Field Service Controller 45 views

Kerchanshe Trading PLc is a fully independent Ethiopian coffee farming and exporting enterprise. It has decided to broaden its company and has recently signed a Trademark agreement with Caterpillar to officially represent and distribute the Caterpillar Brand in Ethiopia. It is the only Company in Ethiopia having such official distribution rights for Caterpillar Equipment.

The commercial name for this division, which is fully owned by Kechanshe Trading PLC, is Kerchanshe Equipment. Kerchanshe Equipment is in charge of distributing and supporting construction machinery, parts, power systems, and material-handling equipment across the country.

MAIN DUTIES AND RESPONSIBILITIES

Financial Performance of the field Service Operation. 

• • Revenue sales targets are achieved in line with values agreed by the service operations manager.
  • Service expenses are controlled and that the annual values don’t exceed the agreed budget with special emphasis to vehicle maintenance and fuel .
  • Debtors are inline with agreed target and ensuring cash debtors are reduced and eventually eliminated.
  • Service work in progress is controlled and maintained inline with agreed target, by age and value.
  • Manage and implement area CSAs inline with the contractual obligations to the clients and company procedures
  • Full utilization of revenue earners inline with targets.
  • Service assets are securely kept, correctly maintained and costs recovered where applicable.

Customer Support

• Customers technical problems are resolved in the minimum of time with subsequent follow-up of issues raised
• Effective communication flow with customers is maintained and where customers raise any service concerns either on quality or otherwise to escalate them to the service operations manager immediately.
• Quality of work is carried out inline with company procedures and in accordance with Caterpillar recommendations.
• Charges for work carried out are realistic and reflect the actual work done.
• Unfamiliar  product problems are reported to Technical Communicator / Field Service Manager.

Key Performance Indicators (KPI’s)

• All KPI’s and service projects have been successfully implemented and are maintained with special emphasis on contamination control.
• All data is accurately compiled and submitted to Field Service Manager in a timely manner.
• Data is analysed and corrective action taken as appropriate
• Monthly report submitted to Field Service Manager for all service vehicles status, WIP and pending or recurrent customer issues.

Service Procedures

• The Service Department Procedures are adhered to at all times by the service department employees.
• Recommendations are made for improvement or amendments to procedures.
• Accurate Monthly Reports are submitted to the Field Service Manager in a timely manner.

Service Personnel

• Regular reviews of individual’s performance are carried out. Monthly report to be submitted to Field Service Manager on performance of the service staff identifying their weak and strong areas.
• Technical and development training needs are identified and escalated to Field Service Manager and HR manager for action.
• Ensure on the job training is carried out to successfully develop service personnel.
• Develop service teams in consultation with Field Service Manager in order to execute service jobs on time and enhance accountability.
• Regular and minute meetings with staff directly reporting to.

Warranty.

• All warranty repairs are carried out inline with Caterpillars Warranty Guide.
• Warranty accounts are managed with all costs incurred successfully claimed back from Caterpillar.
• All applicable PIP’s and PSP’s are completed within two months from date of release by Caterpillar and within the time limit specified by Caterpillar.

General.

• New areas of service sales opportunities are identified, followed up and actioned.
• There is close liaison on all local issues with territory functional heads.
• Liaise with the Field Service Manager and Territory MD at all times and undertake any additional work assigned outside this job responsibilities and skills profile.
• All service staff work and comply to Company safety regulations and working practices, as and when appropriate.
• To assist the service supervisor in ensuring the workshop and the yard is kept in very tidy and clean state at all times ensuring machines for repairs are well arranged in the yard and all scrap materials returned to clients or disposed within 2 months of job completion.

Specific key tasks in job role

• Plan & prioritise field service repairs and maintenance of equipment repairs with customers and Field Service Manager, ensuring jobs are completed within expected timeframe by ensuring job plans are drawn and followed and where there are deviations they are analyzed and remedied. Ensure that CIPs are followed and filled to the letter.
• Work closely with the Field Service Manager to ensure ‘best practices’ are used during field repairs to equipment and ‘reusability guidelines’ are adhered to.
• Any other duties that may be assigned from time to time by management

CONTACTS

Direct customers                                      Government agencies

Mining companies                                    COE management

Contractors                                                Industrial companies

Other department Management

KNOWLEDGE

Thorough knowledge on CAT technical operations

Understanding of field service processes and procedures

SKILLS

• Possess excellent written and verbal communication skills
• Ability to establish and maintain excellent, mutually beneficial working relationships with customers, employees, other departments, to ensure continued commercial benefit for the company.
• Independent thinker with the highest level of integrity
• Be a strong team player with proven people management skills
• Proven administrative, leadership and interpersonal skills with ability to impart knowledge and skills to a multi-disciplinary team

QUALIFICATIONS

• BSc mechanical/Electrical engineering or in an Engineering related discipline
• Minimum of 5 years service working experience in an earthmoving equipment industry