To lead and manage the workshop operations for construction equipment, ensuring high-quality repairs, efficient workflow, technician productivity, and customer uptime. The role oversees day to day service execution, diagnosis quality, job control, workshop safety, and compliance with OEM standards. Ensures timely completion of jobs, optimal resource utilization, and technical excellence to support customer satisfaction and business profitability.
Key Responsibilities
A. Workshop Operations Management
- Oversee daily operations of the workshop, including job allocation, scheduling, and workflow optimization.
- Ensure high-quality repairs for construction equipment such as excavators, wheel loaders, bulldozers, cranes, handlers, and compaction equipment.
- Implement efficient processes for job opening diagnosis, repair, quality control, and job closing.
- Monitor turnaround times, response times, and adherence to service commitments.
B. Technical Leadership & Diagnostic Support
- Provide technical guidance to technicians, including advanced diagnostics and troubleshooting.
- Support resolution of complex technical issues in hydraulics, powertrains, electronics, and control systems.
- Coordinate with OEM technical teams for escalated cases, bulletins, and campaigns.
C. Workforce Management & Productivity
- Lead a team of technicians, supervisors, and service advisors.
- Assign daily tasks, monitor performance, and ensure optimal manpower utilization.
- Conduct training needs assessments and coordinate with OEMs for technical training.
- Manage technicians’ productivity, efficiency, and first-time fix rate (FTFR).
D. Parts Coordination & Job Preparation
- Ensure accurate parts identification, planning, and advance reservation for jobs.
- Work with Parts & Stores Manager to secure availability of critical components.
- Reduce repeat repairs due to incorrect parts or incomplete job preparation.
E. Quality, Safety & Compliance
- Maintain strict compliance with OEM standards and safety regulations.
- Conduct toolbox talks, safety briefings, and enforce 5S principles in the workshop.
- Implement SOPs and ensure audits (internal & OEM) are passed successfully.
- Ensure tools, diagnostic equipment, and lifting equipment are calibrated and functional.
F. Customer Relationship & Communication
- Coordinate with service advisors to provide accurate status updates to customers.
- Address escalated issues with professionalism and technical clarity.
- Support service contract customers and fleet operators with uptime-focused service plans.
G. Administration & Reporting
- Monitor key KPIs including productivity, efficiency, WIP, turnaround time, repeat repairs, and quality performance.
- Ensure accurate job costing, time clocking, and labor hour control.
- Prepare monthly operational reports for management and OEM stakeholders.