Regional Service Manager

Warren CAT•Midland, TX

10d

About The Position

The Regional Service Manager directs, manages, and coordinates customer service activities across multiple establishments that install, service, maintain, and repair equipment sold, leased, or rented by the company. The manager performs these duties personally and through subordinate supervisors. The role is responsible for regional goals, workforce leadership, customer satisfaction, consistent service procedures, and quality assurance. It supervises Service Managers and related employees across multiple sites. The position requires travel up to 10% and is designated safety sensitive. Work involves a usually moderate noise level and the physical activities and vision abilities outlined under Important Information. The job description may change as employer needs and job requirements change.

Requirements

Four to ten years of related experience and/or training, or an equivalent combination of education and experience.
Five years of experience with Caterpillar product lines.
Strong ability to communicate, influence, and build consensus across department lines.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.
Ability to write reports, business correspondence, and procedures.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Basic math and reasoning skills.
Ability to manage emotions during elevated circumstances with customers or employees.

Responsibilities

Maintain responsibility for achievement of regional goals and objectives.
Evaluate, coach, motivate, and direct the performance of regional teams.
Lead and supervise the workforce to achieve and maintain high customer satisfaction.
Interface with CAT Service Operations Representatives to exchange best-practice information.
Work with other departments to enhance cooperation and effective cross-department processes.
Coach and mentor Service Managers at multiple sites.
Develop consistent policies and procedures for all service operations.
Facilitate service-operation reviews and recommend process changes to operating areas.
Provide process and system support for developing and implementing a comprehensive equipment management program.
Analyze and resolve work problems or assist employees in solving them.
Interpret company policies for employees and enforce safety regulations.
Set quality-assurance standards, ensure repairs and preventive maintenance are completed in a timely manner, and ensure employees are properly trained.
Supervise a team of Service Managers and related employees.