Shop Operations Service Manager - Caterpillar Diesel Engines

3201 Integrity Dr, Garner, NC 27529, USA Req #1408

Friday, October 4, 2024

PRIMARY FUNCTION :

This position is to provide effective guidance to and control of the Power Systems Shop Service Operations. This includes the responsibility to: plan, develop, and organize an effective, efficient work force to provide for projected sales volume, required profit, and customer satisfaction. Assures intra-company relations to strengthen the company through positive, constructive, and cooperative work habits and attitudes. Promotes excellent customer experience, safe work practices, upholds and promotes all company safety initiatives, efficient operational procedures and ensures quality work.

ESSENTIAL DUTIES:

• Control expenditures to budget, monitor financial reporting and required profit for total shop operation.
• Resolve customer concerns by taking prompt and appropriate action to maintain excellent customer relations and experience. Encourages associates to be fair, courteous, honest, and appreciative for our customers' business.
• Directs Shop Service operations for EPG, Industrial Engine, and Truck Service daily monitoring and managing labor and parts cost to meet required profit objectives.
• Ensures productive scheduling and dispatching of all service technicians to perform daily service/repairs, time entry and service reporting.
• Monitors all warranty work in process (WIP) for proper administration of claims to manufacture and reimbursement.
• Ensures all warranty and policy decisions are mutually fair to the customer, the manufacturer and Gregory Poole.
• Monitors all WIP closings to ensure invoicing occurs within 7 days of last work activity (or current corporate goal) on each job. All accounts must be verified for accuracy before closing in addition to the completeness of the total repair for timely processing of invoice.
• Adequately ensures offices, shops, yards, vehicles, tools, and other company property are properly maintained in a professional and safe manner to promote excellent customer service.
• Assures compliance of all corporate policies including all Safety policies and initiatives, and Personal Appearance and Dress code.
• Monitor all phases of the department's operations, performance, and customer satisfaction.
• Performs all tasks related to Performance Management within our company guidelines and goals for each employee. Performance Management includes support of employees, development of performance goals, regular check-in discussions, mid-year check-in meetings and annual performance reviews with employees. Ensures proper administration of wages and salaries.
• Works with Shop Supervisor and Technical Services to schedule all needed training classes for technicians to progress in the development of their skillsets.
• Prepares annual service department budget, business objectives and capital expenditures requests.
• Provide technical assistance for service and parts departments when possible.
• Maintains managerial contact and support for technicians, resolving various problems and promoting customer contacts and participates in meetings to promote Gregory Poole and OEM's that we represent.
• Coordinates with the field service operations on shared customer jobs coming into the shop for repairs as needed.
• Assist sales and rental departments on repairs, startups, or sales related issues that the service department would be involved in.
• Assists sales department with special projects and technical problems when possible.
• Work with various departments within the company, such as: Human Resources Department for personnel information and compliance with regulations; Credit Department and Accounts Receivable on opening new accounts, collections, etc.; Accounting and Accounts Payable on financial statement accuracy and paying vendors. Assures intra-company relations to strengthen the company.
• Ensures maintenance of company credit policies.
• Conducts informative and productive department service meetings and participates in branch meetings with the leadership team as requested.
• Serve as prime liaison between parts, service and customer for any related shop repairs as needed.
• Participates in the development of divisional policy, goals, and objectives.
• Manages, provide direction to, or assist in offsite operations for technicians and lead personnel for maximum efficiency and customer service in the operations.

MINIMUM REQUIREMENTS :

Education :

A high school diploma and eight years related managerial experience preferably in service operations; or a two or four-year college graduate in business with at least four years managerial experience.

Work Experience :

Basic accounting knowledge. Previous experience and knowledge of similar service operations managing equipment, maintenance, and repairs. Experience in managing people with excellent communication skills is necessary.

Physical :

Must be able to sit and use the telephone and P.C. for extended periods of time.

Must be able to travel periodically, on day trips, to customers and for other business purposes.

