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Service Manager

Location : South America
Job Type : Permanent

Mobile Equipment, Mining & Construction

Job Code: 6418

Cowan International is in search of a Service Manager for a dynamic mobile equipment dealer, supplying services in the mining, power generation, forestry, agriculture, building & construction sectors in South-America.

Reporting to the senior Product Support Manager, the Service Manager is responsible to prioritize and ensure effective planning of the Service department work activities among different Service sections teams of supervisors and technicians, monitoring of work for completeness and timely response to customers’ service needs. His objectives are to lead the effort within the Dealership to grow Service revenue and achieve goals agreed to with Dealer management.
Supervising 150+ employees in the Service Department, he works in autonomy to ensure that the company attains its goals and objectives.
He carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

The Service Manager has operational, administrative and customer related responsibilities, including but not limited to:

• Be responsible for the overall financial performance of the Service Department that includes budgets and capital expenditures.
• Communicate understanding, support of and results of organizational goals.
• Maintain and promote a safe work environment, maintain the HSEQ management system of the Dealership. Promote a Safety First culture, complete incident reporting promptly and according to procedures and accurately. Maintain a good housekeeping level up to expectations.
• Provide leadership direction to the entire Service department. Communicate and influence direct reports effectively to develop a good working relationship and teamwork. Lead and provide recommendations to improve performance.
• Participating in different meetings and presenting information on service jobs, financial performance and new services product updates.
• Identify opportunities for incremental increase of Service sales or service jobs speed and quality improvement.
• Interviewing, hiring and coaching employees; planning, assigning, and directing work; developing, rewarding and disciplining employees; addressing complaints and resolving problems.
• Provide decision-making support to technicians in the analysis and resolution of service/parts problems.
• Prepare written reports and recommendations as required by the Dealership.
• Develop and maintain rapport with functional areas needed in order to maximize Service hours sales.
• Act as a single point of contact between all Dealership departments and customers regarding Service orders.
• Drive a seamless product support to the customer to achieve Dealer target figures.
• Maintain customer satisfaction with timely and accurate communication – address Service customers, analyze service needs and together with your team provide cost quotes, answer customer service questions adequately and prepare work orders efficiently.
• Conduct or participate in promotion events, global learning and customer visits.

Education level
Bachelor’s degree in Mechanical Engineering or Bachelor’s degree in Business Management or equivalent combination of education and experience.

Work experience
At least 5 years experience in heavy equipment maintenance industry, including 4 years in a leadership role;
Technical knowledge of heavy equipment maintenance (trainings, certifications);
Proven track record in heavy equipment maintenance and shop management;
Excellent spoken and written English skills;
French or Dutch considered advantages

Contract in residential status. You will work 45 hours a week, from Monday to Saturday. Good benefits and pay for performance conditions are applicable with excellent resources and a professional learning organization.
This position requires occasional travels within the country and near area as well as remote locations, to attend business meetings.


All applications are confidential

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