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Service Manager WA

Kewdale, WA, AU

Job ID: Service Manager 

Location: Kewdale, WA 

Department:  Customer & Product Support

Reports To: Branch Manager Western Region

 

 

About the Role:

Your main function is to lead the Service team so that Terex can provide its customers with the highest level of service and aftermarket support on crushers, feeders, screens and Terex Washing Systems.  Working with both customers and leading the service team, you will strive to deliver timely and cost effective solutions to each of your team’s projects.  You will lead your team to deliver a quality standard that results in a high degree of customer satisfaction.  You will also work with the branch manager to broaden our current customer base while adhering to Terex HSE procedures.

 

Responsibilities:

Customer Service

  • Ensure all customer enquiries are dealt with in a timely manner;
  • Promote Terex Jaques as a leading OEM;
  • Regularly contact customers to establish their level of satisfaction with Terex MP service support and the prospect of doing further business;
  • Periodically visit customers operations and prepare a concise report explain what was discussed and with whom;
  • Follow up on quotations with customers to further promote sales and note responses of special interest;
  • Liaise with purchasing team to ensure that orders with Terex MP’s suppliers are received on time for active service jobs.

Workshop and Site Service

  • Oversee the dismantling of each machine and inspection of its components. Then prepare a condition report and fully costed scope of work detailing what needs to be done to return the machine to a serviceable condition;
  • Ensure that all outsourced service repair work is competitively priced and completed to the required quality standard;
  • Ensure that all work is completed on time and to the required standard of quality;
  • Commission new machine installations when required;
  • Ensure the maintenance and presentation of the Workshop, tooling, mobile equipment and vehicles are maintained to a very high standard through housekeeping and a proactive approach.

Technical/Administrative Functions

  • Become familiar with and closely follow all Terex policies and procedures that apply to your role;
  • Ensure that each service job is registered in the ERP system against a service work order number and all parts are correctly allocated in a timely manner;
  • Close out WIP jobs as quickly as possible;
  • Carefully plan and document each job and in that process decide what drawings, parts, labour, materials, tools, cranes and support services are needed to complete the job safely and efficiently;
  • On completion of each service job, gather together all costs relating to the service job and to ensure invoice is accurate for the customer. If any issues arise, work with the customer to resolve any commercial issues or disputes that would possibly delay payment for the work;
  • Ensure the Engineering Department is notified of any significant changes made to a machine that may need to be recorded on the machine’s Master Schedule;
  • Assist with the design of Terex MPS products by putting forward any idea for improvement that you believe is worthy of consideration.

Communication and Reporting

  • Establish open channels of communications with key stakeholders such as key team members in other branches, other departments and customers and draw on their knowledge and expertise to assist you in your work;
  • Provide the following information to your Manager for inclusion in the branch end of month report;
  • Service sales by customer for the current month;
  • Progress of existing service jobs and expected completion date;
  • Any disputes with customers that may affect cash flow;
  • Information about market conditions, new customers, new products and the activities of competitors;
  • Any staffing related issues in regard to work performance or compliance with company polies and procedures;
  • Assist you manager with the preparation of the Annual plan and budget for service sales. 

Human Resource Management and Occupational Health and Safety

  • You are part of a management team at Terex MPS and good teamwork is key to your success. You are expected to communicate well with your peers and build constructive role relationships with them;
  • Manage the service technicians on a day to day basis;
  • Provide leadership, technical advice and product training to the Service Fitters;
  • Ensure the labour resources are utilised efficiently. When necessary hire extra temporary labour so that jobs are completed on time;
  • Relay any concerns the Service Fitters may have about Terex Jaques’ matters to your Manager, and ensure that they understand your Manager’s position on matters that affect him;
  • Participate in quarterly performance review process with your Manager, and conduct an annual performance review with the Service Fitters;
  • You must investigate all accidents and incidents within your area of responsibility and action any items identified to prevent a recurrence. You are also required to assist in the risk assessment process;
  • Constructively contribute to the overall improvement of health and safety in the workplace;
  • You are responsible for the safe working of your department;
  • Ensure that all Service Fitters under your control use appropriate PPE and conduct themselves in a safe manner in accordance with company policies and procedures;
  • You need to demonstrate positive leadership and impress the importance of always working safely in your department.

 

Position Qualifications

Education / Training

  • Mechanical trade or appropriate combination of education and experience.

Experience

  • This position has a strong technical component, particularly in relation to understanding mineral crushing and screening machinery, and the role is ideally suited to a mechanical fitter with min 5 years’ experience and proven people management skills with 3 years in a similar role;
  • Hands on operational experience in equipment sales, maintenance or product support;
  • Experience within the mineral crushing and screening industry preferable.

Skills

  • Demonstrated ability to build strong relationships within customers;
  • Strong organisational and time management skills with the ability to meet tight deadlines;
  • Strong report compilation and presentation;  
  • Sound negotiation skills and ability to lead commercial negotiations;
  • Computer literate in MS Suite (Excel, Word, Power point, Outlook) and experience with ERP would be well regarded.

 

Travel

  • This position will require some travel.

To apply, please submit your covering letter and resume through the Apply button.