Mining Service Manager

JOB SUMMARY:

Develop and maintain the best possible relationship between the customer and the Service operation while protecting the best interests of both parties. Plan, direct, organize, coordinate, and control assigned service operations. Responsible for managing Service Key Performance Indicators (KPI's) to include Profit and Loss, WIP and technician productivity. Maintain work force, equipment, and supplies to insure adequate standards of quantity and quality workmanship.

Assume responsibility for evaluating employees, meeting production schedules, following and developing systems and procedures, practicing effective oral and written communication, and making decisions within established guidelines. Maintain a high degree of organizational skills to manage diverse, complex, and high-volume operations.

ESSENTIAL FUNCTIONS:

• Keeps the Service Management informed about Service activities and problems.
• Maintains a high degree of organizational skills to manage diverse, complex, and high-volume shop(s).
• Responsible for managing Service Key Performance Indicators (KPI's) to include Profit and Loss, WIP and technician productivity.
• Maintains orderly flow of work within and between shops and shifts on a continuing basis.
• Directs, instructs, and develops Foreperson and Lead people to plan and organize work. Communicates with supervisors to ensure that work assignments are carried out on schedule and within acceptable quality standards.
• Maintains good employee relations. Reviews and approves all employee changes.
• Continually plans and forecasts workforce, facility, and equipment requirements. Ensures that work force, equipment, and supplies are adequate for continually providing the quantity and quality of work demanded within assigned work areas.
• Oversees staff responsible for daily customer contact and prompt handling of customer problems.
• Cooperates with personnel in other work centers and departments.
• Develops staff to review and approve input information for time, parts, methods and sublet to company information systems. Oversees staffs that approves work order reviews and are responsible for final review, closing, crediting, and recharging of all work orders in work center. Determines, within company policy guidelines, warranty, rework, and policy charges. Assumes ultimate responsibility for accuracy and credibility of billings.
• Create an environment of ownership and personal accountability where each person is responsible and accountable for their performance.
• Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures, and standards.

• Maintains and supports Empire Pride and Safety First.
• Formulates Service Department objectives and expense forecasts. Operates within the forecasted budget.
• Controls work and efficiency by use of standard times, flat rates, and control reports to insure orderly and profitable workflow. Maintains work center cost control.
• Must be able and willing to accept, communicate, and enforce company policies, procedures, and regulations.
• Works within and promotes corporate values.

• Must have interpersonal, management, organization, and planning skills sufficient to direct people and maintain acceptable levels of productivity.
• Must have technical knowledge of Caterpillar product repair.
• Must be able to utilize computer-based service and work order management systems.
• Ability to maintain consistent attendance.

• Proof of high school diploma or General Education Degree (GED).
• Bachelor’s Degree in Business or related field and/or equivalent experience (5 yrs.)
• Previous general management experience in a Caterpillar Dealer Service Department preferred.
• Minimum…