Service Operation Manager GHANA at Epiroc

About The Job

The Main Tasks and Responsibilities:

• Develop and maintain a customer focused Technically with Service team, continuously drive customer share, 1:1 Ratio and customer satisfaction to the highest level. Establish a wide and solid customer base, by continuously finding new ways to grow service penetration, Workshop Rebuilds (Machine & Components), Service agreement & part sales.
• Support the customer in continuous improvement project and initiative and develop a preferred supplier status. Develop Service team to drive automation and Technical Training.
• Drive service excellence and Epiroc machine performance towards the customers, by offering & implementing value added services for all Epiroc machines and customers in the Anglophone countries in West Africa.

Key activities:

• Create an organizational structure in your team with clear functions, job descriptions & missions for Growth 
• Develop Competence & Solid Service Footprint for business Partners in French speaking countries in West Africa.
• Develop and maintenance Service and Workshop process standardization that drives quality.
• Develop a systematic approach to addressing Customer Complains 
• Support internal and external customers with technical support on all machine Models
• Drive and support implementation of new automation technology & technical Training
• Ensure that the contractual goals for availability, MTBF, MTBS, and MTTR are met
• Conduct random audits of technicians' repair and maintenance work
• Develop and maintain regular reporting procedures to ensure that service contract & workshop requirements are met.
• Ensure that the planner requests spare parts, consumables, and other necessary resources to meet maintenance schedules.
• Monitor and analyze contract performance data and prepare regular reports on service levels, performance metrics, and compliance.
• Participate and give their perspective when critical machine problems are being analyzed.
• Present service contract reports to management and stakeholders, providing insights and recommendations for improvements as needed.
• Ensure safe working condition in the Workshop and fields service and establish a safety-first attitude with all team members.
• Drive job satisfaction of your team members and customers.
• Create synergy between service team and Products Sales teams.
• Ensure all team member have an annual P&D review and have a personal competence development plan.
• Ensure timely implementation of Epiroc Safety Campaigns (TSNB's)
• Support customers with technical support (field service) and man on site contracts
• Work close with the inventory (logistics & products Sales) team to ensure the correct spare parts (mix) for Workshop and in Country
• Manage & plan work for your team of technicians and workshop
• Ensure with the support of the Business Controller (team) that WIP and Service Variance are under control.
• Competence development of technical team - TL1 & TL2 Certifications Targets are met
• Tools & Equipment for technical team
• Manage & follow up on customer financial obligations towards Epiroc

Competences, Skills and Experience:

• Bachelor degree Maintenance / Electrical/ Mechanical Engineering 
• At least 5 years´ of experience in service Management or Service contract management
• Familiarity with Epiroc applications such as BPCS, MOL, IQ, DOCMINE etc. is a plus, along with theoretical and practical knowledge in their use.
• Good computer skills, including proficiency in Microsoft Office (Spreadsheets, project planners, charting etc.) and engineering analysis software.
• Good understanding of Maintenance Philosophy Overview and processes
• Good understanding of networks and systems required
• Have a good understanding of the technical aspects of the project they are managing, as well as the specific requirements of the site.
• Have experience ensuring that the project and site are compliant with relevant health and safety regulations and environmental requirements.
• Have experience in  identify and solve problems that arise during the project, such as delays, machine failures, and staffing issues.
• Have experience in implementing quality control measures and ensuring that the work meets mining industry standards and customer expectations.
• Have experience in motivate and manage teams effectively, providing leadership and direction to achieve project goals.
• Have experience negotiating with clients, contractors, and team members, and resolving conflicts that arise during the project.
• Have experience to maintain accurate records, prepare reports, and provide updates on project progress.
• Prior experience with understanding of automation and digitization required.
• Strong background in Heavy Mobile Machine (HME) fleet maintenance management

Personality and Skills:

• Ability  to build and maintain strong relationships with clients, contractors, and other stakeholders.
• Ability  to identify issues and develop effective solutions to address them.
• Ability to adapt to changing situations and work effectively under pressure.
• Ability to establish and maintain influential relationships with internal and external teams and individual persons
• Ability to work effectively with cross-functional teams, including maintenance, design, and production teams, to implement service operation improvements.
• Adaptability  to changing situations and able to adjust plans and processes as needed.
• Be an effective communicator, able to convey information clearly and concisely to clients, contractors, and team members.
• Demonstrated competency in strategic planning
• Excellent time management skills, with the ability to manage multiple tasks and meet deadlines.
• Good understanding of the technical aspects of the services being provided and be able to troubleshoot technical issues as they arise.
• Have a good understanding of health and safety regulations and be able to ensure that all work is conducted in a safe and compliant manner.
• Have excellent time management skills to be able to manage multiple tasks and meet deadlines.
• Have experience in managing budgets and financial resources.
• Strong analytical skills to interpret data and information, to make informed decisions.
• Strong leadership skills and be able to motivate and guide your team towards achieving shared goals.
• Strong leadership skills, with the ability to motivate and manage maintenance personnel to achieve high levels of performance.
• Strong project management skills, including the ability to plan, organize, and manage complex projects within tight timeframes.
• Strong understanding of quality management principles and be able to ensure that all work meets the required quality standards.