Purpose of the role:

To ensure effective support to clients for all Hitachi Construction Machinery through accurate inspection and forecast with a view to increase/have sustained repeat business.

Reports to: Service Manager

Branch: Kitwe

Key Duties and Responsibilities:

The Service and Parts Engineer will be required to perform the following tasks:

Technical Support

• Effectively Communicate to the Service Manager regarding the customer Call Plan and execution dates;
• Attend to technical enquiries and technical problems on machines to resolve product issues;
• Provide Reliable Service and Support and exceptionally high standard of technical support to the customers with mining, earthmoving, construction, quarry, and forestry industries. Consistently exceeding Customer expectations;
• 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;
• Provide technical support to customers (verbal and physical) to ensure products operate continuously;
• Provide Parts Supervisor parts required for quotation generation and stock availability and communicate with the Customer efficiently;
• Perform monthly machine inspections on Construction size equipment;
• Compile suggested parts lists for Customers based on individual requirements and communicate to Service Manager;
• Perform any ad-hoc projects on request.

Warranty Claims

• Ensure continuous checking of Field Information Reports to ensure Warranty Claims are processed timeously;
• Conduct trend analysis on all warranty claims to identify possible trends in breakdowns;
• Act as first judge support on all warranty claims to ensure accurate claims are processed;
• Ensure to confirm costs recovery through machine inspections .

Safety Assurance

• Comply with safety policies and regulations at all times;
• Correct PPE worn as per safety policy;
• Daily assessments performed to ensure good housekeeping.

Qualifications & Experience

• Must have a full Grade 12 certificate
• Must have a minimum of a Heavy Equipment Repair (HER)/ Mechanical Engineering Technologist Diploma or equivalent.
• Must have a minimum of 3 years work experience in a similar field.
• HI-TEP Repair certification will be an added advantage
• Experience as a Repair Mechanic/Technician in Heavy Equipment industry (Medium to large).
• Member of Engineering Institution of Zambia (EIZ)
• Valid and unendorsed manual driver’s license

Job Specific Competencies

• Good Analytical Skills
• Good communication skills
• Good customer Relation
• Conversant with Report writing