Performance Assurance Lead
Modular Mining
Johannesburg, South Africa
1d ago
  • PERFORMANCE ASSURANCE LEAD CUSTOMER SERVICES Job Purpose : Role focuses on deriving customer-centric value from our IntelliMineĀ® Management suites of products that is, increased equipment utilization and availability;
  • improved safety awareness; improved production and ultimately mine at lowest cost per material moved. Approach : Proactively working together with customers on and off site to make sure end-user roles are clearly defined and well supported;
  • end-users are well trained and competent; supporting hardware-software infrastructure is appropriately configured and well maintained;
  • and all key customer stakeholders have visibility to live reports to be able to make proactive decisions. Travel requirements - Up to 50% Job Requirements Title Description

  • BSc Engineering - Mining , BE mining or any engineering degree
  • Degree in Mining
  • 5-8 years of Mining Experience post Graduate Training Program
  • Mine Planning & Grade Control
  • Surface Mining experience (preferred)
  • Product & Domain Knowledge
  • Strong knowledge of Modular products and Mining Production Operations and or Fleet Management Systems knowledge.
  • Interpersonal skills
  • Excellent interpersonal skills
  • Personality attributes, DISC profile
  • Must meet the sated requirements of the DISC profile for Role
  • Job Responsibilities Title Importance Description Operations : Technical Support & Service

  • Create high level and detailed site visit plans
  • Inspect current Tickets (Customer feedback and Internal follow up)
  • Perform technical troubleshooting and fixes along with assistance to the technicians
  • Create Site visit reports & action items
  • Conduct kick off , update and close off meetings with the customer.
  • Follow up on activities resulting from site visit reports
  • Generate or create relevant KPI reports in SSRS (SQL)
  • Roll-out projects and initiatives ensure correct documentation and processes are followed and implemented
  • Capture and report Sales lead generated from PAR cycles
  • Implement compliance measures and KPIs
  • Communication and reporting for client w.r.t open issues and system usage compliance, KPIs
  • Involvement in Enterprise Performance Assurance Review
  • Applications observation

  • Work with the Dispatch operator to observe and review usage of the system
  • Establish improvement opportunities such as training, assisted operations and advise on system usage and navigation
  • Document & communicate findings to the client
  • Provide recommendations to the client
  • Logistics

  • Communicate with the customer confirming the visit
  • Coordinate travel and accommodation requirements
  • Acquire approval from customer before site visit
  • Coordinate Performance assurance activities at the mine
  • Organize permissions from the customer to conduct work on site. ( including medicals and inductions )
  • Internal Business Process

  • To implement and maintain the Performance Assurance Process (PAP)
  • Roll-out projects and initiatives ensure correct documentation and processes are followed and implemented
  • Compliance

  • Form teams of Field Technicians and Field Engineers and communicate the task requirements & dates
  • Monitor and provide advise on tasks performed to the PA teams
  • Provide guidance to team members
  • Allocate timely resources for site visits
  • Review and report deliverable s per plan
  • Ensure ESS and Harvest requirements are complete and accurate
  • Administration

  • Ensure all approvals from designated managers internally before site visits
  • Create activities on Zendesk activities and log time accordingly
  • Comply with Mine safety rules as well as Modular safety policies.
  • Ensure resources comply with all travel requirements needed for the destination
  • Manage Performance Assurance Resources on site
  • Job Relationship Direct Manager : Performance Assurance Manager Competencies Competency Description Required Level Importance Troubleshooting Determines when investigative calls to customer are required to solve issues

  • Asks customers appropriate questions to properly scope the problem
  • Gains an understanding of customersā€™ needs and how they use the product
  • Invests necessary time to identify root cause
  • Requests assistance from more knowledgeable team members when unable to identify root cause or solution 5- Extremely Effective 5- Extremely Important Modular Products Restarts services
  • Cleans databases
  • Diagnoses UNIX / Linux & windows OS problems
  • Diagnoses Dispatch 5 & 6 problems
  • Adds printers
  • Adds and removes users
  • Configures applications. 4- Very Effective 3- Important Technical Services - Client Service Manages difficult or emotional client situations effectively
  • Responds promptly to client needs
  • Maintains courteous and professional demeanor
  • Anticipates what internal and external stakeholders must know about support issues / requests, and provides the information to relevant stakeholders
  • When unable to solve support issues, takes the initiative to find help without losing ownership of the issue
  • Does not take irreversible action without proper investigation
  • Avoids quick fixes and creates sustainable solutions
  • Verifies problems are resolved before closing service requests
  • Solicits client feedback to improve service
  • Meets commitments
  • Makes special efforts to ensure that customers are satisfied 4- Very Effective 4- Very Important Technical Services - Quality of Work Maintains work standards
  • Produces work that is accurate and complete according to specifications
  • Utilizes available materials and methods to ensure completion of high quality work within budget
  • Completes work that requires few corrections or revisions 4- Very Effective 4- Very Important Technical Services - Technical and Professional Knowledge Keeps up-to-date on technical information, technology, policies, and procedures, and uses such knowledge effectively
  • Serves as a resource person on whom others rely for technical advice
  • Keeps informed of the latest developments in his / her technical area of expertise 4- Very Effective 4- Very Important Technical Services - Problem Solving Identifies and anticipates potential problems for timely corrective action
  • Assesses the strengths and weaknesses of solutions and develops effective action plans
  • Recognizes problem situations and utilizes creative problem solving methods to identify solutions to problems
  • Correctly diagnoses a problem and then solves it himself / herself or identifies who can solve it
  • Appropriately prioritizes problems to determine their urgency
  • Works tenaciously to solve problems despite obstacles
  • Develops new or better ways of performing tasks 4- Very Effective 4- Very Important Technical Services - Planning and Organizing Plans work efficiently to meet short-term goals
  • Prioritizes work to accomplish tasks within given time frames / deadlines
  • Acquires resources needed to complete assignments 5- Extremely Effective 5- Extremely Important Key Performance Indicators
  • Customer Performance

  • Performance Assurance Cycles completed
  • Customer Data Integrity (Improvements and sustainability)
  • Customer System compliance KPIs (i.e operator route compliance, administrator compliance etc)
  • Customer Productivity KPIs (Show value in use aligned to customer objectives)
  • System / hardware roll-outs / updates with related success measures (Projects )
  • Customer Satisfaction

  • Help-desk age
  • Ticket Satisfaction
  • Value in use by utilizing the Modular Suite of products
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