To identify training opportunities and developing the knowledge and skills of engineers by conducting hands on training,
mentoring and practical demonstration are the major practical aspects of the role.
The quality control position ensures all work is carried out in accordance to the correct process, procedure, standards and works
closely with COE staff to share best practices and update group documentation and system, identifying opportunities for
improvement through periodical assessments or using dealer developed tools.
Introduce sustainable quality control measures utilising Mantrac / CAT best practices and documentation available, driving CPS
throughout all the service department inorder to create an efficiency driven culture that’s is measured and controlled.

Objectives
 Ensure technical quality and component life
 Develop staff practical competence

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 Ensure a safe operating environment and adherence to all safety policies
 Generate profit
 Ensure end to end quality control, providing consistently high quality finish products
 Be instrumental in developing communications with staff through CPS, tool box talks and best practice development
 Ensure all safety standards are fully complied with and safety awareness is developed
 Develop any growth projects relevant to the business and supported by CoE
 Improve performance and response time
 Adhere to Service Excellence guidelines
 Develop all areas of CRC certification to Caterpillar Standards

Accountabilities

TASKS

Main Duties and Responsibilities:
Job Outline – People Development:
The below activities are performed in order to achieve the above mentioned Objectives:
 Coach and mentor less-experienced employees, in all aspects of the CRC operations
 Develop own competence by online learning and attending courses.
 Identify and provide solutions to close skill gaps.
 Implement strict adherence to rebuild policies and procedures
 Develop CPS as a communication tool
 Recommend employees for current and future positions.
 Mentor Trainee Service Engineers & Jointly carry out system trouble shooting, repairs and overhauls in the Dealership's
workshop and CRC.
 Teach local staff, ‘On the Job’ how to carry out the all procedures and achieve performance standards.
 Interview staff for technical positions as part of a selection panel
Job Outline – Service Delivery & Customer Management
 Provide customers with level of service support associated with the Caterpillar product range.
 Implement the use of group standard, processes and procedures in the CRC and workshops
 Implement and adhere to company standards and procedures.
 Implement certification to Caterpillar and other standards and certification levels in the workshops.
 Continually review ways of improving performance and identify new areas of service revenue opportunities.
 Adhere to the company's ethics policy.
 Ensures the appropriate handling and response to technical inquiries from service and sales departments and customers.
 Provide technical support to the service staff to improve efficiency and quality of service given to our customers.

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 Monitor customer survey results, resolves any outstanding transactional issues.
 Direct customer complaints to the concerned team and review the responses while making sure that the complaint are
closed.
 Direct and implement appropriate quality control measures and ensures that the work is performed to the customer’s
satisfaction and re-do is minimal.
 Develop training plans and schedules for the team members in conjunction with the training manager and follow up its
execution.
 Administer the implementation of claims and warranty policy, ensures that all warranty claims are submitted in time, all
warranty refusals are reviewed and resubmitted, and claims preparation is done properly.
 Ensure that the service men under your division are trained on new machines systems, use of appropriate tooling and
proper repair procedures.
 Evaluates the performance of all service staff objectively and identify areas of improvement as required.
 Ensures that safety with in the branch are at the highest standard
 Assist with critical field jobs as and when required

Job Outline – Service Delivery & Customer Management
 Provide customers with level of service support associated with the Caterpillar product range.
 Implement the use of group standard, processes and procedures in the CRC and workshops
 Implement and adhere to company standards and procedures.
 Implement certification to Caterpillar and other standards and certification levels in the workshops.
 Continually review ways of improving performance and identify new areas of service revenue opportunities.
 Adhere to the company's ethics policy.
 Ensures the appropriate handling and response to technical inquiries from service and sales departments and customers.
 Provide technical support to the service staff to improve efficiency and quality of service given to our customers.

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 Monitor customer survey results, resolves any outstanding transactional issues.
 Direct customer complaints to the concerned team and review the responses while making sure that the complaint are
closed.
 Direct and implement appropriate quality control measures and ensures that the work is performed to the customer’s
satisfaction and re-do is minimal.
 Develop training plans and schedules for the team members in conjunction with the training manager and follow up its
execution.
 Administer the implementation of claims and warranty policy, ensures that all warranty claims are submitted in time, all
warranty refusals are reviewed and resubmitted, and claims preparation is done properly.
 Ensure that the service men under your division are trained on new machines systems, use of appropriate tooling and
proper repair procedures.
 Evaluates the performance of all service staff objectively and identify areas of improvement as required.
 Ensures that safety with in the branch are at the highest standard
 Assist with critical field jobs as and when required
.
Position Relationship with Other Parties

Internal Relationship External Relationship

 Human Resources
 Admin.
 IT
 Finance
 Machine
 Power system
 COE
 Strategic planning
 Product support
 Marketing

 Customers
 Caterpillar representatives

Work Environment
The position follows the normal working environment of the organisation; it will require outdoor meeting with customers.
 Indoor: 90%
 Outdoor: 10%

Competencies

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 Coaching/Counselling
 Dealing with conflict
 Managing performance
 Solving problems/ developing opportunities.

Job Requirements
Education:  Mechanical or Electrical Engineering
Experience:  10 years of experience in customer service and service operation field
Languages:  English