Service Manager

Role Overview

• The Service Manager is responsible for all tasks and aspects related to the after-sales service of Liebherr equipment on site / country.
• Managing the service contract at mine sites, creating close and positive relationships with customer management and maintenance related personnel.
• Local advisor in terms of technical and machine operational topics, internally and externally.
• Key contact person with MIN factories who communicates to the customer as required.

Requirements

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

Benefits

• 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 Assembly team with technical input on new machine assemblies and commissioning.
• Continually seek parts and service sales opportunities in the region.