Service Operations Manager

ESSENTIAL FUNCTIONS

• Responsible and accountable for the safety, quality, production and operational efficiency of all Service employees.
• Oversee actions and the conduct of the supervisors that are assigned to the various work areas of the Service.
• Initiate and implement a consistent working environment of successful and proven best practices.
• Respond to safety issues on demand.
• Oversee the accurate opening of work orders and time card documentation for services to be performed.
• Address all technicians monthly on subjects of safety and quality control.
• Complete performance reviews of Service supervisors.
• Document review of lead men and technician performance reviews completed by Service supervisors.
• Work with HR Department to actively interview and hire employees.
• Assist the HR department in taking steps to counsel, correct, and follow up with any negative employee actions that may impact the Service department.
• Promote and implement of standard jobs.
• Submit purchasing specs and requests for capital budget items required to perform assigned duties to Director.
• Work with WMC Training Department for scheduling of appropriate training for assigned employees.
• Set goals for service operations yearly with service supervisors.
• Interface with technical department and attend product health meetings as needed.
• Pursue all warranty claims, product support, product improvement, and policy allowance available from Caterpillar.
• Help to maintain a positive, progressive attitude at all work areas in the Service areas to ensure an enhanced Service department reputation and the overall perception of Wyoming Machinery Company.
• Travel with overnight stays.
• Weekend on-call.

ADDITIONAL FUNCTIONS

• Maintain a positive and meaningful relationship with customers and community
• Maintain constant customer contacts for public relations, as well as problem solving ability
• Settle questionable service department billing problems with internal and external customers
• Communicate with Caterpillar
• Lead by good example. Be a problem solver and decision maker
• Accept and adapt to change and opportunity
• Maintain peer relations with other supervisors
• Work with fleet and building maintenance on issues
• The maintenance and recording of that maintenance, with regards to the capital assets used by the department QUALIFICATIONS/KNOWLEDGE/SKILL/ABILITY
• High school diploma, post high technical school training or college degree
• Driver’s license in good standing
• Caterpillar factory and dealer service training
• Strong decision making and problem-solving skills
• Able to communicate written and orally in clear and concise manner
• Advanced computer operation
• Strong knowledge successful business practices, bookkeeping and accounting
• Above average public speaking ability
• Experience in Caterpillar dealer operations
• Prior effective management of service personnel & resources
• Knowledge of Caterpillar repair processes PREFERRED
• Frontline Leadership or other types of leadership training

PHYSICAL/ENVIRONMENTAL REQUIREMENTS

• Working hours vary from a standard of 8 to 12 hours depending on workload and projects
• Prolonged sitting
• Walking, standing, climbing, etc.