Mining Service Manager

Empire Cat•Winnemucca, NV

About The Position

The Mining Service Manager develops and maintains effective relationships between customers and the Service operation while protecting the interests of both parties. The role plans, directs, organizes, coordinates, and controls assigned service operations, and manages Service KPIs including profit and loss, work in progress (WIP), and technician productivity. It ensures adequate staffing, equipment, and supplies to meet quantity and quality standards, and oversees employee performance, production schedules, operating systems and procedures, communications, and decisions within established guidelines. The position oversees work flow across shops and shifts, develops Forepersons and Lead people, coordinates work assignments with supervisors, and maintains employee relations. It forecasts workforce, facility, and equipment needs; oversees customer-contact staff and the handling of customer issues; and ensures accurate work-order information, reviews, billing, warranty, rework, and policy charges. The manager promotes personal accountability, safe work practices, company policies, and corporate values, while managing department objectives, expense forecasts, budgets, efficiency, and cost control.

Requirements

High school diploma or General Education Degree (GED).
At least 5 years of experience repairing, reconditioning, and operating Caterpillar machines.
Ability to communicate in English by speaking, reading, comprehending, and writing.
Interpersonal, management, organizational, and planning skills sufficient to direct people and maintain acceptable productivity.
Technical knowledge of Caterpillar product repair.
Ability to use computer-based service and work-order management systems.
Ability to maintain consistent attendance.

Nice To Haves

Bachelor’s degree in Business or a related field and/or equivalent experience (5 years).
Previous general management experience in a Caterpillar Dealer Service Department.

Responsibilities

Keep Service Management informed about Service activities and problems.
Manage Service KPIs, including profit and loss, WIP, and technician productivity.
Maintain organized operations and orderly work flow within and between shops and shifts.
Direct, instruct, and develop Forepersons and Lead people to plan and organize work.
Coordinate with supervisors to ensure assignments are completed on schedule and to acceptable quality standards.
Maintain good employee relations and review and approve employee changes.
Forecast workforce, facility, and equipment requirements and ensure adequate staffing, equipment, and supplies.
Oversee staff responsible for daily customer contact and prompt resolution of customer problems.
Cooperate with personnel in other work centers and departments.
Develop staff to review and approve time, parts, methods, and subcontracted-work information entered into company systems.
Oversee work-order reviews and final review, closing, crediting, and recharging of work orders.
Determine warranty, rework, and policy charges within company guidelines, and ensure billing accuracy and credibility.
Create an environment of ownership and personal accountability.
Work safely and comply with applicable safety policies and company policies, procedures, and standards.
Maintain and support Empire Pride and Safety First.
Formulate Service Department objectives and expense forecasts, and operate within the forecasted budget.
Control work and efficiency using standard times, flat rates, and control reports; maintain work-center cost control.
Accept, communicate, and enforce company policies, procedures, and regulations.