Role Purpose –

The purpose of this role is to ensure best practices are followed in all areas of responsibility regarding National Product, Technical and Warranty Support for all stakeholders.   

The role is to also assist new and existing customers, suppliers, dealers, and principles by explaining features, clarifying operating instructions/requirements, and providing troubleshooting tips. Assist in diagnosing advanced technical issues and assist with repair requests from time to time. They are also required to train or educate internal users and assist the Training Department with creative training programs or materials

Skills and Experience (Minimum requirements:

The requirements listed below are representative of the knowledge, skills, education / training, and experience required for this position:

• Matric, Grade 12 or equivalent qualification
• Technical Trade Qualifications but with a minimum of 10 years post qualification experience (Internal combustion engines, hydraulic systems, brake systems, electrical systems)
• Assessor or Moderator Qualifications (if not qualified, Masslift will support such qualifications)
• Education, Training & Development Diploma or equivalent
• Valid Code 8 / EB driver’s license.
• Post Management / Leadership experience (minimum 2-3 years’ experience)

Duties and Responsibilities:

To perform this job successfully, the appointed individual must be able to perform each essential duty and key performances to high level of standard. This list of key performance areas not limited and may be changed or supplemented to accommodate business needs from time to time:

• Provide, product, technical and warranty support to internal employees, regions, departments, dealers, service agents, customers, suppliers, and our principles (MLAP, Carer and others)
• Provide technical expertise to support multiple projects.
• Consult with key stakeholders to ensure that the introduction in implementation of new products is well received and that training is provided.
• Ensure product and technical quality assurance and specification are in line with OEM standards.
• Conduct Preventative Maintenance and Service Spot checks on work completed, both in the workshop and in the field.
• Support the Technical Training Department with Apprentice Assessments as and when required, giving formal feedback to support performance reviews and personal development.
• Plan and organize advanced maintenance procedures as and when required.
• Support and lead continuous improvement, problem solving and process improvement activities within the product, technical and warranty spaces.
• Investigate, give guidance, and improve on production shortfalls to eliminate premature breakdowns at delivery or soon thereafter.
• Perform root cause analysis and resolve problems.
• Keep up with current and developing manufacturing trends from MLAP, Carer and other suppliers.
• Support Technical Training Manager and training departs in identifying shortfalls and prioritize training developments and interventions.
• Support teams with advance engineering principles, theories, and concepts.
• Regular Technical Service Bulletins to be clearly articulated and distributed to all technical personal, dealers and service agents. (Weekly / Monthly)
• Manage activities of a complex nature where there may be no precedents available.
• Analyse trends regarding all forms of maintenance and provide training and guidance to the service team to effectively distinguish between maintenance and abuse related work.
• Analyse and support national machine standing registers, ensuring machines are brought back to operational standards.
• Analyse, distribute, schedule all robbing of machines and ensure that robbing reports are submitted weekly and are both accurate and up to date at the end of each working week.
• Undertake special projects as required (Site set ups, new product installations).
• Contribute to continuous improvement activities.
• Support Team with technical data to improve efficiencies.
• Quality control of work by appropriate reviews.
• Write reports and present progress at project meetings.
• Conduct benchmarking studies to determine best practices/designs and future trends.
• Manage all relevant Key Performance Indicators (KPIs)
• Attend monthly service and warranty meetings with MLAP and action/communicate instructions.
• Manage Warranty Procedures and reports out of ADP and Dealer Portal.
• (Warranty reports updated and distributed weekly to regions and monthly to COO & CEO)
• Undertake continuous warranty training and development.
• Double check the warranty claims statuses on the warranty portal and ensure that the schedule is updated weekly by the service administration with new claims logged.
• Process the relevant journals for the warranty account and schedule and reconcile to the general ledger.
• Manage and Report on all Policy Warranty projects for satisfactory completion in each respective month. Product Support will be responsible for the control and approval of all Policy Warranty Costs from all Service Departments and Regions.
• Oversee and manage the technical aspects of the PDI process and quality control of the product being put into the market, to ensure that the quality of work is of the highest standard.
• On the job skills audit to be conducted on the technical staff. The findings will be provided to the technical trainer to upskill the staff to improve efficiency.

Masslift Africa is an equal opportunity employer and preferences will be given to individuals from the designated groups.

Role Purpose

Skills and Experience (Minimum requirements:

• Matric
• Industry experience is preferable.
• Good administration skills.
• Relevant computer skills including e mail, excel, word and power point.
• Used to working to and achieving deadlines monthly.

