Purpose of the role:
To ensure an effective support to clients for all machineries and to manage all aspects of the Service Department on a day-to-day basis for achievement of HCMZ business goals and objectives.

Reports to: Operations Manager
Branch: Lusaka

Key Responsibilities:
The Construction Equipment Service Manager will be required to perform the following tasks:

Technical Support

• Assist with technical enquiries and technical problems with machines to resolve product issues;
• Investigate into field information reports to identify notifications of serious problems;
• Determine the cause of problems and submit Field Information Report to factory to assist customer and provide accurate feedback;
• Receive and inform service bulletin instructions and make a plan/manage to ensure compliance;
• Provide technical support to customers (remote and physical) to ensure products operate continuously;
• Provide technical support to all external customers and conduct continuous monitoring of service and product quality;
• Perform any ad-hoc projects on request;
• Collecting components change-out history/tracking and ensure updating;
• Assist the assessment of failed components and work with Reman Factory for the cause of failure and to ensure improvement.

Warranty Claims

• Ensure information on all warranty claims are correct;
• Ensure continuous checking of Field Information Report to ensure warranty claims are processed timeously;
• Conduct trend analysis on all warranty claims to identify possible trends in breakdowns;
• Act the judgement on all warranty claims to ensure accurate claims are processed;
• Ensure to confirm costs recovery through warranty claims to HCAF and Customer service jobs.

Ad Hoc Duties

• Perform any reasonable request as requested by Line Manager or HCMZ Management within a reasonable time.

People Management

• Set SMART annual performance objectives;
• Ensure HR policies and procedures are adhered to;
• Ensure formal Performance Management is undertaken twice annually and performance objectives achieved by team members as set out in job profile/ performance agreement;
• Ensure Recruitment process is adhered to in line with company procedures and policies;
• Ensure orientation is done within 1 month of appointment in line with company procedures and policies;
• Set Personal Development Plans for the team annually;
• Submit the training needs of the team within a specified time frame;
• Ensure coaching and counseling is conducted to meet individual needs;

Safety

• Ensure safety standards are adhered to;
• Maintain a safe working environment and follow safety regulations;
• Promote the culture of safety, quality & efficiency;
• Health and Safety standards, regulations and procedures adhered to at all times.
• Ensure unsafe practices/potential hazardous situations are rectified and reported;

Minimum Qualifications and Experience

• Must have a full Grade 12 certificate
• Bachelor’s Degree in Mechanical Engineering or Electrical Engineering
• Minimum experience of 6 years in a Mining Equipment Industry with focus on Heavy Equipment Machinery.
• Valid driver’s license
• Member of Engineering Institution of Zambia (EIZ)

Competences

• Advanced knowledge of Machines & Equipment
• Knowledge of maintenance management
• Knowledge of basic structure/welding work
• Customer & Industry Knowledge
• Technical background
• People Management Skills