Job Summary:

The Product Support Branch Manager evaluates, allocates, and directs all human, physical, and financial resources for the successful achievement of the parts and service department’s annual business plan in alignment with the company’s vision.

Essential Functions:

• Hires, develops, evaluates, and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS)
• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Formulates, monitors, and controls department goals and activities in accordance with the company vision statement and core business values, to achieve established regional objectives and business unit forecasts
• Selects, develops, and evaluates personnel to ensure high levels of performance, consistency, commitment, human resource availability, and effective planning for future resource needs
• Budgets, monitors schedules, and controls the financial material and human resources of the parts and service departments to achieve targeted goals on a consistent basis
• Manages, maintains, and develops physical and capital resources to ensure that their use is maximized
• Develops, integrates, and communicates department plans for safety and environmental activities in support of company-wide goals to ensure safe working conditions and legal compliance
• Requires regular and punctual employee attendance
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

Knowledge, Skills, and Abilities:

• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
• Computer knowledge and/or experience including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook
• Demonstrates acute knowledge of HOLT Industrial Systems operations and related systems
• Knowledge of safe work policies, procedures, and practices
• Excellent verbal, written, communication, and presentation skills
• Time management skills in order to develop plans for structuring self and others to attain maximum productivity by establishing deadlines, milestones, tasks, resources, and achievement of goals and work results
• Critical thinking and problem-solving skills to apply logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, approaches, and prevention of problems
• Judgment and decision-making skills to consider the relative costs and benefits of potential actions to choose the most appropriate one
• Attention to detail and being thorough in completing work tasks
• Effective influencing abilities
• Ability to use relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards
• Ability to work on multiple projects and deal effectively with employees and management
• Ability to think logically for interpreting and analyzing problems assigned or encountered
• Ability to identify complex problems and review related information to develop and evaluate options and implement solutions
• Organizational ability and confidence to work independently and with individuals and groups

Education and Experience:

• Minimum five years of experience required; seven or more years of experience preferred
• High school diploma or equivalent with additional specialized/technical training or some college courses required
• College degree preferred

Supervisory Responsibilities:

• This position directs and manages the Service Coordinator, Field Service Technicians, Shop Service Technicians, Service Supervisor, Lead Tech, DOFI, Parts Counter Sales, Parts Warehouse Clerks, Parts Counter Lead, and Warehouse Lead Positions. Responsibilities include, but are not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; coaching and development; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Travel:

• Up to 10% travel is to be expected with overnight stays of up to but not limited to twice per quarter

Physical Requirements:

• A significant amount of time standing; occasionally walking, sitting, crouching, stooping, climbing, and reaching
• Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina
• Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work
• This role frequently communicates with others and must be able to exchange accurate information in these situations

Work Environment:

• This job is generally performed in a professional office environment

• Occasionally works outdoors and may be exposed to weather extremes conditions that include inclement weather, heat, cold, and humidity
• Exposure to minor burns, cuts, bites, or stings
• Exposure to hazardous conditions, contaminants, and equipment
• Exposure to high noise levels that may be distracting or uncomfortable
• Frequently works at a fast pace with unscheduled interruptions
• Occasionally works in an enclosed vehicle or equipment
• Required to perform work in cramped workspaces and/or awkward positions at times
• Requires wearing common protective or safety equipment when applicable
• Requires making decisions that affect other people, the financial resources, and/or the image and reputation of the organization

Disclaimer:Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.