YPS Operational Excellence Specialist

Yancey Bros. Co.•Mableton, GA

About The Position

The Operational Excellence Specialist leads initiatives to improve the performance of Yancey Power Systems (YPS) across Parts, Service, Sales, customer experience, and revenue growth. The role works collaboratively across these groups to develop improvement strategies and plans, manage and report on Caterpillar and YPS metrics, and build effective relationships with internal and external stakeholders, including CAT and other OEM representatives. The Specialist develops and deploys daily, weekly, and monthly management reporting packages to help local branches improve operational performance. The position also supports operational efficiency, financial reporting, inventory oversight, budgeting, employee training, and change management. It promotes a safe workplace and a “Safety First” culture, and champions continuous process improvement. The role requires prior customer service management experience, strong people and problem-solving skills, and at least five years of experience. A bachelor’s degree or related equivalent experience is required. The position typically works in a temperature-controlled office, with field visits to customer sites less than 25% of the time.

Requirements

Bachelor’s degree from a four-year college or university, or related equivalent experience.
Minimum of 5 years of experience.
Customer service management experience.
Customer service experience and excellent people skills.
Problem-solving skills to meet the needs of customers and employees.
Must complete Yancey and industry safety training requirements.

Nice To Haves

Specific industry training.
Project management training.
Supply chain systems training.

Responsibilities

Manage, understand, and report on YPS and Caterpillar Parts, Service, and Sales metrics.
Develop Parts growth strategies and customer experience plans.
Design and implement customer relationship improvement projects and programs.
Lead operational efficiency projects focused on the YPS Parts and Service relationship.
Provide subject-matter expertise on YPS Parts and Service products and value propositions.
Write business proposals and prepare project plans for YPS Parts and Service program enhancements.
Build relationships and negotiate with internal and external program stakeholders.
Identify and map business strengths and customer needs to support program development.
Develop and deploy daily, weekly, and monthly management reporting packages for local branches.
Engage with CAT and other OEM representatives on Parts, Service, and Sales initiatives, including CAT Excellence, DDC, and Service Commitment programs.
Promote a safe workplace and develop a “Safety First” culture.
Participate in required safety programs and ensure employees complete safety training and work safely.
Identify, develop, and plan implementation of division performance improvement initiatives.
Act as the primary liaison for CAT and other OEM representatives.
Support and train employees on Standard Operating Procedures and ensure company policies and procedures are followed.
Develop project plans supporting key YPS division initiatives.
Plan, enhance, and develop financial reporting to better control expenses.
Monitor inventory levels to ensure customer needs can be met on time.
Assist in developing revenue and profit goals, inventory requirements, and headcount requirements for YPS budgets.
Lead training supporting key initiatives.
Develop proficiency in change management.
Support and communicate regularly with Service and Sales teams.
Refine monthly Parts reporting tools to improve ease of use and transparency.
Monitor the performance of key initiatives after implementation.
Champion a process improvement culture.
Complete additional tasks as assigned by management.