Job Description
We are looking for a District Service Manager, responsible for providing technical support and improving service capability of dealers and customers in West Africa. The role focuses on troubleshooting equipment issues, supporting dealers in machine repair and maintenance, training dealer technicians, and ensuring quick resolution of machine downtime at customer sites.The position works closely with dealers, customers, and HQ technical support to maintain machine reliability, customer satisfaction, and parts & service business.

KEY RESPONSIBILITIES
Field Technical Support
  • Provide hands-on troubleshooting support for contruction and mining equipment.
  • Visit customer sites and assist dealers in diagnosing and repairing machine failures.
  • Support resolution of critical machine downtime cases.
  • Guide dealers on proper repair procedures and maintenance practices.
  • Escalate complex technical issues to HQ and follow up until resolution.
Dealer Service Support
  • Support dealer service teams in technical problem solving.
  • Assist dealers in improving service response and repair quality.
  • Provide technical advice on inspection, maintenance, and repair standards.
  • Support parts usage recommendations and maintenace planning.
Training
  • Conduct technical training for dealer service engineers and technicians.
  • Train dealers in improving service response and repair quality.
  • Provide technical advice on inspection, maintenance and repair standards.
  • Support parts usage recommendations and maintenance planning.
Customer and Business Service Support
  • Support key customers in resolving technical complaints.
  • Assist in handing major customer claims and service-related issues.
  • Improve customer satisfaction through faster repair and follow-up.
  • Support growth of parts and service business through proper maintenace practices.
Reporting & Coordination
  • Prepare technical service reports and field visit reports.
  • Share field issues and recurring problems with HQ technical team.
  • Coordinate with parts, warranty, and service teams when required.

QUALIFICATIONS
Mandatory
  • Diploma or Degree in Mechanical Engineering.
  • Minimum 5 years hands-on experience in servicing heavy equipment, diesel engines, hydraulic systems, or similar machinery.
  • Practical experience in troubleshooting mechanical, hydraulic, and electrical issues.
  • Ability to read service manuals and follow repair procedures.
  • Willingness to travel frequently within Africa.
Preferred
  • Experience with construction or mining equipment (excavators, wheel loaders, etc.).
  • Experience working for equipment dealer, service workshop, or rental company.
  • Experience training technicians or customers.
  • Experience working with international brands or multi-national customers.
  • Mandarin Chinese language ability is an advantage but not mandatory.
COMPETENCIES
  • Strong problem-solving and troubleshooting capability.
  • Hands-on technical skills and practical approach.
  • Ability to work independently in field conditions.
  • Good communication with dealers and customers.
  • Customer-oriented mindset and sense of responsibility.
  • Ability to use service manuals and diagnostic tools.
OTHERS
  • Based in Accra, Ghana.
  • Frequent travel to customer and dealer locations across West Africa.
  • Field-based work environment (site visits and on-site troubleshooting required).
  • 6-month probation period applicable.

 
Job Type
Full-Time Regular