Job Title: Maintenance Supervisor
Department/Unit: Technical
Reports to: Aftersales Operations Manager
Direct Reports: Senior Technicians
Internal Relationships: Warehouse Manager, Logistics and Admin Manager, Safety Manager, Operations manager, Finance, Business Development Associates, Technical Sales Managers
Job Summary
Oversee all post-sales activities, ensuring efficient service, maintenance, and support for all MHEs as well as an oversight for all project technical and maintenance activities.
Job Responsibilities - Key Result Areas
Team Management
▪ Lead and oversee the various technical activities across all functions and sites to reduce downtime and increase efficiency.
▪ Provide technical support for effective and efficient troubleshooting of complex equipment failure to facilitate timely restore them to default standard status.
▪ Enhance team productivity and skillsets trough training programs.
▪ Foster a culture of continuous improvements within the maintenance and technical team.
Service Optimization
▪ Develop and implement efficient service, maintenance, and repair strategies.
▪ Manage all repair of equipment failure and ensure timely and quality repair, guided by the standard operational procedure.
▪ Achieve and maintain high equipment uptime.
▪ Reduce mean time to repair of MHEs across all functions and sites.
Customer Satisfaction and Retention
▪ Establish and maintain strong customer relationship after-sales.
▪ Address customer concerns promptly and ensure high satisfaction levels.
▪ Improve customer retention rates trough proactive support.
▪ Implement policies to enhance overall customer experience.
Compliance and Quality
▪ Uphold high quality standards in all maintenance and technical activities.
▪ Ensure hygienic, clean, and tidy work environment including workshop, battery bay and technical office across all operational locations.
▪ Ensure compliance with industry standards and regulations.
Spare Part Management
▪ Collaborate with procurement manager for timely availability of spare parts- efficient and effective inventory of spare parts, optimizing stock levels.
Performance Metrics
▪ Define key performance indicators for the technical and maintenance team.
▪ Monitor and analyse performance data to identify areas for improvement.
Cost Management
▪ Optimize operational cost without compromising service quality.
▪ Identify cost-saving opportunities in spare parts management.
Process Innovation
▪ Introduce innovative processes to streamline operations and activities.
▪ Stay updated with industry trends and implement best practices.
Reporting and Analysis
▪ Provide regular report on technical and aftersales performance.
▪ Conduct in-depth analysis to drive strategic decision-making.
Skills & Knowledge Requirements
Excellent knowledge of electrical and mechanical troubleshooting
Extensive knowledge of fleet management system
Client Management Skill
Ability to lead and motivate others.
Analytical and problem-solving skills
Strong interpersonal relationship skill
People-management skills.
Team Lead
Project management
Excellent equipment failure diagnosis skill
Time management
Proficient with Microsoft Office suite or similar software
Technical report writing skill.
Key Performance Indicators
• Asset performance metrics (total uptime hours across all sites: 100% Uptime)
• Mean Time between Failure MTBF and Maintenance Backlogs & Overtime MBO routines, reporting and activities across all sites, not more than 24 hours for minor failures and not more than 72 hours for major failures (includes travel time)
• Periodical Learning and Development Initiatives (Training)- Maintenance Supervisor and Regional Technical Leads
• Net promoter score of satisfaction rating (90%)
• 0.001% asset damage across all sites resulting from technical personnel handling
Education and Experience
Education
BEng, BTech or HND in Electrical, Mechanical, or other related Engineering discipline. MEng plus MBA will be an added advantage.
Experience
A minimum of seven (7) years in material handling equipment industry with at least as two (2) years handling end to end technical operations.
Hands on experience in operational and technical knowledge of various categories of battery-powered material handling equipment is a major advantage.
Must have managed not less than 200 technical equipments for a minimum of five (5) years.
Experience in material handling equipment planning, predictive and corrective maintenance execution.
Effective post sales equipment maintenance strategies and processes which aid robust customer satisfactions and business enhancement.
Excellent knowledge of fleet management system to monitor and promote equipment efficiency for continuous improved profitability.
At Workforce Group, we go beyond narrowly defined client issues, beyond conventional wisdom, beyond the expected, to create opportunities for our clients, candidates, colleagues, collaborators, and community. Through a network of diversified but highly complementary lines of businesses we have helped some of the most important and exciting organisations on the continent find the critical talent, access cutting edge advice and get innovative support they require to grow in a challenging market. We support businesses and organisations of varying size, structure and maturity across diverse sectors such as Technology, Telecoms, Oil & Gas, Financial Services, Third Sector, FMCG etc. to enhance business performance, optimise for growth and achieve exceptional results.
