Global Product Support Manager

We are recruiting on behalf of our client for a Global Product Support Manager to lead its after-sales and customer support operations, strengthen parts and service performance, and deliver exceptional value to customers. This senior role requires a commercially minded technical professional who can lead high-performing teams, develop component rebuild solutions and build strong relationships with customers and key stakeholders.

Responsibilities:

• Lead the after-sales department and ensure consistently high customer service standards.
• Drive profitable growth across parts, service and component rebuild solutions.
• Develop and market component rebuild products and solutions to internal and external customers.
• Identify opportunities to increase parts and service turnover while improving customers' total cost of ownership.
• Lead and manage Customer Service Representatives and the wider service operational team.
• Drive achievement of regional financial targets and Balanced Scorecard objectives.
• Identify strengths, weaknesses, opportunities and threats within the component rebuild market.
• Develop effective marketing strategies, pricing initiatives and after-sales incentive programmes.
• Build and maintain strong relationships with customers, colleagues, principals and other stakeholders.
• Manage departmental administration, fleet performance and operational resources effectively.
• Create a collaborative, productive and commercially focused team environment.

Requirements:

• BEng degree or BTech diploma in a relevant engineering discipline.
• Must be a Caterpillar-certified earth-moving technician.
• Minimum 5–7 years' relevant experience, including at least 3 years' management experience within a customer-facing environment.
• Proven experience managing customer support or after-sales operations.
• Demonstrated success in leading and developing teams within a participative environment.
• Strong commercial awareness and applied business numeracy.
• Excellent influencing, negotiation and stakeholder management skills.
• Strong analytical, problem-solving and decision-making abilities.
• Sound mechanical and technical knowledge.
• Strong planning, organisation and execution management capabilities.
• Customer-focused, assertive and confident in challenging existing approaches where required.
• Entrepreneurial mindset with the ability to identify and capitalise on commercial opportunities.

EE Disclaimer:

All positions will be filled in accordance with the company's Employment Equity plan. We encourage people with disabilities to apply.

Application Unsuccessful Disclaimer:

If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.

REF: PG01