Service Skills & Delivery Manager
Mantrac
مجموع سنوات الخبرة :26 years, 8 أشهر
• Ensure all Service Training facilities, operations, reporting and course delivery in the BU’s are at the level of Global ‘Best Practice’
• Management of a team of CoE Service Instructors/personnel that develop and assist in the delivery of Service Training Curriculums for all BU’s
• Ensure all required Service Training programs are developed, deployed, evaluated and reports generated to the required standards in all BU’s
• Ensure all CoE and BU Service Training Instructors meet the required level of Instructional technique standards (e.g. CIAP)
• Ensure development of training programs for new Service Instructors and provide coaching and mentoring as necessary
• Liaison with Caterpillar to ensure ‘Best Practices’ in Service Training are developed, communicated, implemented and reported - establishing remedial action plans when appropriate
• Liaison with Caterpillar to provide required training course/personnel development programs when Bu/CoE is not able to meet requirements
• Liaison with BU to ensure BU’s Service Training requirements are defined and budgets compiled accordingly
• Ensure Service Excellence Performance Training related KPI’s and Attributes meet the required levels
• Management of CoE Field Service Assessor(s) to monitor on the job delivery of Service to customers
• Manage, coordinate, analyse and follow-up on Field Service Assessments
• Routine review and analysis of Transactional Survey results and proactively follow-up on Service related trends to ensure Service processes, procedures, tooling, behaviours are addressed to maintain Service levels that meet and exceed customers’ expectations
• Very regular liaison with Caterpillar to review and implement new Service Delivery concepts and programs as necessary
• Continual liaison with Product Support CoE colleagues to ensure all elements of Service Delivery are adequately supported
• Ensure Service Excellence Performance Service Delivery related KPI’s and Attributes meet the required levels
• Profitably manage the service operations of Kumasi branch field service, workshop & Oil laboratory.
• Preparing CAPEX, Expenses budget and Sales forecast for the service department.
• Provide customers with excellent level of support associated with all related Caterpillar product range.
• Implement and adhere to company policies.
• Have excellent ability to read and get use of financial operating statements & expenses sheets.
• Capable of meeting & exceeding service KPIs’.
• Familiar with various service solutions; such as PCR (Planned Components Replacement); PL (Product Link), Service Exchange Programs, EM (Equipment Management), PM (Preventive Maintenance); TA1 & TA2 (Technical Analysis Level 1 & 2) etc…
• Continually review ways to improve the performance of the service team and identify new areas of service revenue opportunities.
•Designing training curricula for service technicians based on job analysis to meet the business needs of the company.
•Preparing CAPEX & Budget for the training department.
•Consulting various branches and understanding their training needs and requirements.
•To have knowledge of the relevant skill and qualification required by the staff for effective performance.
•Managing and organizing training avenues, logistics, transportation to achieve effective training and attendance.
•Evaluating the technical training programs in the company.
•Preparing reports on the training cost, performance etc.
•Managing and developing direct reporting staff.
•Hire trainees and apprentices and design & implement training programs for them during the trainee service engineers/apprenticeship programs.
- To plan, direct & control all training process in Mantrac Egypt in ccordance with company policies & procedures.
-In charge for achieving & exceeding training schedule targets for newly hired engineers
-Responsible for improving and helping existing staff to cope with the updated Caterpillar products by designing & conducting corresponding training courses.
- To lead a team of engineers/technicians and maintain harmonious working relation ships
- To plan and schedule labor, material and equipment efficiently and within set time frame
- Follow and maintain company standards of quality in accordance with company quality system requirements
- Monitor consumable and other expenditure to improve the profitability
- Evaluate and monitor performance of the subordinate against set standard, identify and provide necessary training, keep them motivated and to improve efficiency and productivity.
- Responsible for supervising and controlling the field service operations for my area (either engines or earth moving equipment)
- Provide field service engineers with tools, equipment and information necessary to help them solving customer problems
- Estimate the total cost of repairing and prepare required quotations required by customer for major repair jobs on site
- Troubleshoot, diagnose and overhaul affected machines at customer site.
- Handling all site requirements needed for repairing, reconditioning affected products.