Product Support Manager

Key Outputs

• Grow market share and recognize new sales and aftersales opportunities

• Manager and lead the team of PSSR’s to achieve set target and objectives.

• Build, establish and maintain strong, long-term customer relationships and ensure customer solutions.

• Own the customer experience and drive net loyalty score.

• Leads solution development and innovative efforts and ideas as identified and developed in c conjunction with

• the Customer service team (CST) and regional BWE operations to meet customer needs.

• Handles complaints and problems in a timely and effective manner.

• Meets account performance objectives and customer expectations.

• Growth of new and potentially significant customers.

• Achieves After Sales performance metrics

• Relevant reporting.

• After Sales funnel management

• Identify and visit potential customers to achieve incremental parts sales

• Identify and implement marketing strategy

• Implement actions reflected in an annual marketing plan

• Gain intimate knowledge of the customer’s business, understand their requirements and act as a key partner to achieving set business performance targets.

• Use experience and available resources to accelerate and influence the delivery of interim containment and permanent corrective actions to mitigate the impact of product issues.

• Co-ordinate and manage subject matter expert and OEM representative’s deliverables in contribution to site health.

• Implement and run to completion continuous improvement programs to improve the performance and productivity of the equipment on site.

• Analyses the site performance on a continuous basis and proactively address emerging issues before they have an impact on the customer business (both CAT/Barloworld and 3rd party suppliers on the equipment)

• Tracking and reporting of site performance trends and key performance metrics

• Be the trusted partner through establishing and maintaining effective relationships with internal and external customers.

• Co-develop, implement and manage product support and equipment management processes at site with the customer, CAT and site management.

• Conduct Cat Care and customer events, training, and customer visits

• Provide Parts Product expertise to assist PSSRs, ISRs, Parts Counter, Machine Sales, Rental, Used Equipment, and Power Systems with their sales efforts

• Develop equipment performance baseline and trends and work with relevant stakeholders to understand variation and downtime drivers.

• Create a coverage and sales strategy for assigning customer accounts to sales channels, optimise coverage and set staffing levels

• Influence the CAT brand perception on sites and create a positive customer experience.

• Budgeting and managing of parts and after sales income and expenses

Qualification, Experience and Competencies

Minimum Required Qualification

• Relevant Tertiary Qualification or Equivalent

• B. Engineering Degree (Mechanical or Electrical) an advantage

• Qualified Earthmoving Equipment Mechanic or relevant Technical Red seal

• Caterpillar certified earth-moving technician an advantage

• BWE Leadership Development Course (MMDP) an advantage

Minimum Required Experience

• 5 to 7 years’ related business experience in parts/service environment

• PSSR Advanced Certification Completion (if internal)

• High competence in Microsoft Office

• SAP and CRM experience

• Proven Product Knowledge

• Sound Business Acumen

Minimum Required Competencies

• Sales Competencies (according to Global S Competency Assessment)

• 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