About this role
ESSENTIAL FUNCTIONS:
• Supervises mining field technicians. Performs annual performance reviews, oversees the development and administration of employee development plans and recommends compensation increases. Administers discipline; has authority to hire employees.
• Completes assigned technician's annual performance appraisals on or before their anniversary dates.
• Functions as primary point of contact for customers seeking service work. Answers and directs incoming Service calls.
• Performs all sales functions (quotes, estimates, bids, etc.) for incoming phone calls and walk-in customers needing service work.
• Qualifies the repair needs with the customer and collects the necessary information needed to accurately create a quote or estimate of repair.
• Works closely with Service Pricing Group to provide an estimate or quote to the customer in adherence with Customer Care Standards.
• Discounts shop labor rates to gain business as necessary.
• Meets typical annual target of 22% PAD (may vary year over year) for annual profitability of the team and the store.
• Works with field technicians to gain customer consent for quoted or estimated work prior to the repair.
• Meets final repair performance versus quoted amounts expectations of on or under quote.
• Manages marketing campaigns in partnership with Product Support Sales Representatives (PSSRs) that are designed to drive business into their assigned areas.
• Works closely with PSSRs and other department's sales representatives (General Line, CAT Rental, Engine, etc.) to coordinate service opportunities in their assigned areas.
• Evaluates all Warranty, Policy, and Service update issues that may be required for the particular type of machine being repaired.
• Presents initial quote or estimate for work required to the customer and any ongoing changes to gain consent to move forward with the repair.
• Duplicate
• Adds, deletes or otherwise manages the different elements of a work order during the repair process, including: segments, charge codes, job notes, etc.
• Uses the Service scheduling tool to schedule and maintain all aspects of the repair in the field and the shop specific to assigned team members and area.
• Performs all necessary work functions in Microsoft A/X specific to the work order process by creating, maintaining and closing all work orders.
• Coordinates with Field Technicians to ensure all job stories are accurately added to the work order prior to invoice
• Owns responsibility for the productivity of the technicians assigned to the team.
• Will be measured by and held accountable for invoicing service calls according to WIP turns metric.
• Coordinates the usage, rental or purchase of special tooling needed to perform repair work.
• Provides frequent communication of service status updates for each customer, as well as research, fact-finding, resolution and follow-up of customer questions and concerns so that nothing come as a surprise to the customers. Provides advice related to replace versus repair options.
• Contacts the customer, after input from the Technician, with any up-sell items and explains the issue; then either gains consent to perform the work or directs technician to proceed without doing the work.
• Discounts, credits and re-issues customer invoices as needed to ensure customer satisfaction
• Makes internal policy decisions for the Service Department and will work with other departments to ensure the policy expenses from their areas are allocated to the appropriate internal accounts.
• Meets the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year.
• Approves employees' work time and adjusts employee time on work orders as needed
• Works directly with Field Technicians to ensure quality control measures have been effectively deployed.
• Works with centralized functions concerning warranty, goodwill, policy, technical communications and any other relevant items associated with timely completion of the repair.
• Finalizes all repair work by contacting the customer, reviewing the invoice in detail, and gaining consent to close.
• Follows up with customers post repair to gauge customer satisfaction
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adheres to and promotes all applicable safety policies, procedures and standards.
• May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives.
• Works within and promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.
KNOWLEDGE SKILLS AND ABILITIES:
• Knowledge and use of Microsoft computer products or other comparable systems required.
• Knowledge or ability to learn Microsoft AX, Infocast, and Sales Link.
• Proven conflict resolution skills.
• Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
• Ability to set and manage priorities.
• Must be a self starter and able to work without supervision.
• Consistent attendance.
EDUCATION AND EXPERIENCE:
• Proof of high school diploma or General Education Degree (GED).
• Associates Degree from an accredited vocational school preferred.
• Five years minimum experience working on heavy equipment required. Caterpillar environment with hydraulic, engine and power-train experience preferred.
• Minimum of one year previous supervisory experience required.
• Valid driver's license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English).
PHYSICAL CHARACTERISTICS:
• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Must be able to lift 50 pounds.
• Must be able to meet all safety requirements for applicable safety policies.
This role is designated as safety-sensitive.