Service Operation Manager - Epiroc

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Service Operation Manager - Epiroc

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Develop and maintain a customer-focused Technically with the Service team, continuously drive customer share, 1:1 Ratio and customer satisfaction to the highest level. Establish a wide and solid customer base, by continuously finding new ways to grow service penetration, Workshop Rebuilds (Machine & Components), Service agreements & part sales.

Support the customer in continuous improvement projects and initiatives and develop a preferred supplier status. Develop a Service team to drive automation and Technical Training.

Drive service excellence and Epiroc machine performance towards the customers, by offering & implementing value-added services for all Epiroc machines and customers in the Anglophone countries in West Africa.



Key activities

  • Create an organizational structure in your team with clear functions, job descriptions & missions for Growth
  • Develop Competence & Solid Service Footprint for Business Partners in French-speaking countries in West Africa.
  • Develop and maintain Service and Workshop process standardization that drives quality.
  • Develop a systematic approach to addressing Customer Complains
  • Support internal and external customers with technical support on all machine Models
  • Drive and support implementation of new automation technology & technical Training
  • Ensure that the contractual goals for availability, MTBF, MTBS, and MTTR are met
  • Conduct random audits of technicians’ repair and maintenance work
  • Develop and maintain regular reporting procedures to ensure that service contract & workshop requirements are met.
  • Ensure that the planner requests spare parts, consumables, and other necessary resources to meet maintenance schedules.
  • Monitor and analyze contract performance data and prepare regular reports on service levels, performance metrics, and compliance.
  • Participate and give their perspective when critical machine problems are being analyzed.
  • Present service contract reports to management and stakeholders, providing insights and recommendations for improvements as needed.
  • Ensure safe working condition in the Workshop and fields service and establish a safety-first attitude with all team members.
  • Drive job satisfaction of your team members and customers.
  • Create synergy between service team and Products Sales teams.
  • Ensure all team member have an annual P&D review and have a personal competence development plan.
  • Ensure timely implementation of Epiroc Safety Campaigns (TSNB’s)
  • Support customers with technical support (field service) and man on site contracts
  • Work close with the inventory (logistics & products Sales) team to ensure the correct spare parts (mix) for Workshop and in Country
  • Manage & plan work for your team of technicians and workshop
  • Ensure with the support of the Business Controller (team) that WIP and Service Variance are under control.
  • Competence development of technical team – TL1 & TL2 Certifications Targets are met
  • Tools & Equipment for technical team
  • Manage & follow up on customer financial obligations towards Epiroc

Competences, Skills, and Experience

  • Bachelor's degree in Maintenance / Electrical/ Mechanical Engineering
  • At least 5 years´ of experience in service Management or Service contract management
  • Familiarity with Epiroc applications such as BPCS, MOL, IQ, DOCMINE etc. is a plus, along with theoretical and practical knowledge in their use.



  • Good computer skills, including proficiency in Microsoft Office (Spreadsheets, project planners, charting etc.) and engineering analysis software.
  • Good understanding of Maintenance Philosophy Overview and processes
  • Good understanding of networks and systems required
  • Have a good understanding of the technical aspects of the project they are managing, as well as the specific requirements of the site.
  • Have experience ensuring that the project and site are compliant with relevant health and safety regulations and environmental requirements.
  • Have experience in identify and solve problems that arise during the project, such as delays, machine failures, and staffing issues.
  • Have experience in implementing quality control measures and ensuring that the work meets mining industry standards and customer expectations.
  • Have experience in motivate and manage teams effectively, providing leadership and direction to achieve project goals.
  • Have experience negotiating with clients, contractors, and team members, and resolving conflicts that arise during the project.
  • Have the experience to maintain accurate records, prepare reports, and provide updates on project progress.

Prior Experience With an Understanding Of Automation And Digitization Required.

  • Strong background in Heavy Mobile Machine (HME) fleet maintenance management

Personality And Skills

  • Ability to build and maintain strong relationships with clients, contractors, and other stakeholders.
  • Ability to identify issues and develop effective solutions to address them.
  • Ability to adapt to changing situations and work effectively under pressure.
  • Ability to establish and maintain influential relationships with internal and external teams and individual persons
  • Ability to work effectively with cross-functional teams, including maintenance, design, and production teams, to implement service operation improvements.
  • Adaptable to changing situations and able to adjust plans and processes as needed.
  • Be an effective communicator, able to convey information clearly and concisely to clients, contractors, and team members.
  • Demonstrated competency in strategic planning
  • Excellent time management skills, with the ability to manage multiple tasks and meet deadlines.
  • Good understanding of the technical aspects of the services being provided and be able to troubleshoot technical issues as they arise.
  • Have a good understanding of health and safety regulations and be able to ensure that all work is conducted in a safe and compliant manner.



  • Have excellent time management skills to be able to manage multiple tasks and meet deadlines.
  • Have experience in managing budgets and financial resources.
  • Strong analytical skills to interpret data and information, to make informed decisions.
  • Strong leadership skills and be able to motivate and guide your team towards achieving shared goals.
  • Strong leadership skills, with the ability to motivate and manage maintenance personnel to achieve high levels of performance.
  • Strong project management skills, including the ability to plan, organize, and manage complex projects within tight timeframes.
  • Strong understanding of quality management principles and be able to ensure that all work meets the required quality standards.
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