Technical Manager: Africa

We are a global technology company developing innovative solutions for mining tunnelling and construction improving project safety environmental impact and productivity. We offer premium equipment all-round aftermarket services and high-quality chemicals and rock support as our core products to our customers. We operate globally in over 30 countries with more than 1800 experts. At Normet we commit to a culture founded in our Values - Caring Committed & Courageous. We foster your talent with us you shine.

POSITION INFORMATION

JOB TITLE

Technical Manager: Africa

Date JD Last Updated

25 May 2025

REPORTS TO

General Manager: Services: Africa

Departmental Manager Approval

DEPARTMENT

Service Sales

HR Manager Approval

DIVISION

Services

Director Africa Approval

APPROVED JOB GRADE

Incumbent Acceptance

MAIN PURPOSE OF THE JOB

WHY DOES THIS JOB EXIST AT NORMET

The purpose of this job is to manage the day-to-day Technical Queries and developments within the region. Responsible and accountable for the day-to-day management of the technical services department (Product Master management warranties dealer and customer queries) as well as ensuring sound quality systems and training material for use within Normet Africa.

ORGANISATION STRUCTURE

MINIMUM REQUIREMENTS

Education

• Bachelors Degree in Engineering or Similar

Experience and knowledge requirements

• 5 Years in a Similar Field within an OEM

Other (knowledge and skills) e.g. understanding of relevant legislation knowledge of relevant company procedures

• Understanding and technical knowledge of Trackless Machines and related sub-systems in an underground mining operation
• Champions fleet uptime across the region.
• Understanding of the Occupational Health and Safety Act and related safety guidelines
• Understanding of warranty metrics (MTTR and MTBF).
• Ability to articulate thoughts clearly and lead a client Meeting

BUDGET MANAGEMENT (if applicable approximate value)

Operational budget per annum

Euro 1.5m-3m

Capital expenditure per annum

Euro 1m

SPECIAL CIRCUMSTANCES (e.g. travel working after hours geographic responsibility etc.)

Travelling required throughout the Africa region to ensure working performance standards are adhered to.

Working after hours may be required in order to support clients running a 24-hour working fleet.

KEY PERFORMANCE AREAS (KPAS)

KPAS

CORE ACTIVITIES & ACCOUNTABILITIES

(RACI) R responsible A accountable C consulted I - informed

KPA 1

Technical Management

• Manage technical support product master portfolio to optimize customer response times and improve fleet uptime.
• Warranty Case Management-ensuring that the customer receives the best support possible on warranty cases. Closure duration and customer satisfaction rates to be measured in warranty cases.
• Managing PDS implementation within Southern Africa.
• Budgeting and Managing the upgrades and modifications portfolio and driving growth within the African region.

KPA 2

Training

• Responsible for creating and delivering the training budget.
• Creating and delivering materials for training resulting in a standardized training portfolio.
• Management of the day-to-day product master staff contingent.
• Development of a training plan for the technical staff based on a Gap Analysis

KPA 3

Quality Portfolio

• Creation of quality check document templates and implementation across the region.
• Lead role in ISO 9001 implementation.
• Identifying key customer satisfaction metrics and following up.

COMPETENCIES & SKILLS

CORE COMPETENCIES (which competencies are critical to ensure success in the job) e.g. technical skills computer skills leadership skills project management skills ability to work under pressure customer centric communication skills (written & verbal) people management skills business acumen strategic thinker etc

GENERAL COMPETENCIES e.g. planning & organising collaboration skills problem solving skills results oriented best practice application innovation etc

• Sound Leadership Skills Ability to Mentor and Develop Employees

• Problem Solving Ability-Ability to navigate and troubleshoot customer problems

• Project management Skills-Ability to provide the customer with time-bound milestones

• Systemic thinking-capability to logically navigate a problem
• Ability to guide implementation teams on new software implementation

• Business Development skills. As custodian of the department the field service manager should also be able to sell his departments services

• Safety Legislation Awareness- develops maintain and improves on safety processes and systems

• Customer Centricity High EQ under tough client facing situations

• Technically strong Ability to understand a process behind complex system repairs
• Able to challenge the status quo on repair timeframes as a result improving profitability on jobs and minimising downtime.
• Change leader for efficiency productivity and best in class workmanship

• Commercially Astute awareness of finance KPIs and ability to track and ensures costs dont overrun on sites
• Management of WIP cycles to ensure steady cashflow

• Understanding of large customer fleet management-uptime site team reporting KPIs and customer satisfaction KPIs

• Negotiation Skills

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