Empire Southwest LLC

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Service Manager - Large Truck Field Service (Finance)



JOB DETAILS:

Shift

1 st /Day Shift

Location

In-Shop

Schedule

Schedule to be provided by leader.

Salary Range

$88,259 - $150,305 per year

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.

ADDITIONAL RESPONSIBILITIES:

  • 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.

KNOWLEDGE SKILLS AND ABILITIES :

  • 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.

EDUCATION AND EXPERIENCE:

  • 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 5 years' experience repairing, reconditioning, and operating Caterpillar machines.
  • Must be able to communicate (speak, read, comprehend, write) in English.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to sit, use hands and talk or hear.
  • The employee frequently is required to stand; walk; reach with hands and arms; climb or balance; and stoop and kneel.
  • The employee is occasionally required to lift and/or move up to 10 pounds.
  • Specific vision abilities required by this job include close vision.
  • This position is designated as a "Safety-Sensitive Position". A Safety-Sensitive Position includes tasks or duties that EMPIRE

in good faith believes could affect the safety or health of the employee performing the task or others.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; and outside weather conditions.
  • The employee is occasionally exposed to wet and/or humid conditions, extreme cold, and extreme heat.
  • The noise level in the work environment is usually office moderate.
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