Lead nationwide service performance elevation initiatives, ensuring alignment with P&S operational strategy
Strengthen customer satisfaction by enabling branches to deliver reliable, high-quality service in alignment with customer expectations
Manage and execute strategic projects requiring specialized expertise, delivering measurable business impact across the service network
Drive performance turnaround programs in underperforming branches or functional areas to improve uptime, utilization, and customer KPIs
Oversee standardization of service practices, ensuring consistency across all branches, field teams, and specialist groups
Ensure compliance with ISO, internal quality standards, safety frameworks, and customer contractual requirements
Develop and maintain SOPs, quality audit programs, service readiness checklists, and performance review structures
Audit service operations, identify gaps, and drive process optimization
Lead the integration of digital tools, reporting systems, and service technologies into branch operations to support operational excellence
Strengthen utilization of warranty systems, data dashboards, and technical reporting platforms
Develop branch-level tools and processes that improve customer communication, root-cause reporting, and service follow-up
Generate reports that improve visibility of utilization, performance bottlenecks, warranty trends, and improvement opportunities
Develop service and maintenance costing models for RFQs and extended service contracts

Industrial/Mechanical/Electrical Engineering degree or related experience
An additional business degree will be an advantage
Proven ability to manage multiple projects simultaneously
10+ years’ experience in the mining industry or related heavy-equipment environment
Strong flexibility and ability to operate in both structured and project-based environments
Leadership ability to guide cross-functional specialist teams
Effective communication, process thinking, and customer-centric problem-solving skills

Benefits eligibility that begins 30 days after start date
Health care eligibility that includes medical, dental, vision, prescription, and telemedicine
Paid vacation with up to 80 hours available to roll over into the next year of accrued and unused PTO time to the upcoming calendar year
A very strong 401(k). We contribute 5% annual salary to the Retirement Savings plan. We also match 50% of the first 6%.
Tuition reimbursement
Company laptop and cell phone
Opportunities for competence development and training
Career advancement
Emphasis on diversity

Parts & Services Service Excellence Manager

Key skills