Key Outputs
- Leading a team of Service Assurance technicians to enforce quality controls in line with Caterpillar repair standards.
- Achievement of quality turnaround targets.
- Resolve internal customer queries.
- Ensure effective communication between team and management.
- Ensure service work (Caterpillar components) is carried out in compliance with quality standards (OEM Guidelines).
- Apply warranty policies and procedures; this includes warranty decisions and service warranty investigations.
- Ensure outputs of service audits are achieved.
- Apply Barloworld Equipment leadership philosophy.
- Achievement of a team environment that enables adherence to quality standards and process efficiency standards (Performance management of team).
- Competency development of team.
- On-the-job supervision – safety of team.
- Reporting of team Key Performance Indicators and prospects.
- Driving QFR action and closure end-to-end process.
- Quality gates management within technical processes.
- Non-conformance management – regions and internal.
- Checklist ownership and management.
Qualifications, Experience and Competencies
- Qualified artisan or Mechanic in relevant trade (e.g., Diesel mechanic / fitter / Earthmoving Equipment mechanic).
- Minimum five years’ experience after qualification.
- Prior supervisory experience will be an advantage.
- Exposure to managing a team.
- Leadership potential (part of IDP).
- Experience with drive train, engines & hydraulics components.
- Understanding of the quality processes.
- Able to achieve results utilizing talent in team.
- Computer literate (MS Office and SIS, ET, SAP & CRM).
- Basic technical report writing skills.
- Basic troubleshooting and problem-solving skills.
- Failure analysis skills.
- Exposure to driving safety requirements, policies and procedures.
- Understanding of warranty systems, policies & procedures.
- Will be required to work overtime including Stand-by.
- Sound interpersonal and communication skills.
- Driver’s licence.
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