Job Description
Main duties of the position
• Under the authority of the immediate supervisor, manages the execution of the MARC contract in compliance with deadlines, required quality standards and operating costs
• Participates in the management and maintenance of the material and human resources of his team.
Respects and applies standards and regulations, particularly with regard to quality, safety and the environment.
Job Industry
Job Salary Currency
Job Salary Fixed
NoKey Deliverables
- Ensure that factors impacting the service contract are taken into account throughout its lifecycle.
- To be responsible for developing progress plans and formulating action plans
- Ensure the impact of any change on the level of service, particularly on service level commitments and operational agreements (internal and subcontracted)
- Define the content and implementation methods of services through the descriptions of SLAs and SLRs
- Ensuring the relationship with the client: front office with the client -
- Ensuring operational management: maintenance, operation and performance -
- To represent the company on the website -
- Guarantee of project profitability: according to forecasts over the contract duration
- To ensure the management and supervision of staff on site
- Provide consulting services to the client.
- Ensuring continuous improvement: Main responsibilities of the position
- Managing customer relationships: communication, meeting needs, customer satisfaction
- Ensure compliance with contractual obligations (availability, efficiency, HFO/LFO ratio)
- Define the contract's profitability KPIs and implement the deployment
- Keep the KPI dashboard up to date
- Perform maintenance and repair of equipment according to Caterpillar recommendations.
- Ensuring availability and correct load rates to meet the Client's production demand
- Analyze operating parameters to anticipate failures.
- Ensuring quality of service to customer satisfaction while taking into account the permissible limits of performance and availability of the units
- Plan and execute all preventive and corrective maintenance according to the manufacturer's documentation.
- Manage the stock of spare parts and lubricants and ensure replenishment according to general policy
- Personnel management (task planning, work schedule management, discipline, individual performance monitoring, staff supervision)
- Ensure compliance with labor laws
- Ensure the application of the Quality, Health, Safety and Environment (QHSE) policy in the mine environment.
- Bring the claim files
- Optimize fleet expenses
- Produce regular situation reports
- Document and report technical issues and help determine root causes that significantly affect customer satisfaction and operations.
- Participate in the sales cycle
- Provide training specific to the profession
- Participate in identifying value-creating services
- Assist Supervisors with assignments throughout the repair process to ensure repairs are completed in a timely, cost-effective, and high-quality manner.
- Utilizes Caterpillar system resources, such as SIS Web, Product Support CRM (PSCRM), Dealer.Cat.com, Dealer Product Support Search (DPSS), Service Information Management System (SIMS I) / Continuous Product Improvement (CPI), to diagnose problems and evaluate possible solutions.
- Participates in monitoring repair processes and work methods.
- Controls the management and maintenance of tools and equipment.
- Ensures compliance with contamination control guidelines.
4.1 Functional LinksInterface functions• Position under the responsibility of the branch manager4.2 External Partners to the CompanyCaterpillar & ClientsExpected results of the function• Improve the quality of services and reduce the number of defects• Proper management of the projected schedule to ensure compliance with the agreed-upon date with the client• Upskill employees (supervisors, team leaders and technicians)• Good quality technical reports• Contract profitabilityFunction performance indicators· Defect Rate· Respect Promised Date· NLS (Net Loyalty Score) - Customer satisfactionContract feedbackDesired profile7-1. Training· BTS Electromechanics or equivalent technical diploma accompanied by at least 32 years of experience in the field.
Essential Qualities
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• Understanding of the contracted service • Knowledge of management control • Budgetary mechanisms • Understanding the client's business challenges • Excellent knowledge of Caterpillar equipment. • Knowledge of components (Engines, Transmissions…) • Knowledge and experience in the mining industry • Excellent knowledge of CAT software (SIS, ET, VIMS, etc.) • Ability to write reports (Manufacturer, Client and Internal) • Good knowledge of the main office software (Microsoft Office suite) and techniques used by the group. • Ability to interpret a variety of instructions provided by the supplier • Strong technical knowledge • Market players and products • Methodology of the major international standard • Negotiation in conflict situations • Crisis management 7-3. Interpersonal skills, abilities and behavior • Ability to communicate at all levels • Problem-solving skills • Sense of organization Concentration, rigor and method Analytical and synthesis skills • Curiosity and listening • Team spirit |