Technician at HMD Nigeria

Basic Responsibility

• Support the Maintenance Manager in providing timely service support for technical problems, monitoring, testing, and demonstrations that result in minimizing downtime, reducing costs or promoting our product capabilities in the case of a test or demo.
• Also responsible for supportingin troubleshooting, repairing and installing parts as needed to maintain the equipment.

Accountability & Responsibility
Scope of Accountability:

• Align action plans, activities, and scope with the Aftersales Strategy set by the Maintenance Manager
• Develop and execute customer engagement, sales and service strategies

Main Responsibilities
Duties include, but not limited to the following:

• Supervision and providing technical support to the technicians/customers in the form of troubleshooting either by phone or on site
• Supplying parts information in the form of suggested stocking guide
• Providing warranty support, evaluating and validating claims, discussing issues with the Maintenance Manager and submitting service reports
• Primary training contact on equipment operation and proper use; leading the training for customers on all relevant features and benefits of using our products
• Customising solutions to address issues specific to customers
• Set-up and monitoring of new or improved components testing
• Communicating service and other relevant activities to Customer and Maintenance Manager through daily service reports or relevant forms, email and telephone communication
• Keep and improve the customer satisfaction of current key customers
• Co-ordinate the training of technicians and ensure their competencies matches or exceeds the OEM standards and expectations
• Analyse service reports to assess the performance of all equipment sold by HMD Ghana

Key Performance Indicators

• Return On Investment (ROI) of Engineering and Service Activities (Achieved v/s Planned)
• Customer satisfaction
• Timely Completion of Equipment repairs and tasks

Required Profile
Education:

• Diploma /Degree in Mechanical / Automobile / Engineering having a minimum of 5 years of relevant experience, knowledge of inventory control, analysing the most recurrent failures and provide solutions to Sites and make continuously follow up on the improvement

Experience:

• 3 years of professional experience in similar role
• Country Experience is a major plus; Machinery Experience (or B2B company) is a major plus
• Experience working with mining machinery, preferably excavators, wheel loaders and dump trucks (a strong technical background is desired)
• Technical sales experience in a Dealership environment, preferably selling solutions to mining and construction customers
• Initiative – a desire to take responsibility for a region and drive progress
• Excellent verbal and written communication skills
• Strong problem-solving ability
• Commitment to providing quality customer service, on a consistent basis
• Ability to handle and work under pressure, and prioritise workflow
• Solid report writing ability and computer literacy.

Technical Competencies:

• Strong knowledge of Maintenance Systems’ and execution
• Good Planning, Prioritizing, & Organizing skills, with strong Follow-up
• Effective Time Management with demonstrated ability to manage people and tasks effectively.
• Strong Verbal and Written Communication skills, with ability to prepare Weekly/Monthly Presentations and Reports
• Strong computer skills (use of Microsoft Office Products- Word, Excel, Power Point…)
• Good Negotiation Skills

Leadership Competencies:

• Customer driven (internal and external)
• Possess personal qualities of Integrity, Respect and Commitment to corporate mission
• Strong personality and able to work independently
• Result oriented with string ability to execute
• Well organised and systematic
• Ability to communicate effectively with people at various level of the organisation
• Strong written, oral and interpersonal communication skills
• Good understanding of Mining and Construction customer segment and application
• Inclusiveness and ability to work well with different cultures and working environments

Languages

• Fluency in languages: English.

Other Requirements (Travel; Working Conditions, etc.)

• Mobile (need to visit clients, prepare events, visit external service providers).