Job purpose: 'The Area Manager Manager provides technical aftermarket support and problem resolution to Aftermarket Sales Representatives, Aftermarket Contract Managers, Field Service Technicians, Product Specialists, Customers and End Users for site situations and is the technical authority within the Aftermarket department.
Duties and Responsibilities (as a minimum but not limited to): Serve as the main contact to ensure technical satisfaction and equipment reliability.Receives and analyses all requests from site /Aftermarket Sales Representatives, Field Service,Product Specialists and Contract Managers, ensuring reply is given in a timely manner.Categorizes technical requests and redirects to other teams.Works with technical personnel on site, suppliers and the Engineering department to analyse root causes of failures, predictive maintenance required and gather all required information to find a resolution.Maintains a site technical request log / register.Reports possible design flaws to the Engineering department and work together to find a solution.Liaise with the Engineering department to determine possible design changes to address requests from site.Assist the Aftermarket buying department with technical requests such as part numbers, drawings and other technical support required to ensure the correct parts are procured and delivered to customers.Assist Aftermarket stores with the physical identification of parts and perform ad-hoc audits in the stores from a technical point of viewObtains all information regarding Aftermarket warranties lodged.Attends warranty strip downs at the supplier together with the customer, Aftermarket Sales Representatives and Contract Managers.Engages with the supplier to obtain all necessary information regarding the warranty investigation.Prepares a warranty investigation report, detailing all relevant information, including recommendations and a conclusion, which will be submitted to the customer.Review field service audit and other reports from a technical point of view.Based on the field service reports received, prepare a professional report that can be submitted to customers.Evaluates the skills of Aftermarket Field Service Technicians, Product Specialists and other technical appointments.Prepares a skills gap analysis based on the assessments performed.Liaises with the Engineering and Training department with regards to internal and external training courses required to address skills shortages.Determine the technical competencies required for all technical appointments in Aftermarket.Evaluates the technical competencies of candidates applying for technical Aftermarket positions.Issues technical instructions to Field Service Technicians, Product Specialists, Aftermarket Sales Representatives and Contract Managers.Ensures technical reports and feedback are obtained from all sites.Evaluates the skills of Aftermarket Field Service Technicians, Product Specialists and other technical appointments.Prepares a skills gap analysis based on the assessments performed.Liaises with the Engineering and Training department with regards to internal and external training courses required to address skills shortages.Required skills: Technical mining / Trackless Mobile Mining Machinery ExperienceClient communicationReporting and administrativeAbility to utilize FERMEL's design softwareProficient in Microsoft ExcelProficient in PowerPointProficient in Microsoft WordQualifications and Experience: Engineering degree5 -10 years mining / trackless mobile mining machinery experienceSpecific Requirements: Travelling may be required from time to time. Mine surface and underground visitations.Activities are high paced and very often deadline driven.Afterhours work and phone calls may be required from time to time.
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