Product Support Manager Global Grade 12 - Middelburg at Barloworld Equipment

Key Output

• 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 (includes management of HR value chain).
• 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

Qualification, Experience and Competencies

• B. Engineering degree or B.Tech Diploma.
• Must be a Caterpillar-certified earth-moving technician
• Qualified Artisan or Applicable Engineering Diploma / Degree
• Good knowledge of Earthmoving equipment and relevant industry
• Good communication (written, verbal and presentation) and negotiation skills
• Ability to work independently, under pressure and meeting deadlines
• Willing to travel as and when required
• Show initiative by thinking creatively
• High level of computer literacy (including relevant SAP 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
• Track record in CRM
• Good understanding of equipment management and process management methodology
• Presentation and communication skills
• Good Customer relations
• Influencing and Negotiation
• Problem solving
• Analysis
• Innovation / Creativity
• Assertiveness (Includes Willingness to challenge and confront)
• Decisiveness / Action Orientation
• Investigative Orientation (Probing/Information seeking)
• Commercial orientation / Applied Business Numeracy
• Practical Execution Management (Planning and Organising)
• Networking / liaison
• Customer Service Orientation / Customer Responsiveness
• Organisational awareness
• Mechanical ability
• 5 years’ experience managing in a customer support environment.
• Management experience in the customer interface
• Track record in leading / managing people in a team-based & participative environment
• Entrepreneurial flair
• Very good people management skills