Shop Operations Service Manager – Caterpillar Diesel Engines

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 ...