Work Order Management Team Lead Mesa

3 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 $28.11 - $38.62 Per Hour

**JOB SUMMARY**:
Accept responsibility for assigned Work order Management areas. Exercise leadership control of assigned areas. Directs personnel to perform related support activities. Appraise assigned employees’ performance. Manage Work in Progress for assigned areas. Organize and direct the daily processing of work order closings and warranty claim processing for assigned area. Research and analyze client-billing problems. Advise appropriate Service Advisors and branch personnel of work order status. Provide proper information on warranty work order for accurate and timely claim submission. Provide training and support to work order management as needed.

**ESSENTIAL FUNCTIONS**:

- Directly supervises employees.
- Conducts annual appraisals for assigned employees.
- Provides leadership and training to assigned employees for continuing development and education.
- Shadows, evaluates, and provides individual on the job training and coaching to the work order management team.
- Works closely and continuously communicates with Empire’s client-facing and service management teams to gather information on how Empire can improve billing process engagement in pursuit of optimal client satisfaction.
- Assists management with the development and implementation of the work order management strategic and tactical plan.
- Provides process mapping, data, and data analysis to support business solution for the work order management initiative.
- Identifies and researches problematic areas. Works with management team to develop and implement new and improved tools and processes for the work order management initative.
- Supervises the review, tracking, adjustments and closing of work orders to ensure client billing accuracy.
- Works with all areas for fair accurate warranty claims, determines warranty and policy decisions.
- Works to achieve a high level of satisfaction with clients related to Empire’s billing process.
- Ensures consistency between departments and assists management to reach all billing goals and warranty claim goals.
- Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures, and standards.

**ADDITIONAL RESPONSIBILITIES**:

- Acts as a floater to the work order management team by filling in temporarily with job roles.
- Work within and promote corporate values.

**KNOWLEDGE SKILLS AND ABILITIES**:

- Strong team building skills including ability to lead, train, cooperate and contribute as part of a team.
- Must be able to utilize computer based service and work order management systems.
- Math skills sufficient to perform research and analysis.
- Interpersonal skills and communications abilities necessary to explain complex information, and influence others.
- Ability to multi-task and operate effectively in a very fast paced environment and meet critical deadlines.
- Strong organizational and planning skills sufficient to maintain acceptable levels of productivity.
- Attention, ability to prioritize, use time efficiently, complete tasks on time or notify appropriate person with an alternative plan.
- Maintain knowledge of CAT Warranty programs and CAT product line.
- Must be able to meet all safety requirements for applicable safety policies and use of all required safety equipment.
- Must have acceptable attendance to meet all company standards and requirements.

**EDUCATION AND EXPERIENCE**:

- Minimum 5 years’ experience in related field.
- College Degree preferred.

**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, reach outward and talk and hear.
- The employee frequently is required to walk.
- The employee is occasionally required to stand, reach above shoulder, squat, kneel, o

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