Service Support Coordinator (Earthmoving/Construction Equipment Industry)

Introduction The main purpose of this role is to drive and support business growth by providing effective technical service support and managing the warranty process across branches, dealers, and customers.

This includes the full warranty process while coordinating all technical details related to claims. The role ensures that monthly technical meetings are held with dealers and that service department standards are implemented consistently across all branches and dealer networks. Continuous engagement with OEMs is essential.

Additionally, the role manages system access for users on the OEM portal and oversees the planning and execution of the annual technical training schedule. It also involves coordinating the use of MyDevelon and WearCheck SOS reports to ensure end users understand and benefit from the available technology.

The individual assists in compiling Customer Service Maintenance Agreements and supports the sales team with life cycle costing, focusing on parts and component longevity. A key responsibility is ensuring all machines are maintained and operated according to OEM requirements.

The role further supports the Service Manager with daily service-related needs and monitors OEM Dealer Key Performance Indicators to ensure alignment with targets.

Reporting Structure

CEO MD Service Manager Service Support Co-ordinator

Duties & Responsibilities Key Performance Areas

Ensure all warranty claim submissions and OEM payments are accurately submitted. Ensure development of technical staff and technology growth. Ensure the effective and efficient administration of the relevant function in accordance with company policies and procedures. Manage proactive KPIs, machine alerts, SOS alerts and pre-service planning. Ensure achievement of OEM and Dealer global targets.

KEY OUTPUTS, ACTIVITIES & MEASURES

1. Warranty Claims and OEM Payments

Key Activities

Submit all warranty claims within OEM timelines. Monitor claim status and resolve rejected or pending claims. Ensure all supporting documentation is complete and accurate. Reconcile OEM payments against submitted claims.

Measures of Success

Warranty claims submitted within OEM deadlines. High claim approval/payment rate. Less than 2% claim rejection due to administrative errors. Monthly warranty reconciliation completed.

2. Technical Staff Development and Technology Growth

Key Activities

Develop and implement annual technical training plans. Monitor completion of OEM training and certifications. Promote the use of technology (Telematics, MyDevelon, Product Link, SOS, etc.) to improve service delivery. Mentor technical personnel and dealers.

Measures of Success

90% or more of the annual training plan completed. Increase in technician competency and certification levels. Increased utilization of technology platforms. Improved first-time fix rate. Reduced repeat failures.

3. Effective and Efficient Administration

Key Activities

Ensure compliance with company policies and procedures. Maintain accurate service, warranty, and technical records. Ensure reports are submitted on time. Support branch and dealer administrative requirements.

Measures of Success

100% compliance during internal and external audits. Reports submitted by agreed deadlines. Minimal administration errors. Positive audit findings.

4. Proactive KPI Management, SOS Alerts and Advanced Service Planning

Key Activities

Monitor machine health through telematics. Review SOS reports and critical machine alerts daily. Coordinate preventative maintenance and repairs before failures occur. Communicate recommendations to branches and customers.

Measures of Success

Reduction in unplanned machine downtime. 95% or more of critical alerts actioned within target response times. Improved machine availability and reliability. Increased ratio of planned versus reactive maintenance.

 

5. Achievement of OEM / Dealer Global Targets

Key Activities

Monitor monthly OEM KPIs and dealer performance. Review performance with branches and dealers. Implement corrective actions where targets are not achieved. Drive continuous improvement initiatives.

Measures of Success

Monthly achievement of OEM and dealer targets. Actual performance versus target reviewed monthly. Positive trend in KPI performance. Improved dealer and customer satisfaction scores.

Desired Experience & Qualification Minimum Qualifications Required

National Senior Certificate (Grade 12). Earthmoving Trade Test in a related field.

Minimum Experience and Competency Requirements

Experience

Earthmoving Industry: 3 to 5 years.

Competencies

Technical and mechanical knowledge and understanding. Excellent communication and influencing skills. Warranty system management experience and exposure. Ability to work effectively with OEMs, dealers and customers. Strong time management skills. Experience working to deadlines.

Package & Remuneration R48 000 - R58 000 CTC (Medical Aid, Pension Fund, Group life benefits)