Service Excellence Manager

Key performance area

The Service Excellence Manager is responsible for elevating service performance across the USA Parts & Services organization. This role leads key specialist functions that ensure consistent service delivery, standardization, process quality, digital enablement, and continuous improvement across all branches. The Service Excellence Manager plays a vital role in strengthening service execution, improving customer satisfaction, and enabling branch teams with the tools, processes, and support required to achieve operational excellence.

Job Responsibilities

·       Lead nationwide service performance elevation initiatives, ensuring alignment with P&S operational strategy.

·       Strengthen customer satisfaction by enabling branches to deliver reliable, high-quality service in alignment with customer expectations.

·       Manage and execute strategic projects requiring specialized expertise, delivering measurable business impact across the service network.

·       Drive performance turnaround programs in underperforming branches or functional areas to improve uptime, utilization, and customer KPIs.

·       Oversee standardization of service practices, ensuring consistency across all branches, field teams, and specialist groups.

·       Ensure compliance with ISO, internal quality standards, safety frameworks, and customer contractual requirements.

·       Develop and maintain SOPs, quality audit programs, service readiness checklists, and performance review structures.

·       Audit service operations, identify gaps, and drive process optimization.

·       Lead the integration of digital tools, reporting systems, and service technologies into branch operations to support operational excellence.

·       Strengthen utilization of warranty systems, data dashboards, and technical reporting platforms.

·       Develop branch-level tools and processes that improve customer communication, root-cause reporting, and service follow-up.

·       Generate reports that improve visibility of utilization, performance bottlenecks, warranty trends, and improvement opportunities.

·       Develop service and maintenance costing models for RFQs and extended service contracts.

Job Qualifications

·       Education: Industrial/Mechanical/Electrical Engineering degree or related experience. An additional business degree will be an advantage.

·       Experience: Proven ability to manage multiple projects simultaneously.

·       10+ years’ experience in the mining industry or related heavy-equipment environment.

Competencies



·       Strong flexibility and ability to operate in both structured and project-based environments.

·       Leadership ability to guide cross-functional specialist teams.

·       Effective communication, process thinking, and customer-centric problem-solving skills.