Job Description

PRIMARY FUNCTION:

• Service CCE customer machines in a timely and professional manner to insure Customer Satisfaction.
• Manage company resources to maximize Financial Performance in terms of profit, productivity, efficiency and return on capital.
• Manage people, space, tools, and money to optimize Resource Deployment.
• Create a stimulating environment to provide for Personnel Department.
• Maintain a safe environmentally responsible work place to insure Regulatory Compliance.

ESSENTIAL DUTIES:

Customer Satisfaction

• Serve our customers in a timely, professional manner and provide high quality services at a value-based price.
• Provide prompt response to customer needs and minimize downtime. Turn customer machines around in the shortest amount of time possible.
• Insure that the work we do is done right the first time. Minimize rework.
• Maintain daily contact with the customer to keep them apprised of the status of the repairing of their machine.
• Be available to support customers 24 hours a day providing over the phone troubleshooting, equipment specifications and transportation regulation guidelines.
• Manage the billing process to insure accuracy and fairness. Fully document repairs accurately and professionally.
• Administer Warranty/Policy Guidelines to minimize customer expense while protecting our relationships.
• Manage the customer notification of all PIP and PSP repairs. Assist the customer in scheduling these repairs at a mutually convenient time.
• Monthly review of KPI Metric and review of CI boards
• Conduct weekly Tool Box Talks and previous week’s accident review with technicians
• Conduct pre-delivery of all new machines. Inspect and validate machine performance in accordance with all published specifications.
• Inspect customer machines whenever possible to provide a professional assessment to the machines condition. Make recommendations for needed repairs, maintenance procedures and operating parameters.

Financial Performance

• Manage the Profit/Loss Statement for the assigned operation including top line sales, flat rate pricing, expense controls, resource scheduling and staffing.
• Coordinate with the Credit Department to ensure the credit worthiness of a customer prior to completing the work. Administer all C.O.D. transactions.
• Manage the Work Order Administration process to insure timely reporting, accuracy, parts used, special shipping charges, outside purchases, warranty claims and labor charges to minimize work in process.
• Manage company assets including vehicles, equipment and tooling to insure maximum returns. Plan and schedule routine maintenance, insure EPA OSHA/MSHA compliance and plan for future expansion.
• Review and approve of all performance reports. Insure that reports accurately reflect actual expenses. Make the necessary journal entries to correct any discrepancies.
• Business Planning – develop an annual plan including: budget (proforma); capital requirements; manpower requirements.

Resource Management

• Schedule all service operations. Prioritize activities and match technician skills to the repair tasks to insure quality and minimize turnaround.
• Manage the maintenance of the Rental Fleet, providing the fastest turnaround time possible.
• Routinely inspect equipment, process all warranty claims, arrange for the delivery and pickup of the machines and work closely with the sales and rental departments.

Personnel Development

• Recruit, hire, and retain qualified talent to service our customer’s machines.
• Work closely with the HR and Training Departments to insure that the organization develops the skills needed to meet the changing environment.
• Provide regular career planning sessions with employees to assess performance, suggest training options, counsel employees as needed and provide personal support as required.
• Enforce company polices pertaining to employee safety, hygiene and behavior.
• Protect the integrity and professionalism of our company’s culture.
• Professionally manage the separation process when necessary.

Regulatory Compliance

• Insure our compliance with OSHA/MSHA Standards including tooling, tooling maintenance, painting and routine state inspections.
• Minimize Workman’s Compensation expense through continuous training, policy enforcement and accident reporting.
• Insure EPA Compliance. Manage hazardous waste disposal, fluid recovery, spill reporting and cleanup, storm water management, random testing, OSHA/ MSHA reporting, machine reporting compliance, vehicle licensing and vehicle insurance.

MINIMUM REQUIREMENTS:

Education:

Must be a high school graduate with at least 5 years equipment service experience in a similar industry preferably with squad leadership experience; or have at least a 2 year business, management or diesel/heavy equipment technology degree with at least 2 years service related group leadership, preferable in a similar industry. Ideal candidate would have at least a two-year related degree and have successful Caterpillar or similar dealer/business heavy or compact-construction equipment service management experience.

Work Experience:

(See above)

Physical:

• Must be able to work for long periods while seated and can clearly communicate with customers on the phone or in person
• Must have physical ability to operate equipment to assist with loading and unloading if needed
• Must have excellent customer relations primarily with verbal communications but with some written communications too

Other:

• Must have at least intermediate PC skill, preferable in MS Word and Excel and have a working knowledge of the Internet and MS Email
• Possessing a general equipment knowledge and basic mechanical aptitude is advantageous

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.