What are the responsibilities and job description for the Manager - Field Service position at MacAllister Machinery Co., Inc.?
Description
Objective
Position manages all aspects of Field Service operations for any one or combination of the following areas; the servicing of heavy equipment, used equipment, light equipment, HE rental, truck, Power Systems and Agriculture. Field Service logistics, technical support and asset management are provided for these customers (internal and external).
Responsibilities
MacAllister Machinery Co Inc. is an Equal Opportunity Employer (EEO)
Objective
Position manages all aspects of Field Service operations for any one or combination of the following areas; the servicing of heavy equipment, used equipment, light equipment, HE rental, truck, Power Systems and Agriculture. Field Service logistics, technical support and asset management are provided for these customers (internal and external).
Responsibilities
- Directs, motivates and provides leadership for respective Field Service Operations staff. Hires all supervisors and support personnel. With the Field Service Operations Manager, defines and implements the appropriate organizational structure and staffing level for the operation.
- Manages all financial aspects of their respective Field Operations. Prepares annual budgets combined with the development of objectives and action plans to achieve profitability targets. Follows up to insure action plans are completed thoroughly and on time. Submits capital expense requests, approves operating expenses, manages financial performance throughout the year and insures customer invoicing is timely and accurate.
- Monitors and ensures compliance with all safety policies, procedures, guidelines and laws as they pertain to staff and customers within the department premises or in the field. Ensures all facilities and equipment are is in excellent, safe operating condition. Responsible for department safety performance and achieving safety targets; zero lost time accidents!
- Provide strategic direction on service products that MacAllister would provide to customers. Identify new service products to offer customers. Services should be in support of Caterpillar products but opportunity outside the Caterpillar product line should also be an area of focus.
- Constantly improves work processes to increase customer satisfaction, efficiency, profitability and employee productivity and satisfaction. Understands and employs 6 sigma tools and techniques.
- Work with the HR department to provide focus on the recruitment of service technicians in support of the overall business. This would include participation in job fairs, recruitment of high school students to Owens College, development of other recruiting activities that would support the need for qualified technicians across all branches both short term and long term.
- Insures employee development is completed via company systems. Takes personal responsibility for each employee’s development, well-being and performance through quality one-on-one time, coaching, mentoring and the delivery of regular feedback. Ensure employees are well trained and are kept abreast of new product introductions as they are released. Work with training department to mutually develop training grids for each technician as applicable.
- Insures performance evaluations are completed thoroughly and on time. Administers the company’s compensation system, assessing skills and competencies, administering policy and procedures as it relates to the staff, coaching, mentoring and training. Incumbent assesses the required level of performance and assigns duties and compensation accordingly to assure that the department functions efficiently and at capacity while maintaining employee satisfaction.
- Builds a teamwork atmosphere and insures a high degree of employee satisfaction and productivity while holding individuals accountable for their actions. Interprets and reinforces the corporate culture, every day, with all staff and serves as a role model for the Department. Builds a competent, high performance team that achieves expected results.
- Responsible for maintaining high levels of customer satisfaction. Knows and maintains good relationships with customers, especially key accounts. Insures branch personnel faithfully adhere to the philosophy of Price, Quality and Turnaround so that internal and external customers develop a high degree of trust and respect.
- Responsible for m anagement of the field service truck fleet including the specifications and purchase of vehicles appropriate for servicing current business needs. Manages vehicle expenses and income to break-even or profitable status. Ensure that Field Service vehicles are well maintained and together with the appearance of Technicians project a professional image of MacAllister Machinery at all times.
- Manages and administers Caterpillar’s Good-Will Dollars Program, acting as a policy deputy to achieve customer satisfaction in establishing fair value.
- Develops an excellent working relationship with Caterpillar and their field representatives, Sales, Product Support and Product Development teams ensuring support of overall goals.
- Knowledge, skills and abilities typically acquired through a college degree.
- 10 years combined experience in service or parts supervision and management, preferably with Caterpillar equipment.
- Above average mechanical aptitude.
- Strong leadership skills which result in being a great coach, mentor and developer of people. Excellent ability to deliver timely constructive feedback in a positive, respectful manner, guiding and motivating employees toward improvement. Manager identifies key skills and behaviors needed for work area and builds a work group that supplies these attributes through hiring and development.
- Strong management skills, including change management, conflict resolution, performance enhancement, organization and project management skills.
- Manager serves as role model for customers being a top priority. Is proactive at improving responsiveness, value and overall customer satisfaction. Insures all customers in work group are treated fairly, consistently and well. Understands the principles of price, quality and turnaround and practices them consistently and well.
- Ability to develop strong customer relationships by exhibiting a high level of customer sensitivity and providing consistently high customer satisfaction levels.
- Individual must own any problem concerning a customer until it’s handled at the appropriate level. Insures the root cause of the problem or complaint has been eliminated and a good process has been put in place so there is no reoccurrence. Is a role model for overcoming obstacles, finding ways around difficult situations, offering alternatives and delivering results.
- Excellent verbal, listening and written communication skills. Keeps team informed about performance, direction and external environment information.
- Strong interpersonal skills, including influencing, empathy, negotiation, coaching and counseling.
- Demonstrated ability to achieve excellent business results using the DMAIC and RIW process within position’s span of control. Ability to analyze and interpret data, use benchmarks and take corrective action for the purpose of improving performance is a must. Individual must have a complete understanding of Financial Statements and the influence of business situations on accounts.
- Individual possesses strong analytical skills with the ability to administer warranties and successfully interpret policies, procedures, guidelines and laws including Caterpillar’s Good Will Program.
- Sets multiple personal and/or work group objectives each with clear intent, metrics, action steps, timeframes and responsibility. Understands degree of quality provided by tracking key metrics, benchmarks and continuously improves processes to improve quality performance.
- A thorough knowledge of the product with a strong respect for the Caterpillar influence and a good knowledge of the product market.
- Good computer skills, including experience using Microsoft Office software as Word, Excel and Power Point, data base systems and the ability to operate CAT PC and Main Frame Programs.
- The ability to uphold professionalism with both internal and external customers, including personal appearance and friendly, courteous treatment of peers, subordinates and customers.
MacAllister Machinery Co Inc. is an Equal Opportunity Employer (EEO)
