Director of Product Support

ESSENTIAL FUNCTIONS

• Coordinate the functions of the Parts and Service Departments. Some of these duties include the establishment of goals for the Service Manager and the Parts Supervisor/Manager.
• Review and approve expense and revenue budgets, operating statements and marketing plan.
• Cultivate, expand and develop the ideas from the Parts and Service Management.
• Establish assigned locations product support objectives for final approval from the VP of Product Support and Chief Executive Officer.
• Create and maintain a positive dialogue with the entire territory customers.
• Review with the Parts and Service Management the hiring, evaluation and promotions of all product support employees. 
• Responsible for proper building, ground maintenance and improvements.
• Coordinate activities and inform other Company departments on developments and represent the Company to industry and community groups.
• Responsible for the establishment of a clean and safe atmosphere and provide proper equipment and training for all product support employees within assigned territory.

ADDITIONAL FUNCTIONS

• Be a resource to the Sales VP and VP of Finance for various affairs of company interest.
• All territory customer relations on a daily basis.
• Product support employee relations on a daily basis.
• PSR daily needs for support and decisions on customer issues.
• Daily contact with Parts and Service management to work the strategy and plan to sell parts and service in assigned service territory.
• Daily contact with the Parts and Service Departments to improve operations.
• Contact with Caterpillar Parts and Service reps on territory specific customer issues.
• Daily decision making on service priority and marketing execution.
• Company safety issues and execution of the plan.
• Focus on Product Support opportunities and make them happen (i.e. lube truck, oil lab, field service, gas engines product support, parts service, counter service, hydraulic/machine/truck and or heavy equipment shop).
• Daily coordination of location supervisor group for correct treatment of employee and customer issues.
• Pull together the Parts and Service Department to improve relations and working efficiency.
• Represent Wyoming Machinery Company in various community activities and events.

QUALIFICATIONS/KNOWLEDGE/SKILL/ABILITY

·        Must have the ability to counsel people so their actions move in a positive direction.

·        Have a broad knowledge of the Caterpillar Parts and Service systems.

·        Be able to understand and interpret Caterpillar Warranty procedures and statements.

·        Have knowledge of OSHA and MSHA state requirements.

·        Have high written and oral communication skills.

·        Be able to speak effectively before a large group of people.

·        Basic computer knowledge and skills should include e-mail, general computer skills such as desktop, password, Internet, word processing, spreadsheets and power point.

PREFERRED

·        Minimum 5 years of management experience in a Caterpillar dealership.

·        Working Experience in the Parts and Service Departments.

·        Sales experience with direct customer contact is desirable.

PHYSICAL/ENVIRONMENTAL REQUIREMENTS

·        Material and equipment directly used: telephone, copier machine, personal computer, overhead projector, video equipment, fax machine, and various reference materials. Most often these reference materials are books, brochures, and manuals developed by Caterpillar Inc. and are company owned.

·        Walk, sit and or stand 6 - 8 hours a day.

·        Be able to move about the building and travel to customer locations.

·        Normal office work, driving, climbing on equipment. 

·        Must be able to work long days.

·        Travel required.

·        Frequent use of hands for simple grasping, pushing, pulling, manipulating tools/objects, and writing/typing.

·        Some travel by automobile and air required, with occasional overnight stay.

·        Operate a company vehicle requiring a valid driver’s license (driving record must meet company insurance standards and is reviewed annually).