Regional Process & Continuous Improvement Lead
Job Location:
Boksburg - South Africa
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Drive operational excellence and continuous improvement across Customer Care in Southern Africa by enhancing customer experience optimizing service delivery processes improving operational efficiency and ensuring compliance with Epiroc standards and best practices.
Your Mission:
- Standardize document and continuously improve Customer Care processes in line with GIAA ISO and Epiroc requirements.
- Conduct process audits and compliance reviews to ensure adherence to quality standards.
- Identify implement and sustain process improvements that enhance efficiency service delivery and customer satisfaction.
- Facilitate cross-functional initiatives to remove process bottlenecks and improve customer outcomes.
- Benchmark processes against industry best practices and drive continuous improvement initiatives.
- Lead the regional rollout adoption and optimization of e-Commerce Service Cloud and other digital Customer Care solutions.
- Monitor customer complaints ensuring timely resolution and effective corrective actions in line with Epiroc policies.
- Develop analyze and report Customer Care KPIs to support performance improvement and informed decision-making.
- Perform root cause analysis on recurring operational issues and implement sustainable corrective actions.
- Support the Regional Customer Care Manager in delivering customer satisfaction and operational excellence initiatives.
Your Profile:
- Relevant qualification in Industrial Engineering or Business Information Systems Business Management or Project Management.
- Minimum 2 years experience in process design and mapping tools (e.g. Visio Lucidchart).
- Minimum 2 years experience using data visualization and reporting tools.
- Strong knowledge of Epiroc ERP and CRM systems.
- Experience within an aftermarket service or customer support environment.
- Proven experience in continuous improvement Lean methodologies and change management.
Location: Jet Park Boksburg
Closing Date: 13 August 2026
Why Epiroc
By joining our team youll make a big difference in the energy transition. At Epiroc we take pride in being passionate innovators driving the change toward a brighter future for both people and the planet. Guided by our values of Collaboration Commitment and Innovation we foster a culture of trust growth and lasting.
It all starts with people. The world needs metals and minerals for the energy transition and our cities and infrastructure must be developed to serve a growing population. To succeed we need to speed up the shift towards more sustainable mining and construction industries. We at Epiroc accelerate this transformation together with customers and business partnersadvert in more than 150 countries by developing and providing innovative and safe equipment digital solutions and aftermarket support. All new thinkers are welcome. We are looking for those who want to develop grow and dare to think Epiroc we attract develop and retain diverse talent valuing authenticity and unique perspectives driving our spirit of innovation. We foster an inclusive culture where diversity isnt just a goal but a part of our values and way of working. This is how we do business for a sustainable more |
About Company
We are a leading global productivity partner for the mining and infrastructure industries. With cutting-edge technology, Epiroc develops and produces innovative, safe and sustainable drill rigs, rock excavation and construction equipment and tools.
