Service Leadperson

Empire Cat•Mesa, AZ

About The Position

The Service Leadperson accepts responsibility for assigned service areas and exercises leadership over assigned shifts. The role directs and supports personnel, evaluates employee performance, meets production schedules, maintains equipment and tools, coordinates work across shifts and departments, assists with client calls, and resolves workflow and procedural problems. The position also provides failure analysis and technical information support as needed. The Service Leadperson directly supervises employees, prioritizes workflow, assigns work to technicians, coordinates schedules with other areas, communicates with clients, and manages repair costs and budgets. The role conducts annual employee appraisals, maintains records, monitors work orders, and promotes ownership and accountability. It also provides hands-on service technician support when needed to meet deadlines. The position requires strong interpersonal, communication, organizational, and technical skills, including extensive knowledge of CAT machine components and systems. The employee must follow safety requirements and company policies and may need to operate a forklift with appropriate certification. This is designated as a safety-sensitive position.

Requirements

High school diploma or General Education Degree (GED).
Current driver’s license.
Strong technical background.
Completion of TRAIN test evaluation.
Ability to speak, read, comprehend, and write in English.
Interpersonal and communication skills sufficient to oversee, motivate, direct, train, and evaluate people and write reports.
Ability to organize jobs into a logical operational sequence and provide leadership to assigned technicians.
Ability to use diagnostic equipment to evaluate problems and make repair decisions.
Knowledge and ability to use EMPIRE and Caterpillar Service Systems, procedures, and publications.
Extensive technical knowledge of CAT machine components and systems to troubleshoot problems and train others.
Acceptable attendance meeting company standards and requirements.
Ability to meet the physical demands of the role, including regularly lifting or moving up to 25 pounds and occasionally up to 60 pounds.

Responsibilities

Accept responsibility for assigned service areas and exercise leadership control of assigned shifts.
Directly supervise employees, assign jobs to technicians, and prioritize workflow.
Coordinate and schedule work with other areas and between shifts.
Communicate with clients as needed and assist with client calls.
Meet production schedules and help resolve workflow and procedural problems.
Provide failure analysis and technical information support as needed.
Operate within budgets and meet standards for flat rates, bids, and estimates.
Conduct annual performance appraisals for assigned employees.
Control repair job costs and maintain costs within budget.
Maintain records, data, equipment, tools, and work area cleanliness and safety.
Create an environment of ownership and personal accountability.
Follow applicable safety policies and comply with company policies, procedures, and standards.
Select, supervise, train, and develop subordinates; ensure assigned employees are trained, motivated, and performing according to their job descriptions.
Investigate possible re-work and warranty situations and determine proper repair methods.
Perform Service Technician duties to help meet deadlines.
Monitor and review work orders in the work area.
Obtain technical assistance in difficult or unusual conditions.
Promote corporate values and perform other duties as assigned.