Compact Construction Service Manager II

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.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.