Product Support Operations Manager

HOLT Group•San Antonio, TX

11d•Onsite

About The Position

The Product Support Operations Manager is responsible for ensuring the successful management of work performed in the service area. The incumbent is responsible for establishing production goals, supervising, training, and evaluating service employees to ensure that work is performed in support of company's department goals. The individual will monitor physical requirements for work completion (facilities, tools, environmental) and communicates same on an ongoing basis to the Product Support Manager. This position also contributes to the success of the parts and warranty departments. The incumbent in this position is expected to model the following practices daily: Demonstrate alignment with the company's mission and core business values Collaborate with key internal/external resources Participate in ongoing self-development

Requirements

High school/equivalent diploma or trade school diploma required
Aerial lift and forklift certification required
Valid driver's license required
Highly developed mechanical background with various size and type engines and electrical systems
Extensive knowledge of construction equipment, aerial, and lifting equipment
Knowledge of machines and tools, including their designs, uses, repair, and maintenance
Extensive knowledge of, and experience with MSHA, OSHA & DOT, certification preferred
Ability to perform basic mathematics and calculate percentages.
Ability to read and understand parts catalogs, service manuals and schematics.
Ability to write customer orders.
Quality control analysis skills - Conducting tests and inspections of products, services, or processes to evaluate quality or performance
Operation and control skills - Controlling operations of equipment or systems
Advanced mechanical skills and understanding of schematics and diagrams
Solid teamwork, communications, and interpersonal skills
Judgment and decision-making skills lo consider relative costs and benefits of potential actions, and the ability to determine the appropriate course of action
Great attention to detail and solid organizational skills
Solid recordkeeping and document control to ensure compliance with company policy and procedures
Ability to manage multiple priorities
Ability to read and understand information and ideas presented in writing
Ability to listen to and understand information and ideas presented through spoken words and sentences

Nice To Haves

Five to eight years of work-related skill, knowledge, or experience preferred
Minimum of five years' experience in a Dealership and three years in management preferred

Responsibilities

Hires, develops, evaluates, and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS)
Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
Select, manage, develop, and evaluate service personnel to ensure high levels of top-quality workmanship and efficiency in a repair and service shop environment
Communicate, implement, and monitor service department policies to ensure a high level of consistency
Monitors and controls lime records, service reports, and shop maintenance activities
Plans and assigns work, enforces policies and procedures, and recommends improvements in repair and service methods, equipment, operating procedures and working conditions
Models and coaches to ensure that shop work and safety practices are performed in a safe and hazard free shop
Responsible for the overall performance of the parts department
Manages company expenses through warranty and damage recovery
Analyzes and recommends stocking and inventory levels, procure crane parts orders utilizing bulk pricing discounts and on shipment dates for all vendor items
Trains counter and shop sales personnel on technical aspects for crane parts crane attachments, and allied parts in order to provide exceptional customer service
Complete all parts order pulling transactions for external and internal customers in an accurate, timely and supportive manner to ensure customer satisfaction
Maintains delivery and field service fleet
Maintains facilities to Cat Contamination Control
Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
Performs other duties as assigned