Service Supervisor Global Grade 10

Key Output

• Supervise a team of artisans and assistants in the maintenance and repair of earthmoving equipment and/or components.
• Create a safe environment for all productive and non-productive employees by doing the following:
• Ensure daily risk assessments are completed per artisan to control safety risks
• Perform toolbox inspections
• Effectively communicate with team, management, and customers.
• Ensure service work is carried out in compliance with quality standards OEM Guidelines.
• Apply warranty policies and procedures, including warranty decisions and service warranty investigation.
• Resolve internal and external customer queries.
• Reporting of team KPIs and prospects.
• Development, performance management, and training of the productive team.
• Performance management of team – Balance Scorecard Management.
• Competency development of team including 1-hour training.
• On-the-job supervision.
• Maintain a high level of contamination control and housekeeping.
• Liaise with Service Management to ensure that all outputs are met.
• Ensure outputs of service audits are achieved.
• Support artisans with re-usability decisions and root cause analysis of component failures.
• Daily sign-off of service reports and controlling of productive time.
• Effective control of work in progress:
• Initiating jobs
• Quoting repairs and rebuilds
• Ordering parts
• Dealing with suppliers on outside work required
• Booking of labour according to Caterpillar guidelines
• Closing jobs once repairs and rebuilds are completed

Qualification, Experience and Competencies

• Trade Test qualified in relevant trade e.g., Diesel Mechanic/Earthmoving.
• Minimum of 6 years' experience as Caterpillar General Mechanic post-apprenticeship or learnership.
• Minimum of 4 years Caterpillar Component rebuild experience with substantial troubleshooting exposure post-qualification.
• Experience acting as a Supervisor, Team Leader, or performing duties as a Service Planner.
• Computer literate MS Office, SIS, ET, SAP, CRM and good business writing skills.
• Applicable product knowledge.
• Well familiar with failure analysis and re-usability guidelines on components.
• Experienced troubleshooting and problem-solving skills on Earthmoving Equipment Components.
• Well-embedded component-specific technical knowledge and skills.
• Familiar with Dyno and Hydraulic test bench operation and troubleshooting.
• Sound interpersonal and communication skills.
• Good technical report writing skills.
• Good experience on Caterpillar machine and product knowledge.
• Excellent technical, interpersonal, and leadership skills.
• Display leadership potential part of DAPS – able to achieve results utilizing team talent.
• Valid Driver's License Code B.
• Sound knowledge and experience of customer interaction.
• Competent in the Caterpillar re-usability guide process.
• Proven ability to produce technical reports.
• Understanding of OEM warranty systems, policies, and procedures.