Key Output
• Effective relationship building with external and internal customers
• Ensure customer satisfaction by implementing strategies and meeting customer needs
• Direct faults and warranty claims to SEM .
• Identify the organisation’s strengths and weaknesses
• Respond to opportunities and threats market environment
• Ensure strategies lead to a continual growth in the SEM Business.
• Develop and implement pricing strategy for SEM Business
• Develop the marketing competencies for SEM product range 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
• Ensure service work is carried out in compliance with quality standards (OEM Guidelines)
• Apply Warranty policies and procedures this includes Warranty decisions and Service Warranty investigations.
• Computer literacy
• Understand Warranty policy
• Ensure Outputs of Service Audits are achieved
• Effective control of team expenses and Work-in-Progress
• Understand Earthmoving machinery Application and Operation
• Read and interpret SOS Reports
• Able to compile technical and failure report
• Experience earthmoving Machine diagnoses, repair and failure analysis
Qualification, Experience and Competencies
• Qualified Artisan or Applicable Engineering Diploma / Degree
• Minimum 5 years management experience in the customer interface.
• 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);
• Minimum 3 years management experience in the customer interface.
• Good knowledge of Caterpillar components and relevant industry;
• Knowledge of CAT ET,SIS, SIMSi and DSN- advantageous
• Knowledge of CAT Warranty processes - advantageous