Job Summary

Lead the execution of the Service, Maintenance and Repair agenda in the country of operations in order to ensure customer satisfaction and loyalty, as well as maximize the return on investment. Oversee and give support to the Workshop/Field technicians and Rental teams in order to profitably grow Equipment and Parts’ sales.

  • Minimum Qualification: Diploma
  • Experience Level: Management level
  • Experience Length: 5 years

Job Description/Requirements

Scope of Accountability

  • Align action plans, activities, and scope with the Aftersales Strategy set by the management.
  • Execute plans and activities on Business Unit/Country level
  • Responsible for mentoring the Service Team and instil a vibrant team spirit
  • Responsible of maintaining the Workflow of the AM team according to company policies and procedures
  • Coordinate with company management team; support After Market, Sales & Rental teams to achieve business objectives.
  • Assess and advise on MSL (variety and quantity)


Main Responsibilities

Duties include, but are not limited to the following:

  • Establish seamless process from commissioning to completion of customer commitments
  • Analyse service reports to assess the performance of all equipment sold by HMD Ghana, suggest corrective actions to Management to improve reliability
  • Assist in Analyzing MTTR/MTBF for all equipment connected with TMS on a monthly basis and take corrective measures to ensure the equipment performs in accordance
  • Evaluate RCAs (Root Cause Analysis) prepared by the Service Technicians and provide guidance to customers and give feedback to OEM’s
  • Analyze lubrication oil test reports to assess condition of equipment and suggest corrective action plan
  • Develop the service business in the assigned region/area including establishing goals for service-related products and result
  • Meet or exceed established business goals
  • Control costs and maximize profit levels
  • Strengthen customer relations by making routine visits to resolve issues, advice on service standards, sell service plans/products, including training, as required
  • Oversee the daily operations of a team of experienced Service Technicians, providing leadership, development, support, and motivation for the team
  • Keep contact with customers to identify general problems and provide technical support
  • To keep relationship with technical team to give feedback about product’s quality issues on site
  • In coordination with the Service Coordinator plan and control the daily workload of the Service Technicians and provide technical support to the Service Technicians and customers.
  • Interview, hire, and provide orientation/training for new employees. Oversee and improve the efficiency of daily administrative routines
  • Customer Relations: Visit customers and provide advice on service standards and sell service plans, products and training
  • Proactively identify, pursue, and resolve service issues
  • Support the daily operations of Service Technicians by facilitating communications with technical support, sales/marketing, and the customer
  • Take whatever action is appropriate and required to get the job done and to establish and maintain communications with all people/employees considered necessary to get the job done
  • Provide reports concerning WIP (work-in-progress)
  • Safety: Maintain a safe working environment while enforcing safety procedures and compliance to company laws and regulations
  • Arrange safety training for Service Technicians as mandated by regulatory agencies and customers
  • Ensure competency development of all HMD’s technicians
  • Impart Analytical Troubleshooting and Fault Diagnostic training
  • Assist in preparing SOP (Standard Operation Procedures) on maintenance practice
  • Liaison between OEM’s and Management (Site Operation Managers/Site Manager, Team leaders) on technical and product quality issues and implement improvement suggested by the Product Companies
  • Be a speaking partner of HMD in terms of customer feedback on product performance
  • Drive customer centricity with entire service force across Ghana
  • With the assistance of the Warranty Officer, handle warranty claim settlement and warranty recovery from OEM/Suppliers


Key Performance Indicators:

  • Customer Acquisition – new clients in service dept.
  • Customer satisfaction
  • Average number of work orders closed per day 
  • Response time – average time to visit the client from date of reporting
  • Percentage of problems resolved on first visit 
  • Mean time to complete (Customer Claim Resolution Rate ) –average time to complete an issue from incident reporting to resolution
  • Technicians’ training and improvement – online and offline
  • Meeting the BP for service team


Required Profile:

Education:

Diploma/Degree in Mechanical engineering having minimum 5 Years of relevant experience, knowledge of inventory control, analysing the most recurrent failures and provide solutions to Sites and make continuously follow up on the improvement

Experience:

5 years of professional experience in similar role;

Country Experience is a major plus; Machinery Experience (or B2B company) is a major plus.

Technical Competencies:

  • Strong knowledge of the repair, maintenance and service of Heavy Equipment and execution
  • Good Maintenance Planning, Prioritizing & Organizing skills, with strong follow-up
  • Effective Time Management with demonstrated ability to Manage tasks effectively
  • Good and proven people management skills
  • Strong Verbal and Written Communication skills, with ability to prepare Weekly/Monthly Presentations and Reports
  • Strong computer skills (use of Microsoft Office Products- Word, Excel, Power Point)
  • Good Negotiation Skills

Leadership Competencies:

  • Customer driven (internal and external)
  • Possess personal qualities of integrity, respect and commitment to corporate mission
  • Strong and solid personality, able to work independently
  • Result oriented, able to work independently and strong ability to execute
  • Well organised and systematic
  • Ability to communicate with people at various levels of the organisation
  • Strong written, oral and interpersonal communication skills (including with non-technical people)
  • Good understanding of Mining and Construction customer segment and application
  • Inclusiveness and ability to work well with different cultures and working environments

Languages:

  • Fluency in languages: English,French.

Other Requirements (Travel; Working Conditions, etc…)

  • Mobile (need to visit clients, prepare events, visit external service providers).

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Accra & Tema Region
| Full Time |
Confidential
A Reputable Company
Accra & Tema Region
| Full Time |
Confidential
Accra & Tema Region
| Full Time |
GHS 2,400 - 3,000