Workshop Manager / Product Support – Port Elizabeth (Gqeberha)

SUMMARY:
Workshop Manager / Product Support – Port Elizabeth (Gqeberha)

Job Purpose
A leading supplier of heavy equipment and machinery is seeking an experienced Workshop Manager / Product Support to oversee the daily operations of the workshop while ensuring exceptional after-sales product support to customers. The successful candidate will be responsible for managing workshop productivity, technicians, service quality, warranty administration, customer satisfaction, and the profitability of the service department.
This role requires a strong technical background in heavy earthmoving, construction, mining, or agricultural equipment, combined with excellent leadership, planning, and customer relationship management skills.

POSITION INFO:
Key Responsibilities
Workshop Management

• Manage the day-to-day operations of the workshop to ensure maximum productivity and efficiency.
• Supervise and lead workshop technicians, apprentices, and support staff.
• Allocate work effectively and monitor job progress to ensure deadlines are achieved.
• Ensure repairs and servicing are completed according to manufacturer standards.
• Maintain workshop housekeeping and ensure compliance with health and safety regulations.
• Manage workshop equipment, tooling, and facilities.

• Provide technical product support to customers and field service teams.
• Assist customers with equipment troubleshooting and technical problem resolution.
• Build and maintain long-term customer relationships through excellent after-sales service.
• Conduct site visits when required to assist with complex technical issues.
• Ensure customer complaints are resolved professionally and within agreed timeframes.
• Support machine commissioning and handovers where necessary.

• Plan preventative maintenance schedules.
• Monitor service turnaround times and technician productivity.
• Ensure accurate job costing and labour recovery.
• Control work-in-progress and ensure jobs are invoiced promptly.
• Review completed jobs for quality before equipment is returned to customers.

• Manage warranty claims in accordance with manufacturer requirements.
• Ensure accurate service documentation and workshop records.
• Maintain service histories and equipment files.
• Monitor warranty recoveries and ensure all supporting documentation is submitted correctly.

• Recruit, train, mentor, and develop workshop personnel.
• Conduct performance reviews and provide ongoing coaching.
• Promote a positive, safety-focused working environment.
• Manage leave planning, attendance, and disciplinary processes where required.

• Maintain excellent relationships with customers.
• Provide quotations for repairs and maintenance work.
• Ensure customers receive regular progress updates.
• Promote service contracts, preventative maintenance, and genuine parts sales.

• Manage workshop budgets and departmental expenses.
• Monitor workshop profitability and labour recovery.
• Control overtime and operational costs.
• Ensure stock used during repairs is correctly allocated.
• Assist in achieving departmental revenue and profitability targets.

• Ensure compliance with Occupational Health and Safety legislation.
• Maintain safe workshop practices.
• Ensure all workshop equipment is maintained and calibrated.
• Conduct regular safety inspections and toolbox talks.

• Grade 12 (Matric).
• Trade Test qualification (Diesel Mechanic, Earthmoving Equipment Mechanic, Auto Electrician, or similar).
• Relevant technical qualification will be advantageous.
• Valid Code 8 driver's licence (Code 10/14 advantageous).
• Computer literacy (MS Office).
• Experience working with workshop management systems.

• Minimum 8–10 years' experience within the heavy equipment, earthmoving, mining, construction, agricultural, or material handling industry.
• Minimum 5 years' experience managing a workshop or service department.
• Strong experience managing technicians and workshop operations.
• Experience with warranty administration.
• Experience providing technical product support.
• Strong customer service and after-sales support experience.
• Budget and financial management experience.

• Earthmoving equipment
• Construction equipment
• Mining equipment
• Hydraulic systems
• Diesel engines
• Transmission systems
• Electrical fault finding
• Preventative maintenance
• Diagnostic software
• Workshop management systems
• Service planning
• Warranty processes

• Strong leadership and people management skills
• Excellent technical troubleshooting ability
• Customer-focused approach
• Excellent communication and interpersonal skills
• Strong planning and organisational ability
• Commercial and business acumen
• Ability to manage multiple priorities
• High attention to detail
• Strong problem-solving ability
• Results-driven with a hands-on management style

• Workshop productivity and efficiency
• Labour recovery percentage
• Workshop profitability
• Customer satisfaction
• First-time fix rate
• Warranty recovery performance
• Technician productivity
• Equipment turnaround time
• Health & Safety compliance
• Staff development and retention

• Heavy Equipment
• Earthmoving Equipment
• Construction Equipment
• Mining Equipment
• Agricultural Equipment
• Material Handling Equipment
• Industrial Equipment
• Heavy Commercial Vehicles