EPG General Service Manager

Carolina CAT - Power Systems • Charlotte, NC

5d

About The Position

The General Service Manager will ensure the team maintains the highest level of quality service to our customers while also ensuring efficient and profitable operations across the territory. This will include both the day-to-day operations, as well as serve as a strategic leader within the Power Systems team.

Requirements

• Four Year degree preferred, with degree in business management or engineering, with 4+ years management experience; OR two-year technical school graduate with 8+ years similar leadership experience
• 7+ years of experience as a mechanic, technician, foreman, parts counter person, dispatching/ scheduling or the equivalent in the parts, service or shop repair departments, preferably with Caterpillar equipment.
• Excellent mechanical aptitude and strong verbal communication, presentation, listening, written communication skills.
• Strong leadership skills, including creative thinking, decision-making, planning and goal setting.
• Strong management skills, including interviewing and change, conflict, performance and project management skills
• Strong interpersonal skills, including influence, negotiation, coaching and counseling.
• Strong customer service skills and the ability to administer warranties.
• Strong analytical skills, including problem solving and the ability to interpret policies, procedures, guidelines and laws.
• A thorough knowledge of the product with strong respect for the Caterpillar influence and a good knowledge of the product market.
• Intermediate to advanced software skills desired, to include the full Microsoft Suite (Excel, Word, PowerPoint, Power BI, Outlook), CAT software systems, DBS, and IBM

Responsibilities

• Leadership: Guide supervisors, coordinators, and technicians in daily, weekly, and monthly operational rigor. Expand profitability through strategic initiatives, expense management, operational discipline, and process excellence. Manage and coach the team using standardized work, best practices, and KPIs to achieve service excellence.
• Work Order Management: Review service reports, purchase orders, expense vouchers, and work order job closing summaries for legibility, accuracy, and completeness before timely work order closing.
• Continuous Improvement: Serve as the leader of the service value stream using tools such as MDI, 6S, standard work, and root cause problem-solving to drive positive change
• Safety: Be a champion for safety and continue to mature our strong safety culture. Track JSA completion and compliance along with near miss reporting and resolution. Work with the team on all incident reports.
• Enhance Employee Engagement: Supervise, direct, motivate and provide leadership for all departmental staff. This includes performance evaluations, assessing skills and competencies, administering policy and procedures as it relates to the staff, coaching, mentoring and training. Incumbent assesses the required level of performance and assigns duties and compensation accordingly to ensure that the department functions efficiently and at capacity while maintaining employee satisfaction.
• Foster Cross-Functional Team Relationships: Serve as the liaison between the Service Department, Sales, Rental, Parts, and other departments on matters pertaining to operations and other business to support and exceed customer expectations. Work with Supervisors to establish job priorities and schedule daily job assignments.
• Exceed Customer Expectations: Research customer complaints and provide work justification material in order to maintain customer goodwill. Alert Director of Operations of unusual customer problems. Effect appropriate settlements or solutions.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees