Reporting to their immediate superior, the Service Manager organises activities and manages after-sales service staff, ensuring a productive work pace. He/she ensures the quality of after-sales services, in compliance with quality, safety and environmental standards, and commitments made to our customers.

He/she analyses after-sales service shortcomings and malfunctions and works with all departments to remedy them.

Your main tasks:

• Monitor repair procedures and after-sales service working methods.
• Supervise workshop work.
• Manage and schedule after-sales service teams.
• Contribute to the resolution of technical and human problems.
• Monitor team attendance and punctuality.
• Monitor and readjust planned work.
• Monitor productivity and hours worked by after-sales service production staff.
• Ensure that repair deadlines are met in coordination with the Workshop Coordinator and Section Managers.
• Inform the Technical Director of any deviations or delays that have occurred.
• Detects and analyses shortcomings in coordination with the Technical Director.
• Monitors and participates in the receipt and delivery of parts/machines.
• Monitors the preparation of lists of parts to be ordered.
• Ensures compliance with safety standards.
• Ensures the application of contamination control guidelines.
• Participates in staff training.
• Controls the management and maintenance of after-sales service tools and equipment.
• Participates in the preparation of the after-sales service budget.
• Manages the after-sales service budget and optimises the human and material resources available.
• Implements and monitors immediate actions for customer complaints, indicator deviations, repair requests or information requests.
• Ensures that intervention costs are optimised.
• Supervises after-sales service staff:
  • Monitors staff working hours and absences,
  • Estimates repair times (based on parts availability and the extent of repairs),
  • Ensures that Service Excellence Performance objectives are met.

Required profile

Education:

Engineering degree or equivalent, with at least 5 years of relevant experience in the required field.

Exceptional and relevant experience and expertise may compensate for the lack of an engineering degree.

Experience:

Excellent knowledge of the materials and equipment represented by the company.

Good knowledge of the main office and technical software used by the group.

Skills:

Prudent

Team spirit

Attentive

Alert

Well organised

Proactive

The company

A specialist in construction equipment and a long-standing partner of Caterpillar in Central Africa and Morocco, Tractafric Equipment supports operators with a wide range of equipment: mining, construction and forestry equipment, spare parts, handling trucks and energy production solutions. Tractafric Equipment, which has nearly 1,200 employees in eleven countries (Burundi, Cameroon, Congo, Gabon, Equatorial Guinea, Morocco, Mauritania, CAR, DRC, Rwanda and Chad), is one of the leaders in its markets with a turnover of €375 million in 2021.

Joining Tractafric Equipment means joining a team driven by a strong entrepreneurial spirit, a culture of technical expertise, a keen sense of partnership, a strong customer focus and a great sense of pride in belonging.

Tractafric Equipment is a subsidiary of the Optorg Group, which has specialised in distribution in Africa for over a century.

• Monitor repair procedures and after-sales service working methods.
• Supervise workshop work.
• Manage and schedule after-sales service teams.
• Contribute to the resolution of technical and human problems.
• Monitor team attendance and punctuality.
• Monitor and readjust planned work.
• Monitor productivity and hours worked by after-sales service production staff.
• Ensure that repair deadlines are met in coordination with the Workshop Coordinator and Section Managers.
• Inform the Technical Director of any deviations or delays that have occurred.
• Detects and analyses shortcomings in coordination with the Technical Director.
• Monitors and participates in the receipt and delivery of parts/machines.
• Monitors the preparation of lists of parts to be ordered.
• Ensures compliance with safety standards.
• Ensures the application of contamination control guidelines.
• Participates in staff training.
• Controls the management and maintenance of after-sales service tools and equipment.
• Participates in the preparation of the after-sales service budget.
• Manages the after-sales service budget and optimises the human and material resources available.
• Implements and monitors immediate actions for customer complaints, indicator deviations, repair requests or information requests.
• Ensures that intervention costs are optimised.
• Supervises after-sales service staff:
  • Monitors staff working hours and absences
  • Estimates repair times (based on parts availability and the extent of repairs)
  • Ensures that Service Excellence Performance objectives are met

• Prudent
• Team spirit
• Attentive
• Alert
• Well organised
• Proactive

• Engineering degree or equivalent
• Excellent knowledge of the materials and equipment represented by the company
• Good knowledge of the main office and technical software used by the group