Other :

This position requires an aggressive, personable, service-oriented individual with technical aptitude who is self-motivated, well organized, mature and possesses sound business sense. Excellent customer relations are necessary.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Other details

• Pay Type Salary
• Required Education High School

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initStaticMap(true); PRIMARY FUNCTION:\n \nThis position is to provide effective guidance to and control of the Power Systems Shop Service Operations. This includes the responsibility to: plan, develop, and organize an effective, efficient work force to provide for projected sales volume, required profit, and customer satisfaction. Assures intra-company relations to strengthen the company through positive, constructive, and cooperative work habits and attitudes. Promotes excellent customer experience, safe work practices, upholds and promotes all company safety initiatives, efficient operational procedures and ensures quality work.\n \nESSENTIAL DUTIES:\n \n\nControl expenditures to budget, monitor financial reporting and required profit for total shop operation.\nResolve customer concerns by taking prompt and appropriate action to maintain excellent customer relations and experience. Encourages associates to be fair, courteous, honest, and appreciative for our customers' business.\nDirects Shop Service operations for EPG, Industrial Engine, and Truck Service daily monitoring and managing labor and parts cost to meet required profit objectives.\nEnsures productive scheduling and dispatching of all service technicians to perform daily service/repairs, time entry and service reporting.\nMonitors all warranty work in process (WIP) for proper administration of claims to manufacture and reimbursement.\nEnsures all warranty and policy decisions are mutually fair to the customer, the manufacturer and Gregory Poole.\nMonitors all WIP closings to ensure invoicing occurs within 7 days of last work activity (or current corporate goal) on each job. All accounts must be verified for accuracy before closing in addition to the completeness of the total repair for timely processing of invoice.\nAdequately ensures offices, shops, yards, vehicles, tools, and other company property are properly maintained in a professional and safe manner to promote excellent customer service.\nAssures compliance of all corporate policies including all Safety policies and initiatives, and Personal Appearance and Dress code.\nMonitor all phases of the department's operations, performance, and customer satisfaction.\nPerforms all tasks related to Performance Management within our company guidelines and goals for each employee. Performance Management includes support of employees, development of performance goals, regular check-in discussions, mid-year check-in meetings and annual performance reviews with employees. Ensures proper administration of wages and salaries.\nWorks with Shop Supervisor and Technical Services to schedule all needed training classes for technicians to progress in the development of their skillsets.\nPrepares annual service department budget, business objectives and capital expenditures requests.\nProvide technical assistance for service and parts departments when possible.\nMaintains managerial contact and support for technicians, resolving various problems and promoting customer contacts and participates in meetings to promote Gregory Poole and OEM's that we represent.\nCoordinates with the field service operations on shared customer jobs coming into the shop for repairs as needed.\nAssist sales and rental departments on repairs, startups, or sales related issues that the service department would be involved in.\nAssists sales department with special projects and technical problems when possible.\nWork with various departments within the company, such as: Human Resources Department for personnel information and compliance with regulations; Credit Department and Accounts Receivable on opening new accounts, collections, etc.; Accounting and Accounts Payable on financial statement accuracy and paying vendors. Assures intra-company relations to strengthen the company.\nEnsures maintenance of company credit policies.\nConducts informative and productive department service meetings and participates in branch meetings with the leadership team as requested.\nServe as prime liaison between parts, service and customer for any related shop repairs as needed.\nParticipates in the development of divisional policy, goals, and objectives.\nManages, provide direction to, or assist in offsite operations for technicians and lead personnel for maximum efficiency and customer service in the operations.\n\n \nMINIMUM REQUIREMENTS:\n \nEducation:\nA high school diploma and eight years related managerial experience preferably in service operations; or a two or four-year college graduate in business with at least four years managerial experience.\n \nWork Experience:\nBasic accounting knowledge. Previous experience and knowledge of similar service operations managing equipment, maintenance, and repairs. Experience in managing people with excellent communication skills is necessary.\n \nPhysical:\nMust be able to sit and use the telephone and P.C. for extended periods of time.\nMust be able to travel periodically, on day trips, to customers and for other business purposes.\n \nOther:\nThis position requires an aggressive, personable, service-oriented individual with technical aptitude who is self-motivated, well organized, mature and possesses sound business sense. Excellent customer relations are necessary.\n \nThis job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.\n