MPL SLA - CAS Onsite Support Supervisor
Modular Mining
Johannesburg, South Africa
4d ago

SA CAS Onsite Support Supervisor - Contract position CUSTOMER SERVICES Job Purpose :

  • Ensures that the onsite Modular MineAlert CAS are functioning efficiently and within the KPI recommended by the customer.
  • Ensures that the contractor staff are properly scheduled to ensure SLA performance are not affected.
  • Manage, participates and coordinate technical resources in onsite support activities and contractual obligations.
  • Act as site 2.9.2 representative for onsite support technical activities in relation to specified product.
  • Identify and implement continuous improvements initiatives onsite and within the onsite support teams
  • Guide and mentor onsite support staff, Including conducting performance management reviews and managerial duties.
  • Ensure adherence to define processes and procedures (including SAP system usage and data capturing)
  • Travel requirements - 100% Site Based Job Requirements Title Description Work Experience

  • Degree / Diploma Qualification (e.g. Information Technology, Engineering, Electronics)
  • 2+ year’s experience in technical supervisory capacity
  • Strong analytical skills
  • Strong foundation on processes improvements tools and problem solving techniques (e.g. PDCA, DMAIC(Six Sigma), A3, 8DP / PSP, 5 whys, root cause analysis)
  • Solid foundation on configuration management practices
  • Experience with SAP business system for MRP, RMA, Material Management, and ECM functions
  • Extensive experience in installing, configuring and troubleshooting Modular Field Hardware Solutions
  • Performance managing and assessment of contractor maintenance staff.
  • Management / supervisory experience preferred
  • A practical knowledge of mining methods and key customer business improvement needs
  • Change Management

  • Demonstrated proficiency in applying Change Management methods
  • Interpersonal skills and communication

  • Strong written and interpersonal skills, ability to effectively interact with local and offshore teams
  • Ability to work with little or no supervision
  • Customer focus, commitment to excellence
  • Results driven
  • If not native English language regions, advance English proficiency (oral and written)
  • Personality attributes

  • Desire to learn new technologies and expand your areas of expertise
  • A resourceful thinker who is willing to challenge the status quo of the organization
  • Job Responsibilities Title Importance Description Personnel Safety & Wellness 4- Very Important

  • Instill a culture of risk assessment and prevention aimed at 0 harm
  • Participate and support corporate safety practices and processes
  • Provide a healthy work environment, both physical as well as psychological
  • Promote and stimulate a healthy lifestyle for our workforce Compliance and Fraud Prevention 4- Very Important

  • Comply with laws, rules, processes and standards
  • Ensure that business is carried out diligently, loyally, and ethically to protect the reputation of Modular and the Komatsu entities
  • Demonstrate respect for our values and Strategic Commitments
  • High Performance and Quality Culture 4- Very Important

  • Instill a culture of high accountability on expected results
  • Recognize and reward the most challenging results achieved
  • Essential Duties and Activities 4- Very Important

  • Works closely with corporate and regional teams, including, but not limited to, global deployment and support, mining services, to identify opportunities on improving customer value and / or support ability efficiency
  • Works closely with global deployment and support engineers and project managers to plan on-site deployments, upgrades, and performance assurance visits
  • Identifies opportunities, develops tools to standardize and improve the quality of deployments, RMA support, Engineering Change Management, and Hardware Quality Assurance
  • Defines and enforces usage of quality management tools and methods (e.g. Root cause analysis, checklists, 5 whys, etc.)
  • Defines and enforces processes improvements techniques (e.g. Six Sigma, PDCA)
  • Participates on deployment and support of modular product line
  • Defines, reviews, and creates system hardware configurations, installation instructions, process documentation as pertains to the immediate and cross-functional departments
  • Review, audit global installations, standards, and processes
  • Writes, updates and reviews technical documentation, including but not limited to, SharePoint, Zendesk support portal, troubleshooting articles, training material, lessons learned
  • Meets our internal and external SLA performance criteria
  • Product Support Deployment and Support 4- Very Important

  • Analyzes, produces, updates and questions product specifications
  • Estimates his / her work
  • Creates and / or updates technical and customer-facing documentation
  • Creates and / or updates the appropriate documentation
  • Deploys and / or updates modular products
  • Troubleshoots issues on modular products
  • Proposes workarounds for issues when applicable
  • Creates and / or updates defect logs and follows up on defect life cycle
  • Investigates support defects and takes appropriate corrective actions
  • Follows CM standard policies and processes
  • Product Support - Client Service 4- Very Important

