Job Purpose:
The Area 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.
Receive and analyze all requests from site/Aftermarket Sales Representatives, Field Service, Product Specialists, and Contract Managers, ensuring replies are given in a timely manner.
Categorize technical requests and redirect to other teams.
Work with technical personnel on site, suppliers, and the Engineering department to analyze root causes of failures, predictive maintenance required, and gather all required information to find a resolution.
Maintain a site technical request log/register.
Report 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 view.
Obtain all information regarding Aftermarket warranties lodged.
Attend warranty strip downs at the supplier together with the customer, Aftermarket Sales Representatives, and Contract Managers.
Engage with the supplier to obtain all necessary information regarding the warranty investigation.
Prepare 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.
Evaluate the skills of Aftermarket Field Service Technicians, Product Specialists, and other technical appointments.
Prepare a skills gap analysis based on the assessments performed.
Liaise with the Engineering and Training department regarding internal and external training courses required to address skills shortages.
Determine the technical competencies required for all technical appointments in Aftermarket.
Evaluate the technical competencies of candidates applying for technical Aftermarket positions.
Issue technical instructions to Field Service Technicians, Product Specialists, Aftermarket Sales Representatives, and Contract Managers.
Ensure technical reports and feedback are obtained from all sites.
Required Skills:
Technical mining / Trackless Mobile Mining Machinery Experience
Client communication
Reporting and administrative skills
Ability to utilize FERMEL's design software
Proficient in Microsoft Excel
Proficient in PowerPoint
Proficient in Microsoft Word
Qualifications and Experience:
Engineering degree
5 - 10 years mining / trackless mobile mining machinery experience
Specific Requirements:
Travelling may be required from time to time, including mine surface and underground visitations.
Activities are high-paced and often deadline-driven.
After-hours work and phone calls may be required from time to time.
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