Senior Area Service Manager
Based in Middelburg, Mpumalanga, South Africa. The Senior Service Manager be responsible for managing the technical team, leading
assigned projects and tasks by driving or participating in regular customer-facing technical engagements, technical strategy, innovation,
trouble shooting and root cause analysis and continuous improvement in Southern Africa. The role is essential to the success of the
organization and must possess a range of technical, strong human interface and leadership skills, as well as proven business and
commercial acumen to excel in this role.
Key Responsibilities
1. Management
o Proven Exec-level relationship building
o Proven maintenance competence and track record
o Review and approve quotations and work scopes for field engineering projects.
o Manage and prioritize work to be performed by Field Engineers, Supervisors, and Technicians.
o Work with Supervisors to ensure efficient and effective workflow of Field Engineers and Technicians to meet or exceed customers’ expectations.
o Meet or exceed SLA KPI’s
o Work cooperatively with the managers and their teams in Sales, Projects, and Product Development departments to assist in the provision of innovative, effective and reliable solutions.
o Project teams’ management (e.g. Dragline upgrades; Ardvarc installations; etc)
o Assistance with parts & logistics management
o 3rd Party supplier management
o Key account relationship (technical)
o Advanced data analytics (Telematics / Wisdom technologies)
o Continuous improvement of Process, Systems, Structures and related business KPIs
o Ensure that work flows in a well-orchestrated manner ensuring quality workmanship.
o Develop business opportunities and pipelines.
o Increase products and services offered in the region.
o Work directly with customers to gain a greater understanding of their present and future needs and deliver on these requirements.
o Monitor quality and performance indicators, analyse the data and suggest ways quality can be improved.
o Identify and assist with the training needs and delivery to your personnel.
o Ensure that all completed work meets company's Standards and complies with company's ISO Quality System.
o Complete and deliver employee performance reviews for your personnel. Conduct performance corrective counselling in consultation with the General Manager and/or Human Resources as needed.
o Actively participate in the recruitment and hiring of employees.
o Communicate clearly, concisely, and with accuracy to employees, customers, and vendors.
o Foster good employee/management relations. Promote teamwork by fostering partnerships with key departments across the business as appropriate.
o Ensure on target utilization and billability of Field service team.
o Control overtime to ensure overtime worked meets billable targets
o Regularly deliver key measurement data to the General Manager.
o Appreciate and demonstrate company’s Core Values and Principles, and Corporate Mission.
o Mentor and coach to build a strong leadership group within the team
o Interact and contribute positively with peers and managers in other company businesses (international)
2. Continuous Improvement
o Apply knowledge and experience with the aim of continuously diversifying our business to meet changing customer needs.
o Key relationship holder & partner management with existing and new clients and customers
o Implement creative solutions to address customer need & support 24/7
Qualifications and Experience
Bachelor’s Degree in Mechanical / Electrical Engineering or an equivalent combination of education and/or experience.
>10 years of experience in Senior leadership / management position
>10 years mining experience
>10 years of field service engineering or similar experience
Required Skills
Proven Exec-level relationship building and maintenance competence and track record
Business and financial management acumen.
Business legal and commercial acumen.
Glass half full mentality / See issues as opportunities
International work experience.
Possess a high level of attention to detail / accuracy
Excellent written and communication skills
Good interpersonal and organizational skills
Problems solving skills
Knowledge of personal computers and Microsoft Office software
Time and management skills with the ability to multitask while coordinating multiple high level priorities
Valid Drivers license.
Able to work with and in multiple countries and cultures.
What’s in it for you
Sought after opportunity to step into the Agnostic mining Decarbonization, Automation industry, Drives and Controls solutions
in a global business that is progressive, forward thinking with a searing eye on its future state
Competitive salary & ongoing opportunities for growth and development
Remarkable team environment, diversely represented and strongly focused on supportive, learning and nurturing practices
Fulfilling opportunities to further and broaden your skillset through international experiences and interactions with our global
teams
Multi-country exposure