Manager Site Service

Job Position: Manager Site Service

Company: International Mining Company

Area: Ulaanbaatar, Mongolia

Purpose of the role:

The primary purpose of this role is to plan, organise and lead the effective and efficient operations of the Service team and the placement of Maintenance Technicians within the Regional allocated area, taking into account skill set, location and hours worked. In doing so, monitor performance to ensure safety, quality and delivery requirements are met to enhance regional site services performance and ensure profitability, while growing the business within the region.

Major Responsibilities:

• Maintain a commitment to Safety and Quality by following Company policies and Procedures
• Modelling the behavior of right first time and accepting nothing less than high quality performance and product

• Compliance to all Company and Client safety and environmental systems, standards, and legal requirements.
• Review and update existing procedures; initiate/develop new procedures; train, evaluate team members in the procedures.

• Ensure all tasks on-site or in the workshop are performed in a safe manner, demonstrating a commitment to working in a safe manner at all times.
• Conduct regular Toolbox Talks to communicate potential safety improvements, alerts and review of incidents and their outcomes and actions.
• Ensure effective investigation of incidents and injuries and implement recommended corrective actions.
• Drive working committees to engage team members in safety improvement.
• Supervise the site and workshop activities of the Mechanical and Screen Service teams to ensure productive outcomes, and ensuring optimum utilisation.
• Primary contact for selection of new/replacement Service Technicians - actively engaged in the selection process to ensure qualified applicants are selected who will contribute well to overall team performance. Create a high level of team spirit and engagement by creating an open and trusting environment where teamwork and co-operation is valued and encouraged.
• Continuously include coaching as part of your leadership style and ensure to the ongoing technical and professional development of direct reports.
• Effective coaching and feedback to ensure direct reports are clear on performance objectives and professional behaviours expected. React in a timely manner on individual performance challenges and do not let performance challenges escalate.
• Manage all Client Relationship issues that arise by maintain a customer centric focus provide solutions to customer needs including: Liaise with customers and advise of planned dates for work, prioritising workloads; Manage bookings of breakdowns, installations and service visits with external stakeholders; liaise with the customers by telephone and email to assist them with enquiries, quotations and potential orders; Handle service bookings and customer queries over the phone; Schedule regular client visits to maintain develop and maintain a close relationship to understand customer issues in relation to equipment downtime, reliability problems and approaches for improving lifecycle costs via preventative and predictive maintenance; Ensure all interactions with the customer (face to face, written reports, emails, phones calls) at all levels are positive, professional and maintain the credibility and competitiveness within the market; Build trust with the customer by keeping promises/commitments and; actively building relationships to gather additional market knowledge to pass on to other parts of the business to facilitate value adding opportunities.
• Coordination of Site Service Branch Activities including organising and leading weekly meetings with Sales, Operations and Planning to maintain cross functional communication; Identify process (SOP) in consultation with OTD and Sales to proactively manage the follow up of orders and quotes after service visits; ensure all meetings have minutes which documents agreed actions and records target dates and who is accountable/responsible for actions; Identify non-conformance (Quotes/DIFOT/Quality) and identify actions (eg. System/process implementation to be taken to address and remove/reduce the risk of further non-conformance).
• Manage performance and profitability of branch site service by managing cost control, maximimising margins and engaging with Engineering or Sales as required
• Manage the Invoice Query database and see all queries through to a conclusion within the given time frame.
• Actively participates in/recommends selection of Supervisors
• Plan development of identified customer opportunities.
• Any other duties as directed by your Manager

Knowledge, Skills & Experience

• Trade Qualified; fitter, mechanical, Engineer
• 5+ years previous experience of supervising a site service team within the mining sector and preferably using an ERP system.
• Experience in mining commodities both (Hard Rock).
• Prior responsibility for profitability of a business centre.
• High standard of technical skills relevant to the trade.
• Experience in a fabrication and manufacturing environment.
• Ability to be read and understand engineering drawings.
• Current Manual Car Drivers License.
• Demonstrated Industry and Product knowledge of mineral processing in mining Sector.
• High level of physical fitness to perform the job requirements
• Team player, able to interface positively with all team members
• Excellent oral, written and interpersonal communication skills in order to work with customers, contractors and other personnel on a daily basis
• Intermediate Level of MS Word, Outlook and Excel.
• Demonstrated ability to deliver in a fast paced, changing environment while maintaining high attention to detail.
• Strong customer service skills
• Ability to analyse and problem solve as required
• Experienced utilising ERP database systems i.e. Pronto, SAP or similar systems.
• Good organisation, multitasking and time management skills that delivers effective planning and housekeeping standards.
• Ability to plan work effectively and efficiently with a minimum of supervision and set priorities for own personal goals.

As an equal opportunity employer, Our embraces diversity and equality by promoting an environment of inclusion.

We encourage applicants of all backgrounds and perspectives to apply - the more diverse our employees are, the stronger our team is.

For further information: +976 9009-2332, bayandalai@scc.mn