  • Manages difficult or emotional client situations effectively
  • Responds promptly to client needs
  • Maintains courteous and professional phone 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
  • KPI Management 4- Very Important

  • Track and maintain onsite site support teams in alignment with Weekly KPIs listed below (not limited to) : Track meantime between failures and initiate improve plans Track meantime to repair and initiate improve plans Track equipment downtime initiate improve plans Track contractor employee efficiency Report on Safety Stats Prepare employee development plans in alignment with customer requirements
  • Job Relationship / Reporting Structure Direct Manager : Hardware Systems Deployment and Support Supervisor (Africa) Competencies Competency Description Required Level Importance General - Organizational Awareness

  • Demonstrates an understanding of the organization’s functions and responsibilities
  • Considers the organization’s capabilities, mission, vision, values, and strategic goals and objectives in work efforts
  • Knows the capabilities, capacities and constraints of the organization
  • Reviews external information and news to learn about political, economic and social issues that might affect the organization
  • Identifies individuals who have the technical expertise to respond to inquiries on specific topics
  • Identifies information resources to stay informed of changes occurring in the organization
  • Keeps current on formal and informal reporting relationships
  • Adheres to global and local rules and policies
  • 4- Very Effective 4- Very Important General - Interpersonal Skills and Team Collaboration

  • Shows respect for others and maintains smooth working relationships
  • Demonstrates genuine concern for others
  • Works to reduce interpersonal conflicts
  • Exercises tact and sensitivity when dealing with others
  • Accurately perceives how others see him / her
  • Accepts and offers constructive criticism in a positive manner
  • Considers the needs and feelings of others
  • Helpful, courteous, and professional with all team members when discussing technical issues with inexperienced team members, providing status updates, and discussing new procedures
  • Communicates openly with the team before making changes to shared resources and / or live systems
  • Communicates major or blocking problems in a timely fashion
  • 4- Very Effective 4- Very Important Manager - Human Resources Management

  • Proactively identifies and develops potential successors for key positions
  • Clearly articulates performance objectives and requirements to staff
  • Assigns responsibilities that effectively challenge and utilize team member skills
  • Establishes procedures to monitor activities of staff
  • Is visible and in touch with staff
  • Conducts effective and timely performance and development reviews
  • Recognizes and rewards performance and improvement
  • 4- Very Effective 4- Very Important Manager - Safety Leadership

  • Ensures a physically and emotionally safe work environment at Modular offices and other work sites for all employees, customers and other visitors
  • Deals with safety risks proactively
  • Keeps up-to-date on local workplace safety laws and regulations
  • Regularly assesses the workplace for any hidden safety risks and reports concerns to relevant stakeholders
  • Raises issues of interpersonal hostility to appropriate managers and HR representatives promptly
  • Holds employees accountable for maintaining a safe workplace and reporting safety issues
  • Sets an example in safety leadership - trains and mentors employees on keeping Modular safe Manager - Team Building Encourages everyone to contribute his / her best knowledge and efforts toward meeting customer requirements by encouraging and rewarding teamwork
  • Builds a creative, productive team that capitalizes on the talents and experiences of a diverse group of people
  • Encourages teamwork between work units at all levels to solve problems Encourages collaboration, not competition, among staff and work units
  • Builds trust and breaks down barriers between staff, work units, organizational levels, customers, and vendors / suppliers Utilizes effective group process skills to ensure the active participation of all staff PD - Project Administration PD - Project Management Plans and organizes
  • time, resources, and work efforts to ensure projects are completed on time and meet all customer requirements
  • Monitors timelines and resources to ensure smooth project progress and satisfactory completion
  • Gains buy-in and effectively communicates the project plan with team members
  • Anticipates and overcomes obstacles
  • Completes work thoroughly and accurately without sacrificing quality
  • Supervises internal and external project resources, e.g., technicians and consultants
  • Accurately estimates and allocates his / her time to complete project elements
  • Develops realistic action plans that achieve schedule and resource requirements
  • Negotiates necessary resources with management to ensure project success
  • Modifies plans to adjust for unforeseen situations and changing requirements
  • Follows-up on decisions and work plans to ensure their timely and effective achievement
  • 4- Very Effective 4- Very Important

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