Key Outputs
• Run the after sales/product support department.
• Provide all EMP and non-EMP customers with the lowest total owning and operating costs over the life of the machine.
• Provide solutions for all equipment customers to increase parts and service sales.
• Drive profitable parts and service growth within the organisation by realising targeted returns for all key stakeholders.
• Ensure adherence to good customer service protocol and generate turnover.
• Achieving applicable Key Performance Indicators POPS- C, Coverage /PAR and Customer Satisfaction
• Use OLGA and CRM to manage leads and opportunities, to inform budgeting and coverage
• Use the DPC to manage individual learning plans for sales reps
• Contribute to and implement business plans and adjust models to respond to and anticipate changing market conditions
• Set performance goals, monitor sales rep’s progress towards those goals and continuously assess product knowledge and skills sets
Qualification, Experience and Competencies
• B Engineering Degree or Technical Diploma
• BWE Leadership Development Course ( MMDP)
• Caterpillar certified Earth Moving Technician
• 5 to 7 years business experience of which at least 3 years managing in a customer support environment /customer interface
• PSSR advanced certification
• High competence in Microsoft Office
• SAP and CRM exposure
• Interpersonal Skills, Leading and Managing people skills
• Influencing and negotiation skills
• Communication and Problem solving skills