Manager - Field Service

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

• 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 management 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.

Qualifications

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.

MacAllister Machinery Co Inc. is an Equal Opportunity Employer (EEO)