Manages the service department’s main shop and component specialization shop by monitoring employee and customer needs to ensure employee development and customer needs are satisfied while working within a budget to achieve an acceptable level of profit and maintaining the highest levels of customer satisfaction and employee morale.

High school diploma or equivalent. Five years or more of service experience is normally required. Previous management experience preferred. Strong verbal, written, analytical, and interpersonal skills required. Must have a valid driver's license. Must be able to pass physical exam and drug screening.

Understands and stays current on the latest Caterpillar warranty guidelines and is capable of administering and explaining warranty to customers.
Works with warranty analyst to ensure claims are written correctly and the maximum dollars are recovered.
Works with Service Manager and Caterpillar Reps on policy and repairs outside normal warranty.
Schedules customer jobs and communicates this and any possible changes in the schedule to the customer.

Manages Machine and component rebuilds to ensure scheduling, communication, and coordinating of all ongoing work meets expectations.
Maintain effective work, vacation, and training scheduled for assigned staff.

Provides quotes that are accurate and understood by customers.
Ensures that parts returns are handled quickly and are within the national average and not excessive. Ensures that service reports are processed on time and are written professionally and correctly.

Safety

• Know and follow all Company and customer safety rules, including maintaining a safe, clean, and orderly work area, and fully participating in Company accident prevention and safety improvement activities.
• Must have the physical ability to wear Personal Protective Equipment (PPE), including protective glasses, protective gloves, and protective clothing and footwear as required by the job.

Customer Satisfaction

• Respond to all customer requests in a professional and courteous, timely, and responsive manner.
• Maintain a clean, professional personal appearance at all times, meeting all Company standards for professionalism.
• Keep the Manager continually apprised to assist in answering customer questions and problems when necessary. 

Business

• Supports the organization’s mission, vision, and values by exhibiting the following behaviors: honesty, integrity, and respect while delivering high-quality solutions and maintaining a positive attitude and a safe work environment.
• Accepts responsibility for mistakes or problems. Maintains “ownership” of assigned tasks.
• Demonstrate a positive attitude and a high level of personal credibility and integrity with customers, management, and dealership co-workers. 
• Must be dependable. Consistently arrives at work on time when scheduled, fully ready to work.
• Maintain company and product confidentiality. 
• Attend and participate in all meetings, training, and activities as required. 
• Adhere to all Company policies and departmental procedures and rules. 
• All other duties as assigned.

Work Conditions

• Maintain a clean, safe working environment.
• Communicate effectively, verbally and in writing. 
• Must be honest, reliable, and dependable, and display a positive attitude.
• Must be able to work well under occasional pressure or within work standards and deadlines. 
• Must be able to work independently and/or with others in a team environment. 
• Able to work a standard five-day schedule, including daily overtime and occasional weekend hours as needed.
• Meet all eligibility requirements to drive Company vehicles, including a current, valid driver’s license issued by the resident State. 

Physical Requirements

• Pass a pre-employment background check, and physical exam including a drug screen, and meet all physical requirements for the position. 
• Able to lift 20-75 pounds occasionally.

Stowers Machinery is fortunate to have served East Tennessee since 1960. East Tennessee is a great place to live, work and raise a family. Stowers is fortunate to represent Caterpillar, the world's leading manufacturer of equipment; a company always striving to meet the demands of changing markets. Stowers is fortunate to have loyal customers who have joined in a partnership that is mutually beneficial. And, Stowers is fortunate to have dedicated employees who love this business and are willing to work tirelessly to meet or exceed the customer's expectations.