Description

Objective

Responsibilities

• Position serves as operations leader with accountability for all service results such as safety, customer service, profitability, quality and turnaround time.
• Coordinates and manages respective field service group, including opening the job by receiving and entering a job order to include the current information and complaints about the equipment; evaluating customer’s needs, time frame and complaints to assign best available field technician(s); assist in closing jobs by verifying parts charges, parts returns and field technician's time charged to job; evaluating warranty variance; developing work processes to meet and/or exceed customer’s needs and managing the work in process.
• Schedules work and coordinate daily field functions, emphasizing the expected time and cost goal for all assigned jobs. Estimates and quotes jobs, manages work in process and oversees all work order functions.
• Schedules all training, meetings, days off, and maintains maintenance schedule for all service trucks; minimizing service truck expenses
• Communicates with customers, managers, suppliers and technicians to assure the optimum operation of the field and obtainment of profit goals. Insures team faithfully adheres to the philosophy of Price, Quality and Turnaround so that internal and external customers develop a high degree of trust and respect.  Assures strong relationships with customers by timely follow-up and strong problem resolution skills.   Works with suppliers and Caterpillar staff.
• Supervises, directs, motivates and leads all Field Technicians including employee development; performance evaluations; compensation issues; paid time off; assessing skills and competencies; administering policy and procedures as it relates to the staff; coaching; mentoring and training to assure employee satisfaction and retention.
• Assist in the trouble shooting and repair of equipment as needed, promoting and supporting the timely repair of equipment and the coaching of hourly employees.
• Monitors and ensures compliance with all safety policies, procedures, guidelines and laws as they pertain to staff and customers within the department premises.
• Constantly improves work processes to increase customer satisfaction, efficiency, profitability and employee productivity and satisfaction.  Understands and employs 6 sigma tools and techniques
• Builds a teamwork atmosphere and insures a high degree of employee satisfaction and productivity while holding individuals accountable for their actions. Interprets and reinforces the corporate culture, every day, with all staff and serves as a role model for the Department. 
• Ensures all facilities and equipment are in excellent, safe operating condition.
• Communicate with Parts and Service Sales Representatives to proactively manage workload.

Qualifications

• Knowledge, skills and abilities typically acquired through a high school education or the equivalent with additional training preferred through a vocational school with studies in diesel technology.
• Minimum 5 years’ experience in diesel technology preferably with Caterpillar, and three years customer service experience or the equivalent.
• Excellent mechanical aptitude.
• Excellent customer service skills with a solid understanding of price, quality and turnaround; practicing and maintaining mutual expectations with customers on all three. Familiar with customer satisfaction efforts and metrics; works to improve them.  Is able to justify why a price is fair and reasonable.  Insures customer maintains control over decisions that affect price. 
• Ability to develop strong customer relationships by exhibiting a high level of customer sensitivity and providing consistently high customer satisfaction levels.
• Demonstrates strong communication skills; actively listening to employees and responding promptly, thoroughly and professionally to employee and customer requests, suggestions and complaints. Keeps co-workers informed about performance, direction and external environment.
• Acts as coach and mentor, taking the time to educate and inform staff. Reinforces or corrects performance in a positive constructive manner.  Coaches, corrects, role models to others the message of appropriate customer service behavior.
• Good problem solving skills and the ability to interpret and apply policies. Sets multiple personal and or work groups objectives with clear intent, metrics, action step, timeframes and responsibility.
• The ability to project professionalism with both internal and external customers, including personal appearance along with friendly, courteous treatment of peers, subordinates and customers.
• Is able to achieve results using the DMAIC and/or RIW process within personal span of control. Is able to analyze and interpret data, use benchmarks and take corrective action for the purpose of improving performance.  Must have ability to interpret and apply warranties, policies, guidelines and laws.
• Excellent knowledge of the product market with a strong knowledge of the product and the Caterpillar influence.