Mining Engineering Customer Support Manager - Boksburg
Package: Salary: R53000 - R55000 per month Plus 13th cheque, Provident fund, Medical Aid, Performance bonus
The role will be responsible for product performance (vehicle technologies & other accessories products), checking and feedback to the Research & Development division, while liaising with the commercial team, supporting with product inspection and feedback from end users, provide training on the technical aspects of equipment and manage risk and progress animation.
o Manage the team to achieve the results associated with its mission and to satisfy its customers and partners over the long term by implementing accountability and the continuous development of people.
• Field Surveys:
o Organizes and synthesizes surveys in the field, in order to improve the quality of products and services and manage residual risks on new technologies or designs.
• Capture Usage:
o Organizes, analyzes and synthesizes and can also collect in the field usage conditions of products and associated services, in order to improve the relevance and the value of the product and identify risks.
o Identification of the needs and management of field usage studies (usage characterization) featuring Road conditions, Reasonably Predictable Abnormal Usages, local Regulations, field measurements (e.g. load & pressure surveys), etc.
o Supervision of Use Extensions (guarantor of compliance with existing processes).
• Give Advice:
o Selects, organizes and provides Technical Support to Customers and teams, in order to promote and optimize the Benefits that Products and Services bring to the Customer, maximize technical added value and reduce risks.
• Market Surveillance:
o Management of Environment Observation and synthesis of input on Products & Services (e.g. new products, new offers)
o Organization of the collection and reporting of weak signals / product alerts / risk analyses regarding company & competitor products & services; realization of a monthly Product Flash Report to inform the Territory Team about relevant facts
o Organization and synthesis of product Performance studies (e.g. end of life examination or collection, comparative Surveys between company & Competition) and first-level synthesis of input on Product Maintenance Plan
o Identification and reporting, and when necessary coordination of action plan
o Contribution to the preparation of actions for market interventions (e.g. Exceptional Events), coordination and implementation of these actions
• Claim Management:
o Monitors the resolution of Customer dissatisfactions in the spirit of Customer Centricity and Protection of the Company, and in compliance with Product Liability Processes.
o Guarantor of quality of Claim Management: Customer Centricity (e.g. response time line or other active KPIs) and Company Protection
o Validation of Reports following minor litigation cases and management of major litigation cases (product inspection, report)
Qualifications and Experience:
• ND / Degree Mining, Mechanical or Civil Engineering
• Min of 5 years mining sales and service experience
• Candidate must be more technical with management experience
• Ideally Service Engineer/Mining Engineer
• Must come from Mining environment – this is key as it will help the candidate understand the role better
• Someone who is stable – not moving every 2 years
• Hands on and does a lot of infield work
• Willing to potentially relocate
• Have understanding of the relationship between Productivity within mines & maintenance
• Highly technical & strong analysis qualities
• Behaviorally must be a team player, be collaborative and have management experience