Service Foreman, Product Performance

SUCCESS AT 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.

ESSENTIAL FUNCTIONS:

Safety

• Actively cares, promotes, manages, and advocates safety at Western States. As a 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 personal work areas to ensure safe environments for all WSECO employees.
• Adhering to required personal protective equipment (PPE) as identified in safety policy.
• Ensuring safety boots, high vis vests, safety glasses, and all required PPE are secured for internal and external clients entering the yard.

Technician Support and Supervision

• Supervises employees. Performs annual performance reviews, oversees the development and administration of employee development plans and recommends compensation increases.
• Manages expenses such as field supplies, small tools, and environmental needs.
• Meets typical annual target of 22% PAD (may vary year over year) for annual profitability of the team and the store.
• Communicates repair status, verbally and in writing (if necessary), to the Product Performance Field Supervisor.
• Utilizes the Service scheduling tool to monitor and maintain all aspects of the repair in the shop specific to the assigned team members and area.
• Monitors work in progress to ensure promise date adherence for the customer. Informs Product Performance Field Supervisor of changes or updates needed to the promise date. Adheres to 100% promise date delivery of repair.
• Works with Product Performance Field Supervisor to meet the final repair performance versus quoted amounts expectations of on or under quote.
• Coordinates the usage, rental or purchase of special tooling needed to perform repair work.
• Works with the Technicians to provide the Product Performance Field Supervisor the necessary information for up-sell opportunities to quote to the customer.
• Assigns work as needed to meet customer commitments and the needs of the repair.
• Approves employees’ work time and adjusts employee time on service calls as needed.
• Oversees pre and post inspections of machines being repaired and quality control measures taken throughout the repair process.
• Works directly with technicians to ensure quality control measures have been effectively deployed.
• Achieves the goal of “No re-work will ever touch our customers”.
• Troubleshoots various machines at expert level with no assistance required. Walks around machinery to inspect. Operates machinery to locate problem. Diagnoses problems for quality control. Performs independent failure analysis, proving consistent abilities to determine and repair cause of failure.
• Uses service manuals, SIS and parts books effectively to address technical issues such as looking up parts, machine information, standard labor rates, machine settings, and more to setup work orders or to answer customer inquiries. Performs all required tasks in accordance with procedures.
• Works with centralized functions concerning warranty, goodwill, policy, technical communications, and any other relevant items associated with timely completion of the repair.
• Works with Product Performance team to meet the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year.
• Adheres to all customer care standards.
• May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
• Works within and promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

SKILLS, KNOWLEDGE, AND ABILITIES:

• Expert-level specialization and proven ability to troubleshoot, diagnose, and repair all CAT machine systems.
• Ability to lead and direct others, determining work priorities and assigning work to others.
• Ability to prioritize the workload with exceeding customer expectations in mind.
• Proven organizational skills.
• Proven customer service skills over the phone and in person.
• Knowledge and use of Microsoft computer products or other comparable systems required.
• Proven conflict resolution skills.
• Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
• Ability to set and manage priorities.
• Must be a self-starter and able to work without supervision.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED) required. Associates Degree from an accredited vocational school preferred.
• Minimum of five years minimum experience working on heavy equipment required. Caterpillar environment with hydraulic, engine and power-train experience preferred.
• Minimum one prior management experience, with customer service and P&L responsibility.
• Valid driver’s license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English).

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.
• 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)