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:

o Ensure daily risk assessments are completed per artisan to control safety risks

o 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:

o Initiating jobs

o Quoting repairs and rebuilds

o Ordering parts

o Dealing with suppliers on outside work required

o Booking of labour according to Caterpillar guidelines

o 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.