Service Operations Manager

Earn up to $3,000 SIGN-ON BONUS • Aurora, CO

3d • Onsite

About The Position

The Service Operations Manager develops and implements consistent and effective service operating processes across the Wagner enterprise in a manner that reflects the company’s vision of working as “One Professional Team.” This position oversees the operations of Equipment Management, Customer Value Agreements, Warranty, Technical Communications, and Service Operations. The position assures that revenue and expenses are managed to acceptable levels and that software investment is fully leveraged. The Service Operations Manager also develops and assists operating managers in achieving KPI objectives. You will work with experts in our field, have support in your career path and will be part of a team that is invested in your development. This position reports to the Vice President of Service.

Requirements

• Must be legally authorized to work in the United States on a full-time basis for anyone other than current employer.
• High School Diploma or GED.
• College degree in technology and/or business or equivalent service experience with training in accounting and computer science.
• Demonstrated understanding of workplace safety principles and practices and knowledge of regulatory compliance.
• 3+ years supervisory/management experience.
• 3+ years project management and systems experience.
• 3+ years customer service experience.
• 3+ years sales experience.
• 1+ years CAT technical or mechanical experience (machine service/maintenance).

Nice To Haves

• Advanced knowledge of Microsoft Word, Excel, and Access.
• CAT, Komatsu, Deere, or other heavy equipment product knowledge.
• Intermediate knowledge of Microsoft PowerPoint.

Responsibilities

• Develops and implements consistent and effective service operating processes across the Wagner enterprise.
• Oversees the operations of Equipment Management, Customer Value Agreements, Warranty, Technical Communications, and Service Operations.
• Assures that revenue and expenses are managed to acceptable levels and that software investment is fully leveraged.
• Develops and assists operating managers in achieving KPI objectives.
• Works with other departments (Sales, Parts, Power Systems, Wagner Rents) to enhance cooperation and effective cross-department processes.
• Interfaces with Caterpillar Service Operation Representatives to exchange best practice information and influence on Caterpillar, as needed.
• Works with operating areas to achieve expected levels of performance.
• Facilitates service operation reviews and makes process change recommendations to operating areas.
• Aids in the determination and adoption of best practices.
• Understands and provides leadership in system setup and process so that work order coding properly impacts service financial statements.
• Develops consistent policies and procedures for all service operations.
• Understands and influences service systems/software development and implementation.
• Champions software solutions that will lead to more effective operations.
• Stays abreast and seeks to influence Caterpillar system solutions.
• Provides leadership to the Technical Services Department to assure that TC’s are effectively communicating product problems to Caterpillar and that PIP/PSP’s are being completed to acceptable levels.
• Oversees the Warranty Supervisor, Service Process and Systems Manager, and Tech Services Manager.
• Develops, distributes (COGNOS or other), and trains operating managers on the importance of KPI’s.
• Provides leadership to the Warranty Department with focus on expense recovery and the Sales-Service Joint Venture.
• Assumes overall responsibility for the budgets, objectives, and employee satisfaction of these areas.
• Supervises and provides leadership/support to the activities of direct reports listed above.
• Other duties as assigned by manager.

Benefits

• Paid Time Off (PTO) Plan - Up to 96 hours of PTO in your first year + 8 company paid holidays
• Medical, dental, and vision insurance
• Life and AD&D Insurance
• Retirement Plans - 401K and Roth 401K , eligible employees can receive a company contribution up to 7%
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• CEFCU - Employees have access to services include payroll deductions savings, accounts, loans, VISA card, and more.
• Supplemental life Insurance, Critical Illness + Accidental Insurance, ID WatchDog and discounted employee phone plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED