JOB SUMMARY
The role focuses on providing coordination, liaison, proactive promotional activities, and technical support for key Mantrac accounts. Acting as the central figure in the relationship between Mantrac and customers in Ghana, this position ensures seamless communication and parts & service delivery. The role is dedicated to guaranteeing that Mantrac’s offerings are consistently recognized as superior to those of other suppliers, strengthening customer trust and long-term partnerships.
OBJECTIVES
- A key contact for customer management.
- Safe Operation and support of equipment
- Product Support Sales development, continuity and achievement of set revenue targets
- Customer Relationship management
- Liaison and follow up on technical issues
- Develop all growth opportunities for Cat and Non-Cat product support business.
MAIN DUTIES & RESPONSIBILITIES
Liaison
Responsible for acting as the primary link between the customer and all internal departments of Mantrac and Unatrac Ltd. The role ensures that existing relationships are maintained and strengthened, fostering excellent rapport and communication through the following:
- Communicate and follow up on customer service requirements with branch service operations teams, including field service activities, workshop WIP, Engine CRC, Undercarriage, Powertrain, and Hydraulics, in coordination with relevant branches and service management.
- Address outstanding parts orders or queries on the same day they are received. Ensure all parts sales programs and initiatives are communicated and documented to provide customers full access and enable them to optimize fleet performance and maintenance costs.
- Forward all sales leads to the appropriate sales department and follow up, discussing product support opportunities and initiatives linked to new machine transactions.
- Collaborate with customer maintenance planning teams to keep CRCs informed of major change-out plans and schedules. Regularly review and follow up to ensure clarity and execution, offering repair options aligned with operational needs and budget.
- Oversee correct assembly and handover of new machines, establish piece parts stock in consultation with the customer, and initiate major component provision while keeping the customer updated on status.
- Initiate and coordinate monthly management meetings with the customer, ensuring participation of all key stakeholders from both sides.
- Act as liaison between customer operations and Mantrac Group/Caterpillar on key issues, product team visits, continuous improvement opportunities, and technology solutions.
- Provide high-level monthly reports to Customer Senior Maintenance Management, General Management, Mantrac Regional Management, and Territory Management, outlining key initiatives, issues, and activities requiring attention or support.
- Ensure direct involvement in major warranty repair decisions and equipment solutions to avoid unnecessary delays.
- Develop and promote group initiatives, offering new service items, retrofit plans, used parts and components, service exchange, REMAN, and support for other OEMs.
- Introduce new product support solutions that add value to customer operations.
- Identify and implement at least three continuous improvement initiatives annually for each customer to enhance operational efficiency.
- Explore new opportunities to increase Mantrac parts, services, or machine sales, driving mutual business growth.
- Promote Mantrac’s Multibrand business and expand beyond the traditional dealership model.
Objective: Ensure the customer values the Mantrac relationship and relies on Mantrac as a trusted, strategic supplier.
Technical Support
- Responsible for delivering expert technical assistance and ensuring optimal machine performance through the following activities
- Ensure all service letters are executed on applicable customer machines and claims are submitted in coordination with branch service operations.
- Oversee proper processing of warranty work, ensuring customers understand their contributions where applicable and receive fair value through Mantrac and Caterpillar.
- Coordinate technical reporting for failures related to product, application, or operation to assist both Mantrac and the customer in resolving issues effectively.
- Provide customers with professional advice on repair methods and share Caterpillar instructions where applicable.
- Accompany Caterpillar and Group specialists to customer sites after briefing them on the customer’s operations, concerns, and opportunities.
- Support customers in implementing continuous improvement strategies.
Marketing
- Promote the benefits of Mantrac’s product support capabilities by focusing on the following:
- Ensure undercarriage CTS inspections are completed and accurate recommendations are provided.
- Explain the benefits of Cat oil to customers and actively market oil products where possible.
- Propose Customer Value Agreements (CVAs) whenever feasible.
- Facilitate oil analysis by assisting with sample dispatch and ensuring timely return of results.
- Recommend machine and component rebuild when appropriate and oversee the process through to customer delivery and satisfaction.
- Maintain regular communication about Mantrac Group activities across the organization to keep customers informed of developments.
- Coordinate, communicate, and document major service programs with customers to add value to their operations.
- Develop fixed-price service options such as CPT, CCR, and other tailored solutions.
- Represent ongoing activities, plans and issues at both customer and internal meetings.
Commercial
- Drive commercial performance through proactive analysis and collaboration:
- Review sales and debtor report regularly.
- Analyze monthly parts margins to identify trends and opportunities.
- Develop commodity promotion plans with a clear understanding of margins for both parts and REMAN.
EDUCATION & EXPERIENCE REQUIREMENTS
- A tertiary qualification in Electrical, Mechanical, Agricultural, Computer Engineering, or a related discipline from a recognized/accredited institution.
- Minimum of ten (10) years’ experience in the earth moving equipment industry and particularly in product support services and customer service.
SKILLS & COMPETENCIES
- Teaching/Coaching/Counselling
- Customer relationship development
- Solving problems and developing opportunities.
- Adequate technical knowledge in the supported equipment
- Report writing skills
DEADLINE: JULY 1, 2026.