Aftermarket Manager

HR Manager MEA at Manitou Southern Africa (Pty) Ltd

GENERAL ACCOUNTABILITY :

With a direct report to the General Manager of Manitou Centres, this position is responsible for management of the Aftermarket department, in Service and Customer support. The primary focus is managing the activities and operations related to customer service and support.

DUTIES AND RESPONSIBILITIES :

o The Aftermarket Manager oversees the customer support process, ensuring that customers receive prompt and effective assistance with any issues, inquiries, or complaints they may have after purchasing a product or service.

o The Aftermarket Manager is responsible for resolving any problems or issues that arise post‑sale, whether they involve product defects, delivery delays, or dissatisfaction with the service provided.

o The Aftermarket Manager leads a team of Workshop and Field Service Supervisors and Managers or support staff, providing guidance, training, and support to ensure that the team delivers high‑quality service to customers.

Process Improvement :

o The Aftermarket Manager continuously evaluates and improves the after‑sales processes and procedures to enhance efficiency, effectiveness, and customer satisfaction. This may involve implementing new technologies, streamlining workflows, or introducing new service offerings.

o The Aftermarket Manager builds and maintains strong relationships with customers, ensuring that their needs are met and that they remain satisfied with the company’s products and services. They may also liaise with other departments, such as sales, marketing, and product development, to address customer concerns and improve the overall customer experience.

o The Aftermarket Manager analyzes customer feedback, support tickets, and other relevant data to identify trends, issues, and areas for improvement. This data‑driven approach helps them make informed decisions and implement targeted solutions to enhance after‑sales service quality.

Performance Monitoring :

o The Aftermarket Manager tracks key performance indicators (KPIs) related to customer satisfaction, response times, resolution rates, and other metrics to assess the effectiveness of the after‑sales support operations and make adjustments as needed.

Compliance and Quality Assurance :

o The Aftermarket Manager ensures that the after‑sales activities comply with relevant regulations and quality standards, such as industry regulations and company policies. This includes monitoring compliance with service level agreements (SLAs) and implementing quality assurance measures to maintain high service standards.

EDUCATION :

Technical qualification is an advantage, as well as past experience.

EXPERIENCE :

10 years experience in aftermarket or operational management.

COMPETENCIES AND SKILLS :

Technical business understanding; especially in mining industry.

Outstanding consultative abilities and excellent interpersonal skills with executive‑level customers and partners.

Ability to work collaboratively with colleagues and staff to create a result‑driven, team‑oriented environment.

Ability to plan and manage both strategic and operational scopes.

INTERNAL / EXTERNAL CONNECTIONS :

Works in partnership with almost all departments of the Headquarters to ensure close alignment.

Represents the company as appropriate in its relationships with major customers, suppliers, and competitors.

LOCATION & EXPECTED TRAVEL :

This position is based in Proton Industrial Park, South Africa and requires regional and international travel.

Seniority level

Seniority level

Mid‑Senior level

Employment type

Employment type

Full‑time

Job function

Job function

Customer Service, Management, and Other

Industries

Machinery Manufacturing

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