Service Operations Manager

Job description / Role

- Develop a rolling 3-Year Plan for the Regional Service operation to accomplish the primary purpose of the job.

- Responsible for the overall Regional Service annual budget and obtain results that reach or exceed the budget parameters.

- Develop and agree the personal objectives of key Service staff within the Region to achieve their section's budget and targets.

- Foster good customer relations to ensure continuous work flow through the Region's facilities.

- Ensure that individual facilities have the required skilled and experienced personnel to meet their budget and objectives.

- Ensure that all warranty claims against a manufacturer are dealt with in accordance with guidelines laid down by the concerned manufacturer.

- Assess Regional training requirements to ensure staff have the required skills to efficiently effect repairs on current and new equipment operating within the Region.

- Evaluate present and future vehicle, tooling and capital equipment requirements in order to meet market demands and ensure that said equipment is kept in good condition.

- Create an environment in which personnel are encouraged to contribute to the development of the Service Department and their own careers.

- Ensure that all staff are familiar with and use the Electronic Quality System to achieve continuous improvement in the service offered to the customer.

To follow companys EHS policies and procedures in all work related activities.

Ensure the safety of his subordinates and ensure their compliance with established safety policies, procedures and practices.

Requirements

Person Specs:

General Intelligence:

Hands-on experience in actually doing the type of work expected from his subordinates.
Capable of remaining calm and professional even when dealing with the most difficult customers and ensuring that they are treated fairly at all times.

Special Aptitudes:

The Service Operations Manager must be a leader with the ability to motivate others to achieve their objectives as individuals and part of a successful multi-national team.
The position requires the incumbent to shoulder responsibility, demonstrate initiative and to be commercially aware.
The person holding this position should be flexible in his outlook, capable of making prompt decisions and be able to remain effective despite the considerable pressure which he will undoubtedly be subjected to.

Education:

A Degree or equivalent in Mechanical Engineering.

Experience:

Ideally a prospective candidate will have a minimum of 10 years experience working with a Caterpillar Dealer, at least five of which will have been in a senior position. During this time, he should have held a similar position, or such a position which, from time to time, required him to undertake SOM duties.

About the Company

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