Duties and Responsibilities:

• Contact all customers to acquire relevant PO numbers for invoicing purposes. Rental & excess.
• Formulate quotes and send to customers upon request.
• Ensure all monthly invoicing is done by the 10^th of each month.
• To coordinate and liaise with the Shipping and transport Coordinator to arrange most cost-effective and efficient transport possible to deliver and collect short-term units timeously and to ensure that transport costs are recovered from the respective customer.
• To work closely with the service department to ensure that all abuse by customers on the STH fleet is picked up, charged and Report all breakdowns reported by the customer.
• To collect hours worked by the STH fleet by the 5^th of each month.
• To handle all relevant short term hire debtors’ queries as notified by the Debtors Controllers and to ensure that these queries are resolved timeously.
• Maintain debtors list that is discussed to determine who to section, what is outstanding, is there any queries etc.
• To do a weekly stock check of the short-term fleet on Monday’s and to ensure that the whereabouts of the entire fleet is recorded.
• Process all supplier orders for any STH expenses needed.
• To make sure all costs are processed by the 25th of each month and we receipt all costs (transport & sub hires) in the month that they occur.
• Ensure all customers receive invoices in order to receive payment on time.
• Phone all debtors before month end to make sure they are aware of invoices raised and what amount is payable.
• Calculate and send UTI report weekly.
• Ensure all documentation is saved on the share drive for each rental.
• Ensure all rentals have a valid rental agreement & waiver of hypothec signed by a competent person of the renting company before rental This includes making sure each page is initialled.
• Continuously attempting to find new customers by various communication channels.
• To work with other key Masslift personnel internally to develop and achieve company budget, performance and strategic objectives.
• Organise and implement one’s own formal skills and product training programs.
• To be part of good people management ensuring that one has a formal balanced scorecard and that the required performance reviews are conducted twice a year.
• To adhere always to health and safety, environmental and company standards and policies.
• To follow the company code of conduct and policies.
• To adhere to risk management policies.

Role Purpose

To handle/assist/prepare any Technician, Contracts Manager, and Workshop Manager parts quotes for all internal and external work. To check both local and factory availability of parts and to prepare parts pricing in line with all relevant parts discounting structures to ensure that we have a competitive advantage by following parts pricing policies and procures. To assist the Parts Counter Salesman as and when required. Develop relationships with local suppliers but more importantly with our principles (MLAP) to ensure good communication and feedback on parts stocking, availability, and delivery.

Experience and Minimum requirements:

• At least 3 years parts quoting or counter sales experience.
• Excellent communication skills with the ability to explain technical terms using simple language to both customer, dealers and employees.
• Additional certification related to parts is a plus.

Duties and Responsibilities:

• To handle all internal parts requests for JHB Aftermarket and Dealers, ensuring that the correct parts are identified and issued to properly authorized jobs.
• To provide parts pricing against correct part numbers for both external and internal work relevant to Contracts Managers and the Workshop Manager, ensuring accuracy on both the parts required and the cost of the quotation. All quotations must be prepared and re-submitted within 12 hours from receiving the correct information.
• To ensure that no contract or customer machine is left unavailable for more than 12 hours due to local parts availability.
• To handle all parts requirements of the technicians timeously ensuring that their time awaiting parts is kept within set standards.
• Daily, updating the lost sales file/report and report updates to Regional Ops Manager.
• To assist counter parts sales as and when required.
• To follow up on backorders to ensure that they are received and dispatched as promised.
• Urgently attend to loading of parts on WIPS to reduce Idle time for techs awaiting parts
• Daily Van Stock Count/Update
• To assist with parts stock taking from time to time as requested.
• To ensure that all quotes for parts, forks and tyres are followed up and billed correctly.
• Assist Stores to bin. Pick & issue parts as and when required.
• To ensure that stock losses and dead stock are within KPI levels.
• Work closely with other key Masslift personnel internally to develop and achieve company budget, performance, and strategic objectives.
• To adhere to good people management ensuring that you have a formal balanced scorecard and that the required performance reviews are conducted twice a year.
• To maintain health and safety, environmental and company standards and policies.
• To ensure that the parts stores are kept in a clean and tidy state and that parts are binned immediately upon receipt.
• To follow the company code of conduct and policies.
• Ensure that risk management policies are always implemented and followed up and that company assets and personnel under the department’s control are adequately protected.

Masslift Africa is an equal opportunity employer and preferences will be given to individuals from the designated groups.