Service Operations Manager

Wyoming Machinery Company; Rock Springs (WY); On-site; USD 85,000 - 110,000; Full time

Job summary

Wyoming Machinery Company in Rock Springs, WY seeks a Service Manager to lead the safety, quality, and efficiency of all Service employees. You will oversee supervisors, implement best practices, respond to safety issues, and ensure accurate work orders and time-card documentation.

The role requires strong leadership, Caterpillar dealer experience, and the ability to develop training, manage staffing with HR, and collaborate with the technical department, with travel and occasional overnight

Qualifications

• High school diploma, post high technical school training or college degree.
• Driver’s license in good standing.
• Caterpillar factory and dealer service training.
• Strong decision making and problem-solving skills.
• Able to communicate written and orally in clear and concise manner.
• Advanced computer operation.
• Strong knowledge successful business practices, bookkeeping and accounting.
• Above average public speaking ability.
• Experience in Caterpillar dealer operations.
• Prior effective management of service personnel & resources.
• Knowledge of Caterpillar repair processes.

Responsibilities

• Responsible and accountable for safety, quality, production and operational efficiency of all Service employees.
• Oversee actions and conduct of the supervisors assigned to Service work areas.
• Initiate and implement a consistent working environment of best practices.
• Respond to safety issues on demand.
• Oversee opening of work orders and time card documentation for services.
• Address technicians monthly on safety and quality control.
• Complete performance reviews of Service supervisors.
• Document lead men and technician reviews by Service supervisors.
• Work with HR to interview and hire employees.
• Counsel and correct negative employee actions impacting Service.
• Promote and implement standard jobs.
• Submit purchasing specs for capital budgets.
• Coordinate with Training for scheduling.
• Set yearly goals for service operations with supervisors.
• Interface with technical department and attend health meetings.
• Pursue warranty claims and product support from Caterpillar.
• Maintain positive attitude across Service areas and reputation.
• Travel with overnight stays.
• Weekend on-call.

Skills

Decision making

Problem solving

Written & verbal communication

Advanced computer use

Business practices, bookkeeping & ?acc

Public speaking

Management of service personnel

Caterpillar dealer operations

Repair processes knowledge

Education

High school diploma / technical training / college

Caterpillar factory and dealer service training

Job description

ESSENTIAL FUNCTIONS

• Responsible and accountable for the safety, quality, production and operational efficiency of all Service employees.
• Oversee actions and the conduct of the supervisors that are assigned to the various work areas of the Service.
• Initiate and implement a consistent working environment of successful and proven best practices.
• Respond to safety issues on demand.
• Oversee the accurate opening of work orders and time card documentation for services to be performed.
• Address all technicians monthly on subjects of safety and quality control.
• Complete performance reviews of Service supervisors.
• Document review of lead men and technician performance reviews completed by Service supervisors.
• Work with HR Department to actively interview and hire employees.
• Assist the HR department in taking steps to counsel, correct, and follow up with any negative employee actions that may impact the Service department.
• Promote and implement of standard jobs.
• Submit purchasing specs and requests for capital budget items required to perform assigned duties to Director.
• Work with WMC Training Department for scheduling of appropriate training for assigned employees.
• Set goals for service operations yearly with service supervisors.
• Interface with technical department and attend product health meetings as needed.
• Pursue all warranty claims, product support, product improvement, and policy allowance available from Caterpillar.
• Help to maintain a positive, progressive attitude at all work areas in the Service areas to ensure an enhanced Service department reputation and the overall perception of Wyoming Machinery Company.
• Travel with overnight stays.
• Weekend on-call.

ADDITIONAL FUNCTIONS

• Maintain a positive and meaningful relationship with customers and community.
• Maintain constant customer contacts for public relations, as well as problem solving ability.
• Settle questionable service department billing problems with internal and external customers.
• Communicate with Caterpillar.
• Lead by good example. Be a problem solver and decision maker.
• Accept and adapt to change and opportunity.
• Maintain peer relations with other supervisors.
• Work with fleet and building maintenance on issues.
• The maintenance and recording of that maintenance, with regards to the capital assets used.

QUALIFICATIONS/KNOWLEDGE/SKILL/ABILITY

• High school diploma, post high technical school training or college degree.
• Driver’s license in good standing.
• Caterpillar factory and dealer service training.
• Strong decision making and problem-solving skills.
• Able to communicate written and orally in clear and concise manner.
• Advanced computer operation.
• Strong knowledge successful business practices, bookkeeping and accounting.
• Above average public speaking ability.
• Experience in Caterpillar dealer operations.
• Prior effective management of service personnel & resources.
• Knowledge of Caterpillar repair processes.

PREFERRED

• Frontline Leadership or other types of leadership training.

PHYSICAL/ENVIRONMENTAL REQUIREMENTS

• Working hours vary from a standard of 8 to 12 hours depending on workload and projects.
• Prolonged sitting.
• Walking, standing, climbing, etc.

Travel Required

Yes . Travel with overnight stays

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.