Workshop and Field Manager

Job Title: Workshop and Field Manager
Contract Type: Full Time
Location: Ethiopia
Salary: Negotiable
Contact Name: JP Matthew
Contact Email:
Job Published: May 09, 2017 08:59

Job Description

Reporting to the Product Support Manager.

Minimum 10 year total experience with Caterpillar dealers, minimum of 5 year experience as Service Manager at a main dealer branch.


Main Job Function:

  1. To plan and organize activities and personnel to ensure the department’s efficiency, safety and profitable growth, achieving the annual Business Plan.
  2. To plan and organize Service operations and personnel to better serve customers, timely resolve product issues, disputes and enhance customer relationship.
  3. To build a professional team with better KPI performance and create an environment where the department and its employee can develop and excel.
  4. To work closely with other Departments and the Management to ensure Company’s profitability and reputation.


Roles and Responsibilities:

  1. Manage Service team with highest level of integrity & ethics and be aligned with company’s vision & mission and corporate culture, identity and behavior.
  2. Communicate, coach and ensure all team members fully understand:
    1. The company’s vision & mission and corporate culture, identity and behavior
    2. Act with highest level of integrity, ethics and safety awareness
    3. Their job descriptions, role and responsibilities and KPI
  3. Maintain and improve customers’ satisfaction, loyalty and relationship.
  4. Plan and implement Service staff and technician’s development, including satisfactory level of knowledge, skills, job satisfaction, cost-effective people development, coaching and learning environment.
  5. Manage the assigned facilities in accordance to company’s policies and corporate image standard.
  6. Manage and monitor expense and investments planning, executing and controlling according to company’s agreed budget objectives and policies. Review of management accounts and comparisons with budget for variations.
  7. Monitor and improve the Service KPI’s, according to the Service Excellence Program.
  8. Assist and support Cross functional communication and maintain good relationship with Caterpillar.