Jamaal Nijman
Service Manager
Paramaribo
Summary
Branch Service Manager coordinates 17 technicians per day across maintenance, repair, and installation work to keep jobs moving on schedule and to standard. Draws on experience scheduling 10–20 jobs per week, guiding technicians and installers, and resolving 18 service issues per month while keeping communication clear across the branch. Brings a steady focus on continuous improvement, troubleshooting, and customer satisfaction in a service environment.
Overview
4
4
Languages
5
5
Certifications
12
12
years of professional experience
Work History
Branch Service Manager
CKC Surmac
08.2025 - Current
- Led branch operations, ensuring compliance with company policies and industry regulations.
- Supervised and trained staff, enhancing team performance and service quality.
- Implemented process improvements to streamline customer service workflows.
- Managed inventory control systems, optimizing stock levels and reducing discrepancies.
- Analyzed branch performance metrics, identifying trends to drive strategic decision-making.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Resolved complex customer inquiries, maintaining high satisfaction and loyalty rates.
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Coached staff to improve efficiency and revenue with more effective procedures and approaches.
Mining Technical Communicator
CKC Surmac NV
07.2017 - Current
- Partnered with key stakeholders to understand company-wide and department-specific initiatives and changes.
- Principle internal contact for equipment manufacturers in resolving service/repair problems.
- Provide written service/repair information from manufacturer, research technical service information when unavailable to service technicians from existing resources.
- Maintained consistency of internal and external communications across mediums.
- Skills: Dump Truck
- Procedure Development
- Dutch
- Confidentiality
- Interpersonal Skills
- Reporting & Analysis
- Customer Support
- Language Skills
- Perseverant
- High Stress Environment
- Convincing People
- Leadership
- Communication
- Analytical Skills
Fleet Maintenance Supervisor
CKC Surmac NV
04.2022 - 01.2024
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Contributed to development, implementation, and execution of maintenance programs.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Supervised team of installers and mechanics to complete work on time and to company standards.
- Managed efficient teams of up to 14 employees.
- Scheduled and oversaw maintenance, repair and installation activities.
- Monitored daily progress and work quality to provide guidance and direction to mechanics and installers.
Warranty Coordinator
CKC Surmac NV
01.2020 - 04.2022
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Interceded between employees during arguments and diffused tense situations.
- Kept high average of performance evaluations.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Warranty Administrator / Technical Communicator
CKC Surmac NV
07.2017 - 04.2022
- Monitored incoming replacement parts and outgoing shipments of defective components.
- Gathered paperwork and contacted customers to book appointments.
- Resubmitted rejected claims or received write-off authorization to maintain records and proper documentation.
- Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
Vehicle Inspector
Liew's Auto
10.2014 - 12.2016
- Test drove vehicles following repair work to check for any remaining issues.
- Conducted in-depth inspections of vehicles to identify damage, missing parts and mechanical issues.
- Prepared reports on vehicles' condition after inspection and submitted to supervisor.
- Took photos of all damaged areas to include with repair reports.
Education
Associate of Applied Science - Mechanical Engineering - Process & Energy Tech
Poly Technic College
Suriname 05.2001 -
Secondary Vocational - Mechanical Engineering
Natuur Technisch Instituut (NATIN)
Suriname08-2014
Skills
- Maintenance and repair
- Procedure development
- Planning and coordination
- Team supervision
- Safety compliance
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Confidentiality
- Technical reporting
- Warranty claims processing
- Work order management
- CMMS software
- Preventive maintenance planning
- Root cause analysis
- Service ticketing
- Escalation management
- Parts logistics
- Equipment diagnostics
- Technical documentation
Accomplishments
- Achieved Bronze Warranty Excellence by completing all claims with accuracy and efficiency focusing on financial recovery and claim turn around time.
- Achieved Gold Warranty Excellence by completing all claims with accuracy and efficiency focusing on financial recovery and claim turn around time.
Additional Information
Responsible for leading and managing the service department within a CAT dealership, ensuring safe, efficient, and high-quality maintenance and repair of Caterpillar equipment in line with OEM standards, warranty requirements, and HSE regulations. Accountable for technician performance, service planning, customer satisfaction, and operational efficiency.
In addition to Caterpillar, provides service leadership and technical support across multiple OEM brands including MCFA, DAF, JLG, Genie, Sullair, and Massey Ferguson (AGCO). Oversees multi-brand service operations, coordinates training and technical support, manages warranty and parts alignment, and acts as a key liaison between customers representatives, OEMs, and internal teams to maximize equipment availability, reliability, and uptime.
Certification
Sep 2018 Lean Six Sigma Yellow Belt
Interests
Technology, Archery, Fishing, Outdoors
Timeline
Branch Service Manager
CKC Surmac
08.2025 - Current
Fleet Maintenance Supervisor
CKC Surmac NV
04.2022 - 01.2024
Warranty Coordinator
CKC Surmac NV
01.2020 - 04.2022
Mining Technical Communicator
CKC Surmac NV
07.2017 - Current
Warranty Administrator / Technical Communicator
CKC Surmac NV
07.2017 - 04.2022
Vehicle Inspector
Liew's Auto
10.2014 - 12.2016
Associate of Applied Science - Mechanical Engineering - Process & Energy Tech
Poly Technic College
05.2001 -
Secondary Vocational - Mechanical Engineering
Natuur Technisch Instituut (NATIN)