Parts & Service Operations Manager

Job title: Parts & Service Operations Manager
Company: Multinational Engineering Company
Area: Ulaanbaatar, Mongolia

This role is responsible for leading and coordinating service operations to ensure high customer satisfaction, efficient resource management, and strong cross-functional collaboration. It focuses on equipment maintenance, technical support, and overseeing budgets, inventory, and quality standards to minimize downtime and maintain profitability. The position carries broader responsibilities than a supervisor, including significant customer and stakeholder interaction, while managing supervisors and support staff. It is a key role in driving operational efficiency and maintaining high service standards, with work carried out across workshops, customer sites, and field locations.

Main Responsibilities:

• Oversees equipment maintenance, ensures adherence to safety and quality standards, and provides technical support to the team and customers, all while minimizing downtime.
• Providing technical support and expertise to the service team and customers, assisting in troubleshooting equipment issues and suggesting potential solutions.
• Managing the operational budget for service operations, which involves forecasting expenses, controlling costs, and optimizing resource allocation to maintain profitability.
• Overseeing inventory management of spare parts, tools, and equipment, including managing stock levels and ensuring the timely availability of critical components to minimize equipment downtime.
• Implementing and maintaining quality assurance processes to ensure that maintenance and repair activities meet industry standards and manufacturer specifications. This includes conducting regular inspections, audits, and performance evaluations to identify areas for improvement.
• Manage and coordinate maintenance schedules across workshop departments.
• Oversee and conduct the generation of regular reports on critical performance indicators, including equipment uptime, maintenance costs, and service quality metrics.
• Performance management documentation and contribute to the establishment of Key Performance Indicators (KP|s).
• Assuming the role of primary contact for relevant customers concerning equipment maintenance and service-related matters. Responsibilities include fostering strong customer relationships, addressing inquiries promptly, and ensuring optimal levels of customer satisfaction.
• Serves as the primary contact for the individual customer regarding equipment maintenance and service-related matters. Works with internal stakeholders to align departmental objectives with organizational goals.
• Pursue continuous improvement by pinpointing opportunities for process enhancement and efficiency gains within service operations practices. This involves data analysis, seeking feedback from stakeholders, and integrating best practices to boost productivity and cut costs. This is done through:
• Supervisors create and maintain effective communication channels with internal stakeholders, including other departments, teams, and management levels.
• Align departmental objectives with the broader goals of the organization, ensuring that all stakeholders are working towards common objectives.
• Foster a culture of collaboration among internal stakeholders, encouraging teamwork, knowledge sharing, and mutual support to achieve shared goals.
• Address conflicts and disagreements among internal stakeholders, facilitating constructive dialogue and finding mutually beneficial solutions.
• Ensure that internal stakeholders have the necessary support, resources, and information to carry out their responsibilities effectively.
• Leads and manages the team, sets priorities, supervises tasks, and establishes performance targets. Overseas and guides the daily activities of support, administrative, and supervisory personnel, alongside professional-level employees.

General Requirements:

• Degree or diploma in Mechanical Engineering, or a related technical field (preferred)
• Trade qualifications with extensive underground mobile maintenance experience considered
• Minimum 2–4 years' experience as manager
• Experience with underground and surface drill mining equipment and OEM maintenance systems

If you are interested in this role, please send your updated CV to gunbold@scc.mn or contact me at 99663800.