Aftersales Manager - Earthmoving Equipment

Role purpose

Business and service operations

• Set aftersales strategy, annual plans, budgets, and targets; manage departmental P&L and operational costs.
• Lead workshop, field service, parts, warranty, and service support teams.
• Plan maintenance, breakdown and major repairs, commissioning, product campaigns, and field service.
• Set service coverage and mobile response standards across the assigned territory.
• Develop maintenance contracts, extended warranties, component repairs, inspections, rebuilds, and other service revenue.
• Manage parts planning, stock availability, emergency orders, turnover, ageing, obsolescence, and profitability.
• Monitor labour productivity, utilization, turnaround, first-time fix, repeat repairs, and work-in-progress ageing.
• Ensure estimates, quotations, work orders, labour and parts records, and invoicing are accurate and timely.
• Oversee warranty claims, campaigns, failed parts, and warranty-credit recovery in line with OEM requirements.

Customers, teams, and improvement

• Manage key customer relationships and major escalations, machine-down cases, and service concerns.
• Support equipment sales with delivery, pre-delivery inspection, commissioning, operator orientation, service contracts, and retention.
• Act as the principal aftersales contact for OEM technical support, training, warranty, parts, standards, and reporting.
• Plan staffing, recruitment, succession, and technical training for service teams; maintain required OEM competencies and certifications.
• Maintain operating procedures for workshop, field service, parts, warranty, customer communication, and job documentation.
• Maintain safety controls, tools, diagnostic equipment, service vehicles, facilities, and other operational assets.
• Monitor KPIs, report performance, address gaps, and drive process improvement, digitalization, repair quality, and profitability.
• Represent aftersales in customer reviews, OEM meetings, audits, business planning, and management reviews; support emergency call-outs when needed.

Education and experience

• Minimum 10 years of experience in earthmoving, construction, mining, or heavy equipment aftersales operations.
• Minimum 4–5 years of experience in a service, aftersales, or product support management position.
• Bachelor’s degree in Mechanical Engineering, Automotive Engineering, Industrial Engineering, or a related technical discipline.
• A diploma or equivalent technical qualification may be considered alongside extensive heavy equipment aftersales and leadership experience.
• A postgraduate qualification in Business Management, Operations, or a related field is an advantage.

Safety and operational conditions

• Ensure compliance with workshop and field-service safety requirements, including PPE, risk assessments, lockout/tagout, lifting, hydraulic pressure, environmental controls, and safe equipment handling.
• Support emergency call-outs, extended working hours, and critical customer requirements when operationally necessary.