Condition Monitoring Analyst at Mantrac Nigeria Ltd

SUMMARY OF RESPONSIBILITIES

• Work with customers, service and Sales teams to provide Condition Monitoring opportunities and IB (incremental business) quotes with the goal of generating, through the PSSR, Incremental Business for Mantrac and informative and actionable insights for the customer to improve the utilization and efficiency of their Cat fleet.
• This will be achieved by working directly with the customer either as part of an agreed Advanced Condition Monitoring service for selected customers and/or through the Sales and Service teams for all customers.
• To provide continual development of the Nigeria Service Operations. Ensure continual process of improvement takes place and that procedures are adhered to. Co-ordination and administration of Key Performance Indicators. Identify and implement Service Admin Accounting Systems that accurately monitor performance of the service operations. Provide full support to the Service Operations Manager on further Critical projects. Implementation of RPI-Repair Process Integration. Co-ordinate and administer development training in conjunction with the Service Operations Manager to ensure correct coverage.

MAIN FUNCTIONS

Continual Development of Service Operations

• Provide support to Service Operations Manager on the continual improvement of the Nigeria Service Management Systems.
• Provide accurate management information on the Nigeria Service Operations.
• Service Management Training needs are identified, advised to the Service Operations Manager and requested training successfully implemented.
• Liaise with the Service Operations Manager at all times and undertake any additional work assigned outside this job responsibilities and skill profile.

Administration of Key Performance Indicator (KPI) and critical Projects

• Provide the Service Operation Manger with easy solutions to extract KPI information from source.
• Continually monitor the performance of the Service department, making recommendations for improvement as appropriate
• Provide Service Operations Manager with analysis of the current KPI detail on monthly basis.
• Contribute to the strategy of the future development of KPI’s and critical projects.

Ensure Service Procedures are utilized

• Service Department Procedures are utilized at all times by service department staff and management
• Continuous improvement of the procedure
• Continually monitor the ease-of-use procedures.

Repair Process Integration (RPI)

• RPI is successfully implemented in Nigeria.
• Implement subsequent changes recommended by Caterpillar after implementation.

Marketing of Service activities

• Liaise with the Service Operations Manager and identify service marketing needs.
• Agree Service marketing strategy and action plan with Service Operations Manager and Marketing function.
• Co-ordinate with marketing function to ensure that marketing needs are adequately covered, and service has representation at every given opportunity.
• Receives call from Customer Service Advisor and/or MS Teams channel invite.
• Validates customer issues and conducts the initial analysis from MS Teams channel data.
• Gathers Remote Services (RS) data making effective and efficient use of CAT remote service tools.
• Conduct customer MS Teams meeting in order to gather remote inspection data.
• Conduct in-depth data analysis using special tooling for solution determination from root cause and parts needed.
• Implements Remote Solution Technician request/Customer Self Service
• Document Remote Diagnostic outcomes from Product Status Reports, advisory validation, CMA recommendations etc.

CONTACTS

• Internal: Product Support team, Service team, and Prime Product Sales
• Group: Group CoE support team
• External: Customers

Job Requirements

Education:

• Degree in Mechanical/Electrical Engineering

Experience:

• A minimum of 2 years’ experience in service - Field service would be beneficial.

Tools and Technologies:

• Strong computer skills (e.g. Microsoft office package)
• CAT Systems (e.g. SIS, TMI, SIMSi, VisionLink,)
• In-house software (e.g. ManPRO, Salesforce)
• Product Link
• SOS Reports
• CTS Reports
• ET Product Status Reports
• CAT Inspect reports
• CAT Foresight

ENVIRONMENT

• Financial Impact:
• See annual work plan.
• Hazards:
• Extensive and regular traveling by road, air, and water.