Product Support Manager Level 3 Global Grade 13

Key Outputs

• Generate parts and service turnover
• Manage the Customer Service Representatives
• General administration and management of the department
• Achievement of a team environment that enables maximum productivity and profitability
• Effective self-management and performance ownership
• Build and maintain effective relationships with customers, colleagues and principals through effective communication and follow-through Drive achievement of regional financial targets through the Balanced Scorecards
• Identify the organisation’s strengths and weaknesses in terms of component rebuilds
• Respond to opportunities and threats in the CRC market environment
• Ensure strategies lead to a continual growth in the component business
• Develop and implement pricing strategy for component rebuilds
• Develop the marketing competencies for components in the operations
• Understand competitive status and develop counter strategies
• Carry out regular marketing audits to monitor sales performance of components
• Constantly revise the CRC business plan in terms of market conditions; analyse and report on CRC business performance
• Special pricing on parts, marketing strategies and after sales incentive schemes negotiated with Caterpillar
• Manage the fleet effectively
• To run the after sales department and ensure adherence to good customer service protocol, and generate turnover,
• Leading the service operational team in a branch, giving stakeholders a targeted return on investment.
• Development and marketing of component rebuild products and solutions to all internal and external customers.
• To provide solutions for all Caterpillar equipment customers and to increase parts and service sales.
• To drive profitable parts and service growth within the organization by realizing targeted returns for all key stakeholders, providing all EMP and non EMP customers with the lowest total owning and operating costs over the life of the machine.

Qualification, Experience and Competencies

• Qualified Artisan or Applicable Engineering Diploma / Degree.
• B. Engineering degree or B. Tech diploma.
• Bachelor Marketing, Business Administration and Commercial Sales.
• Minimum 5-7 years of which Minimum 3 years management experience in the customer interface.
• Good communication (written, verbal and presentation) and negotiation skills
• Marketing and Sales experience Preferable.
• Ability to work independently, under pressure and meet deadlines.
• Willing to travel as and when required • show initiative by thinking creatively.
• Computer literacy (including relevant SAP & CRM exposure).
• Good knowledge of Caterpillar components and relevant industry.
• Business development skills and knowledge.
• Strong technical background in equipment management.
• Financial management skills.
• Strategic management ability.
• Track record in leading / managing people in a team-based and participative environment.
• Exposure to business planning / budgeting processes and strategic planning processes.
• Good Customer relations.