Position: Service Manager
Contract Type: Permanent
Location: Kigali, Rwanda
Availability: 24 November 2025
Application Deadline: 25 November 2025
Apply to: jobrwanda@tractafric.com
About the Role
Tractafric Equipment Rwanda is seeking an experienced and organized Service Manager to lead and coordinate all after-sales service operations. Reporting to the immediate superior, the Service Manager will ensure service quality, productivity, and compliance with safety, environmental, and manufacturer standards—especially for Caterpillar equipment.
The role involves supervising workshop teams, improving service processes, managing budgets, ensuring customer satisfaction, and driving continuous improvement across the after-sales department.
Key Responsibilities
Operations & Quality Management
Monitor repair procedures and ensure after-sales service methods comply with company and Caterpillar standards.
Supervise workshop activities and ensure work is executed efficiently and safely.
Ensure service quality and adherence to safety, environmental, and contamination control guidelines.
Coordinate timely repair completion with Workshop Coordinators and Section Managers.
Analyze service performance gaps and collaborate with all departments to resolve issues.
Report deviations, challenges, and delays to the Technical Director.
Team Leadership
Manage and schedule after-sales service staff to maintain a steady, productive work pace.
Oversee staff attendance, punctuality, and performance.
Estimate repair timelines based on parts availability and repair complexity.
Ensure Service Excellence performance targets are achieved.
Participate in training programs for service staff.
Resource & Budget Management
Plan, manage, and optimize human and material resources within the department.
Monitor productivity, hours worked, and efficiency of service teams.
Assist in preparing and managing the after-sales service budget.
Control and maintain tools, equipment, and workshop assets.
Support the preparation of parts lists and follow up on parts receipt and delivery.
Customer Satisfaction
Implement immediate corrective actions for customer complaints or deviations.
Ensure clear communication, timely resolutions, and optimized intervention costs.
Participate in handing over repaired machines and equipment to customers.
Required Profile
Education
Engineering degree or equivalent.
Candidates with strong hands-on expertise may be accepted even without an engineering degree.
Experience
Minimum 5 years’ experience in a similar role, preferably in heavy equipment or industrial machinery.
Excellent knowledge of equipment and materials used by the company (Caterpillar experience is an advantage).
Proficiency in relevant office and technical software.
Skills & Personal Attributes
Well-organized and proactive.
Strong team spirit with excellent leadership abilities.
Alert, attentive, and detail-oriented.
Prudent and safety-conscious.
Ability to resolve technical and human challenges efficiently.
About Tractafric Equipment
Tractafric Equipment is a leading distributor of Caterpillar machinery in Central Africa and Morocco. The company provides mining, construction, forestry equipment, spare parts, handling solutions, and energy production systems.
With nearly 1,200 employees across 11 countries (Burundi, Cameroon, Congo, Gabon, Equatorial Guinea, Morocco, Mauritania, CAR, DRC, Rwanda, Chad) and annual revenue of €375 million (2021), Tractafric Equipment is recognized as a leader in its industry.
Joining Tractafric means joining a team known for technical excellence, a strong sense of partnership, customer focus, and a proud corporate culture.
Learn more: tractafric-equipment.com
How to Apply
Interested candidates should send their:
CV
Cover Letter
Selected candidates will meet the Human Resources Director and relevant managers during the recruitment process.
📍 Location: Kigali, Rwanda
📄 Contract: Permanent
- ❌ NEVER pay in advance (no "transport money", no "booking fees").
- 📍 Meet in a safe, public place.
- 👀 Check the item physically before paying.
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