WHY WESTERN STATES: Western State’s culture is based on passion for our Vision, Mission, and VALUES. We are fiercely committed to SAFETY and sending every employee, safely home, every day. We strive for EXCELLENCE in all we do and are proud to be a “play to win” organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization.

JOB SUMMARY: The Product Support Performance Specialist position is actively engaged in the day-to-day operations of the parts and service business, within the WSECO dealership. Primary responsibilities include assisting the Product Support Operations training while actively seeking continuous improvement opportunities in an effort to identify plans to capture efficiency gains. This role also serves as the operations point of contact within the dealership and owner of the Contamination Control process to include traveling to stores to conduct audits. This position operates as a key team member of the Product Support division and will work closely with all levels of Product Support Management and employees.

ESSENTIAL FUNCTIONS: 

Safety

• Actively cares, promotes, manages, and advocates safety at Western States. As a leader and team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards.
• Maintains clean/clutter free company vehicle and work areas to ensure safe environment for all WSECO employees.
• Adhering to required personal protective equipment (PPE) as identified in safety policy.

Process Improvement

• Identifies, defines, and documents the PS department’s business processes and presents throughout the product support group.
• Evaluates, monitors, and identifies areas of improvement of established processes to support consistent results and ensure goals are met, across all locations.
• Addresses issues through coaching, training, or revising the process.
• Develops consistent processes for all PS areas in alignment with standard work practices defined by CPS guidelines while making adjustments based on local needs.
• Conducts on site Parts/Service Operational Reviews for each branch, annually.
• Assist’s local branch leadership to achieve action items from operational reviews.
• Aligns processes and systems to achieve consistent and efficient outcomes.
• Scope and develop project ideas to attain relevant strategic goals.
• Identifies areas in Product Support that could benefit from new technology. Uses the balanced score card (ensuring the interests of the employees, processes & systems, financials, and customers are met) approach to identify and evaluate possible solutions. Tests and pilots solutions to verify they meet the needs of the Product Support Departments and that they will integrate with current solutions already in use across the dealership.
• Leads Continuous Improvement projects where the subject, focus and solution are moderately complex in nature.
• Ensure projects are integrated with other business activities, improvement projects, and business strategy.
• Measure results; manage the development and maintenance of methods and systems for measuring the degree to which the project goals, objectives and metrics are being met.
• Aligns process improvement efforts in our Parts areas with Inventory Operations and Logistics’ guidance to drive consistency and cost savings.

Systems Support and Training

• Supports CPS (Caterpillar Production System) within all of our Product support areas. Educates and trains to the CPS principles.
• Acts as company point of contact for Contamination Control and own audits throughout the dealership regardless of department.
• Deploys and maintains automated warehousing software and processes to all parts areas.
• Administers Microsoft Dynamics AX training and development of branch level employees.
• Assists in the integration of new technology by developing and delivering training for Product support employees. Monitors implementation and assists as needed until complete.
• Performs other duties as assigned.

SKILLS, KNOWLEDGE, AND ABILITIES: 

• Ability to travel up to 60% and overnight, as needed.
• Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
• Ability to set and manage priorities.
• Proficient in the use of Microsoft computer products or other comparable systems required.
• Ability to learn and be proficient in dealer specific business systems and various other caterpillar software applications.
• Ability to develop and maintain effective working relationships with others.
• Consistent attendance.

EDUCATION AND EXPERIENCE: 

• Proof of high school diploma or General Education Degree (GED) required.
• Bachelor’s Degree in Business Administration or a related field preferred.
• Minimum of 3 years applicable heavy equipment experience performing related tasks required. Caterpillar experience preferred.
• Must be able to communicate (speak, read, comprehend, write in English).
• Proof of driver’s license and acceptable driving record required.

PHYSICAL CHARACTERISTICS: 

• Ability to stand for long periods of time along with walking, sitting, repetitive climbing stairs, reaching (including but not limited to above-shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.
• Exposure to extreme temperatures and environment.
• Ability to lift up to 50 lbs. in accordance with Western States’ Lifting Policy to include amount and approach.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.