Area Service Manager

Position Title: Area Service Manager
Location: Western Cape
Date posted: 30 September 2021
Closing Date for Applications: 07 October 2021
Reports to: National Technical Manager

Purpose of the job

Implement and execute the service strategy focus on Customer satisfaction and branch / dealer Service profitability in the area of responsibility as AMS Customer & Product Support.

Reporting to National Technical Manager working in team with Brand market organization team to maximize opportunities and guarantee an effective liaison with the branch / dealer network CASE AG Southern Africa.

Good communication and work relationships will be required with the local Technical Training, Parts and Commercial team to have support and coherence within the Service Strategy and projects development to maximize Service result and perceive support by Customers and Branch / Dealers network CASE AG Southern Africa.

Key areas of responsibility

  • To Develop the service element of the annual branch / dealer business plan and ensure it is followed on a monthly:
  1. Compliance to CNH Dealer standards that will require an action plan and          regular audit.
  2. Training needs analysis to assure adequate preparation of the dealers on different specific tools: 3 Dealer Portal, ASIST, eWarranty, eTIM, WIT, eParts, and all other standards tools developed by CNHI.
  3. Owner: Implementation, enforcement and monitoring. Includes, training, workshop standards, tools, Tech Pubs subscriptions, ASIST behaviour, warranty behaviour, service presentation, service management.
  4. Branch / Dealer service marketing campaigns and other actions that support workshop activity.
  5. Development of Branch / Dealer service activity considering quality and timeliness and continuous improvement of communication with new customers.
  6. Ensure professional machine installation (CPDP) when delivering new equipment with the correct pre delivery checking of machines.
  7. Management of technical information in the branch / dealership and report of technical concern and customer complaint to CNH.
  8. Manage and assist branch / dealer technical concerns reported on THD for prompt customer resolution.
  • Develop Service Management skills and use of CNH process and tools with Branch / Dealer workshop manager with a focus on aftersales business growth.
  • Make sure that any dealer submit its Service Business Plan agreed, measured and monitored over the year, based on workshop KPIs (Absorption, sold hours efficiency).
  • Management and development of Service package and long terms Service Contract (Insurance coverage, Maintenance contracts, etc.)
  • Assure adequate report of technical concerns from network involving when no timely solution or answer has given and monitor the proper escalation in the company process raising the red flag to central Service organization.
  • Support all marketing initiatives according fairs/shows and field product presentation.
  • Define role and process for dealer managing Service workshop sub-network assuring customers satisfaction and monitoring processes.
  • Operative support, to new Dealer Start up and New Product launch
  • Support the dealer with customer problem resolution with direct involvement with appropriate visits to the customer to ensure retention.
  • Adopt Customer Centricity focus and visit key customers on a frequent basis.

Knowledge and skills needed for the job

Minimum Required Education Matric/ Grade 12
  • Technical Qualifications
  • Technical Education with knowledge of Mechanics, Hydraulics and Electrics
Related experience
  • 5 years: Technical knowledge/experience of Agricultural Equipment
  • 3-5 years: Proof of managing relationships and influencing ability
  • 3-5 years: Leadership & Exceptional Communication skills
  • Knowledge of the Dealers and Distributors Networks

Competencies and Key Behavior

  • Analytic approach in reporting, track, measure, assess performances
  • Knowledge of MS- Windows / Office Applications
  • Field experience
  • Fluency in English
  • Fully availability to travel on frequently basis (50% of the time)
  • Deliver customer satisfaction
  • Build customer relationship
  • Proactive use of technology for remote working conditions.

How to apply?

Interested candidates who meet the above criteria are requested to email their CV to HR at by no later than 07 October 2021 at 16h00.

CNH Industrial AG &CE  is an equal opportunity employer and all appointments will be aligned to the Company employment equity strategy.
• Should we not contact you within 14 days of the closing date of this advert, kindly regard your application as unsuccessful.