DESCRIPTION :

Schedules and supervises all activities of the department and provides a high quality of service to customers while achieving profit objectives.

REQUIREMENTS :

• High school diploma or equivalent
• General knowledge of Caterpillar equipment and components
• Experience with computers and S.M.C.S. systems and procedures
• General knowledge of service and parts department operations
• Ability and willingness to function outside normal working hours
• Demonstrated ability to apply tact and diplomacy in dealing with customers and fellow employees

ESSENTIAL FUNCTIONS :

• Schedule and coordinate repairs by priority, assigning most qualified technicians to achieve highest quality repair at the lowest cost and coordinating work with other departments, branches, or outside vendors to meet estimated completion dates and to keep customer downtime to a minimum
• Prepare written estimates; initiate opening, closing, and accuracy of all work orders; document, on work order, all conversations and agreements with customer or branch;

approve and verify time cards, Service Reports, SIMS Reports, and monitor paperwork required

• Assist in developing Annual Business Plan for Branch Service Department
• Supervise personnel and oversee tooling and equipment to maintain a safe, efficient operation while meeting productivity and profit levels established in the Annual Business Plan
• Maintain good customer relations; settle customer complaints and / or provide documentation and technical input to assist Branch Management Team in resolving customer controversies
• Monitor return of tooling and unused parts; ensure proper processing of parts by Technicians
• Resolve unusual or complex issues / problems in coordinating work with other departments or branches
• Maintain a high degree of discretion in handling confidential matters
• Evaluate employee work performance and counsel or recommend employee for training
• Conduct monthly departmental and safety meetings to keep employees informed of policies, procedures, new products, and equipment updates
• Perform other duties as necessary and assigned

Last updated : 2024-04-23