Provide leadership of CMD service department development and product support capability. This position regularly audits service department operations and develops action plans to enhance working efficiency. This position is responsible for enforcing all service department related S.O.P. (Standard Operating Procedures). Provide technical support assistance to CMD branch personnel. Provide high level technical service training to support all new production introductions. Supports technical recruiting efforts for all CMD branches.

Duties and responsibilities

• Lead ongoing branch audits all 9 CMD locations.
• Create and manage service department action plans.
• Create and implement service department processes and procedures (SOP).
• Provide world class technical support for all OEM’s serviced by CMD division.
• Create and deploy technical training related to all OEM’s serviced by CMD division.
• Work closely with WPI Service Operations and Customer Support Managers.
• Support and enhance technical recruiting efforts for all CMD branches.
• Manage excellent working relationships with internal and external customers.

• Promote good welfare among the company and its divisions.
• Perform other duties as assigned.

Qualifications

• Required- 5 years of hands on technical experience (technician or similar)

• Required- Previous service manager or related management experience.
• Required- Ability to travel up to 60% of time to branches or manufacturers.
• Required- Knowledge of Komatsu (OEM) standards and processes.
• Required- strong technical writing skills.
• Required- strong communication & presentation skills.
• Strongly desired- technical degree or related college courses.
• Strongly desired- Previous or current WPI employee

Knowledge, Skills, and Abilities

• All Microsoft applications: Project Management, Power Point, Excel, Word, Publisher, Outlook.
• Advanced knowledge of Service Pro and JD Edwards Business System.
• Excellent technical troubleshooting, technical writing, and presentation skills,
• Understanding of branch operations utilizing analytical skills to drive branch profitability.

• Must conform to policies and procedures set forth by the company
• Must have current driver’s license and acceptable driving record per WPI insurance company standards
• Must have dependable transportation

WPI is an EEO/AA (equal opportunity/affirmative action) institution and does not discriminate on the basis of sex, age, race, color, religion, physical or mental disability, creed, national origin, veteran status, sexual orientation, genetic information, gender identity, or gender expression in the programs or activities which it operates.