Contracts Manager

SUMMARY:
Utilise your Contracts Management experience in the Material Handling industry

POSITION INFO:

Skills required

• A trade-related qualification, with at least 5 years’ experience in forklift industry / Appropriate Business Administration qualification
• A solid capital equipment servicing background with experience on senior management level / experience in Service Management, working specifically on Industrial Equipment
• Firm knowledge of company policies and procedures
• Track record with customer retention and major accounts

Duties

• Monitor dispatch of products/delivery against targets
• Customer backordered parts follow ups daily
• Following up on quoting on additional work required as applicable, from the job cards/service reports after every service and repair has been carried out
• Track, analyse and report metrics or client service levels
• Ensure the successful landing of new clients
• Carry out random inspections on customer’s equipment after service and repairs have been completed – check up on Technician work quality and difficult repairs
• Collect monthly excess hours
• Ensuring the market related pricing and competitive information is always up to date and to report any changes and developments in the market back to the Management team
• Manage the quality of Product Support services and liaise with Rental/Short Term Rentals (STR) team
• Ensure compliance of support delivery and case resolution with stated service level agreements (SLA’s)
• Submitting weekly reports
• Servicing of maintenance and chargeable customers
• Resolve/assist in the resolution of disputes with customers subcontractors on site
• Ensure systems and procedures are in place to document contractual issues and manage contractual documentation effectively and efficiently
• Ensure variances in scope during project delivery are dealt with in accordance with an agreed procedure and company objectives are met
• Lead and direct all the major contracts under the service of support area
• Attend to warranties