Manager, Service, Main Shop, Mesa, Az

2 weeks ago

Mesa, United States Empire Cat Full time

Join our group of passionate team players, committed to providing the best level of service for our clients in a rewarding environment.

**WHO WE ARE**:
Founded in 1950, Empire Cat is a world-renowned Caterpillar dealer and a top private company in Arizona. We are a third-generation family-owned company with over 3,700 employees across 30+ locations throughout Arizona, Nevada and portions of Eastern California. We are a diverse group of people, but we all share an inspiring vision to BE THE BEST. That vision is achieved by our individual commitments to work hard and live our core values every day.

**WHAT WE OFFER**:

- Competitive Pay
- Vacation & Sick Leave
- Medical/Dental/Vision
- 401(k)
- Tool Discounts/Tool Insurance
- Technical Training & Professional Development Classes
- And More

**JOB DETAILS**:
Shift 1st/Day Shift
Location In-Office
Schedule Schedule to be provided by leader.
Salary Range $101,086 - $137,174 Annually

**JOB SUMMARY**:
Develop and maintain the best possible relationship between the client and the Service operation while protecting the best interests of both parties. Create and maintain a climate that results in positive client and employee relations. 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.
- Handles customer questions and concerns promptly and in accordance with company policy.
- Correctly advises and answers questions involving company policy including warranty adjustments, parts returns, credit and finance and rentals.
- Develops, maintains, and supports high quality standards for project personnel.
- Maintains Empire’s reputation as an ethical company.
- Ensures that a service history is maintained on each customer machine.
- Responsible for managing Service Key Performance Indicators (KPI's) to include Profit and Loss, WIP and technician productivity.
- Directs, instructs, and develops 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 client contact and prompt handling of client 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.
- Adheres to all applicable safety policies and complies with all company policies and procedures.
- Submit and complete timely reports as needed or required.
- 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 the assigned mining operation at an acceptable level of productivity and maintain excellent customer relations.
- Must have technical knowledge of Caterpillar product repair.
- Must be able to utilize computer-based service and work order management systems.

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