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 IntelliMine® 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 customers’ 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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