Background

The Service Manager is responsible for all tasks and aspects related to the after-sales service of Liebherr equipment on site / country. His responsibilities include managing the service contract at mine sites, creating close and positive relationship with customer management and maintenance related personnel.

This role is the local advisor in terms of technical and machine operational topics, internally and externally. He is the key contact person with MIN factories who also communicates to the customer as required. We are seeking a competent candidate to fill the position of Service Manager.

Responsibilities

• Labor services: embedded (on site), ad-hoc jobs, breakdown services, warranty jobs.
• Labor Support Packages are known and actively promoted by key stakeholders.
• Work with Customer Support for the promotion of modular programs, support contracts, and all other services (labor, special tools, repairs, major overhauls, etc….) and digital services (TSA, CDP, Remote service).
• Work with Parts Sales for promotion of new parts, reman, hydraulic hoses, GET, wear parts, installation kits, service kits.
• Coordination and scheduling of new machine builds
• Coordination and scheduling of major shutdown/overhaul services.
• Scheduling and organization of module program internally with Parts Business.
• Scheduling and organization of module program externally with Customers
• Reporting/management of Service Processes.
• Implementation of current workplace safety and standards.
• Implementation of workmanship and quality control of work completed.
• Define, implement, and promote correct tooling for maintenance tasks – internal and external –
• Liebherr personnel Utilization measurement, reporting, and forecasting.
• Engagement of Subcontractors for Field Service.
• Subcontractor management – Quality, Safety & Utilization.
• Set up of the Service department, up to the Liebherr standards.
• Respect the Customer’s guidelines on the mine site as within the workshop.
• Technical support to the Liebherr equipment in the area.
• Prepare monthly reports to various stakeholders.
• Provide Asset management guidelines for customers.
• Ensure implementation and follow up of CSI.
• Report and follow up technical issues / improvement request with factories.
• Ensure that Liebherr Zambia Ltd is represented in a professional manner and is providing the highest possible level of product & technical support.
• Provide support in the development of service processes and its administration
• Provide other operational support as required by the Managing Directors
• Assist customer to in the development of service processes and development of personnel
• Monitor the local fleet, identify and report any improvement potential or development need to the corresponding MIN factory
• As required, assist the Service Department with planning, execution and supervision of component change outs and planned shutdown work
• Assist customers with asset management by developing accurate equipment management plans
• As required, assist the Assembly team with technical input on new machine assemblies and commissioning
• Continually seek parts and service sales opportunities in the region.

Qualifications

Degree or equivalent from a technical school, Master’s degree is an added advantage.

• Labor services: embedded (on site), ad-hoc jobs, breakdown services, warranty jobs.
• Labor Support Packages are known and actively promoted by key stakeholders.
• Work with Customer Support for the promotion of modular programs, support contracts, and all other services (labor, special tools, repairs, major overhauls, etc….) and digital services (TSA, CDP, Remote service).
• Work with Parts Sales for promotion of new parts, reman, hydraulic hoses, GET, wear parts, installation kits, service kits.
• Coordination and scheduling of new machine builds
• Coordination and scheduling of major shutdown/overhaul services.
• Scheduling and organization of module program internally with Parts Business.
• Scheduling and organization of module program externally with Customers
• Reporting/management of Service Processes.
• Implementation of current workplace safety and standards.
• Implementation of workmanship and quality control of work completed.
• Define, implement, and promote correct tooling for maintenance tasks – internal and external –
• Liebherr personnel Utilization measurement, reporting, and forecasting.
• Engagement of Subcontractors for Field Service.
• Subcontractor management – Quality, Safety & Utilization.
• Set up of the Service department, up to the Liebherr standards.
• Respect the Customer’s guidelines on the mine site as within the workshop.
• Technical support to the Liebherr equipment in the area.
• Prepare monthly reports to various stakeholders.
• Provide Asset management guidelines for customers.
• Ensure implementation and follow up of CSI.
• Report and follow up technical issues / improvement request with factories.
• Ensure that Liebherr Zambia Ltd is represented in a professional manner and is providing the highest possible level of product & technical support.
• Provide support in the development of service processes and its administration
• Provide other operational support as required by the Managing Directors
• Assist customer to in the development of service processes and development of personnel
• Monitor the local fleet, identify and report any improvement potential or development need to the corresponding MIN factory
• As required, assist the Service Department with planning, execution and supervision of component change outs and planned shutdown work
• Assist customers with asset management by developing accurate equipment management plans
• As required, assist the Assembly team with technical input on new machine assemblies and commissioning
• Continually seek parts and service sales opportunities in the region.

• Product Knowledge
• Relationship Management
• Negotiation
• Data/ IT Systems, Reporting & Budgeting
• Documenting
• Occupational, Health, Safety and Environment
• Maintenance
• Working together and communicating
• Being open for change and development
• Making Competent decisions
• Thinking and acting responsibly
• Pursuing goals and delivering results
• Leading and Developing employees
• Acting resposibly and economically
• Thinking strategically
• Dealing with complexity
• Leading yourself

• Degree or equivalent from a technical school, Master’s degree is an added advantage.