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Service Delivery Manager
2 months ago
About the Role:
The Service Manager will be responsible for providing exceptional service and support to our customers, ensuring their satisfaction and loyalty.
Key Responsibilities:
- Establish and maintain strong relationships with customers to understand their needs and expectations.
- Provide timely and accurate quotations for equipment repair and maintenance services.
- Liaise with the purchasing team to ensure timely receipt of parts and materials.
- Conduct condition reports and inspections of equipment to identify areas for improvement.
- Ensure that all outsourced service work is competitively priced and meets quality standards.
- Commission new equipment installations and ensure smooth handovers to customers.
- Maintain a safe and efficient workshop environment, adhering to company policies and procedures.
- Ensure accurate registration of service jobs and parts allocation in the ERP system.
- Plan and document requirements for safe and efficient job completion.
- Review and verify service job costs and invoices for accuracy.
- Notify the Engineering Department of significant changes to equipment.
- Report progress and expected completion dates for service jobs.
- Handle customer disputes and cash flow issues.
- Conduct market research and competitor analysis.
- Address staffing issues related to work performance and company policies.
- Prepare the annual service sales plan and budget.
- Lead and manage service technicians, providing technical guidance and product training.
- Participate in performance reviews and investigate accidents.
- Contribute to health and safety improvements in the workplace.
Requirements:
- Mechanical trade or equivalent education and experience.
- Minimum 5 years' experience as a mechanical fitter, with proven people management skills.
- Experience in the mineral crushing and screening industry is desirable.
- Computer literacy in MS Suite and experience with ERP systems is an advantage.
- This role requires travel.
About Terex:
Terex is a global manufacturer of materials processing machinery and aerial work platforms. We design, build, and support products used in construction, maintenance, manufacturing, energy, recycling, minerals, and materials management applications. Our products enable customers to reduce their environmental impact, and we offer electric and hybrid solutions for quiet and emission-free performance.
We engage with customers throughout the product life cycle, from specification and financing to parts and service support. Terex provides opportunities for continuous improvement through training and offers a supportive network for women in their careers. We value diversity, equity, and inclusion, safety, integrity, respect, servant leadership, courage, citizenship, and continuous improvement.
