Service Operations Manager - Southern Africa [M2] at Sandvik

The Role 

• The Service Operations Manager is responsible for leading the technical service organization and ensuring the safe, efficient, and profitable delivery of aftermarket services across the territory. The role is accountable for managing field service technicians, workshop activities, service contracts, and customer support while developing and executing the aftermarket repair and refurbishment strategy.
• The incumbent will drive growth in aftermarket revenues through repairs, rebuilds, component exchange programs, condition monitoring services, maintenance contracts, upgrades, and lifecycle solutions. The role will ensure the organization delivers superior customer support, maximizes equipment availability, and increases customer retention and lifecycle value. This aligns with Sandvik's focus on lifecycle services, repair strategy, service contracts, and customer-centric technical support

Key Performance Areas

Service Operations Leadership

• Lead and manage the field service and workshop teams.
• Ensure effective deployment and utilization of service technicians.
• Establish service schedules and resource plans to meet customer requirements.
• Drive continuous improvement within service operations.
• Ensure high-quality technical support and troubleshooting assistance.
• Develop succession plans and capability-building programs for service personnel.
• Conduct regular performance reviews and coaching sessions.

Aftermarket Repair Strategy

• Develop and execute the territory repair and refurbishment strategy.
• Identify opportunities to grow repair, rebuild, refurbishment, and component exchange programs.
• Establish and manage repair centers and workshop capabilities.
• Drive repair penetration across the installed equipment base.
• Promote repairs as a lifecycle solution that reduces customer operating costs.
• Develop annual repair growth plans aligned with territory budgets.
• Monitor repair conversion rates and improve quotation success rates.
• Create programs to recover components and assemblies for refurbishment.

Service Contracts & Lifecycle Management

• Develop and expand service agreements and maintenance contracts.
• Ensure successful execution of service level agreements (SLAs).
• Promote condition monitoring and predictive maintenance services.
• Support reliability-centered maintenance initiatives.
• Develop long-term lifecycle plans for strategic customers.
• Increase aftermarket capture rates across the installed base.

Technical Support & Customer Management

• Act as the senior technical escalation point for customers.
• Support root cause failure investigations.
• Lead corrective action programs for recurring technical issues.
• Provide technical recommendations regarding upgrades and optimization opportunities.
• Develop strong relationships with key customer stakeholders.
• Ensure customer concerns are resolved promptly and professionally.

Workshop & Repair Centre Management (through certified repair partners)

• Manage workshop operations, quality, cost control, and productivity.
• Ensure proper planning of tooling, equipment, and technical resources.
• Implement repair quality standards and inspection processes.
• Ensure compliance with OEM specifications during all repairs.
• Monitor workshop KPIs including turnaround time and warranty claims.

Commercial & Business Development

• Support sales teams in identifying aftermarket opportunities.
• Develop repair proposals, service contracts, and refurbishment quotations.
• Identify brownfield upgrade opportunities.
• Promote digital service offerings and condition monitoring tools.
• Support annual budgeting, forecasting, and business planning processes.
• Drive profitable growth across all aftermarket offerings.

Warranty & Quality Management

• With the EHS & Warranty coordinator ensure management of the warranty claim processes.
• Ensure timely submission and closure of warranty cases.
• Track recurring failures and implement corrective actions.
• Drive quality improvement initiatives based on field performance data.

Health, Safety & Environment

• Promote an incident-free culture.
• Ensure compliance with Sandvik EHS standards and customer site requirements.
• Conduct regular safety audits and risk assessments.
• Ensure all technicians maintain required certifications and competencies.
• Lead investigations into incidents and implement corrective actions.

Your Profile 

Minimum Requirements 

• Mechanical Engineering Diploma or Degree
• Trade Qualification (advantageous)
• Minimum 8–10 years in mining equipment aftermarket or service environment.
• At least 5 years leading technical service teams.
• Strong experience in equipment repairs, rebuilds, and maintenance contracts.
• Experience in crushing and screening equipment preferred.
• Proven track record in aftermarket sales growth and service operations management.
• Willingness and ability to travel in Africa
• Valid passport

Competencies 

Leadership

• Team leadership and coaching
• Performance management
• Strategic thinking
• Decision making

Technical

• Crushing and screening equipment knowledge
• Repair and rebuild methodologies
• Reliability engineering principles
• Root cause failure analysis
• Service contract management

Commercial

• Business development
• Contract negotiation
• Financial acumen
• Budget management

Customer Focus

• Relationship management
• Conflict resolution
• Consultative problem solving