Service Manager, Product Support

SUCCESS AT WESTERN STATES: Western State’s culture is based on passion for our Vision, Purpose, 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. We drive INNOVATION by challenging the status quo and embracing change.

JOB SUMMARY: The Service Manager, Product Support is responsible for the Service division of the assigned branch. This includes the growth and development of assigned employees, ensuring the continued growth of the customer base and financial performance through the alignment of systems, people and processes. This position works with support functions to ensure the timeliness of pricing, goodwill, warranty and technical communication and will have responsibility for shop supplies, tooling, cost control measures and building maintenance related to shop areas and any other applicable miscellaneous items associated with the local service area.

Essential Functions

Safety

• Actively cares, promotes, manages, and advocates safety at Western States. As a leader and 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.
  
  

Supervisory, Communication, and Customer Service

• Supervises employees. Performs annual performance review and determines compensation increases. Administers discipline; authority to hire and terminate employees.
• Manages annual budget. Updates and revises budget yearly in accordance with company guidelines. Manages expenses.
• Communicates Service goals, provides resources and direction, and ensures goals are met.
• Coaches and advises Customer Service Representatives (CSRs), Team Supervisors, and Field Service Supervisors, where applicable and as needed, to ensure positive employee and customer relations including the execution of Technician Development Plans, employee appraisals, customer care consistent with brand promise, adherence to the work order process, repair quality control and financial performance expectations.
• Works with the Corporate Safety Director and employees to provide a safe and productive work environment.
• Uses Sales Link for customer information for updates, call reporting and lead generation.
• Maintains a high level of customer relations and responds to customer inquiries and resolves customer complaints in conjunction with the CSRs.
• Grows Western’s position in the markets it serves. Evaluates customers’ expectations and demands and analyzes Western’s ability to meet those expectations and demands. Works with employees’ to ensure customer needs are being met.
  
  

Evaluation, Analysis, and Collaboration

• Confirms business is being conducted in alignment with our core values
• Ensures warranty, service policy, and goodwill is addressed and processed within company guidelines.
• Monitors customer surveys. Resolves any outstanding issues.
• Evaluates tool needs and ensures purchases are completed correctly according to Western State’s guidelines.
• Resolves employee and work group problems.
• Analyzes financial statements and initiates changes where problems are located monthly.
• Works with Team Supervisors to manage work in progress and ensures timely closing of work orders.
• Maintains good working relationships with staff and other departments.
• Use DBS, INFOCAST, SIS, KPIs, SalesLink and any other applicable system to perform daily job duties.
• Promotes and manages all customer care standards.
• Actively cares and advocates safety at Western States. Adheres to all applicable safety policies, procedures and 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.
• Manages,Understands and executes on all WSE and Caterpillar Excellence programs.
  
  

Knowledge Skills And Abilities

• Knowledge and use of Microsoft computer products or other comparable systems required.
• Knowledge or ability to learn. AX, Client Connect, D365, Sis and ET
• 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).
• Minimum of five years’ experience in a heavy equipment and/or truck environment required. Caterpillar experience preferred.
• Minimum of three years of supervisory experience required.
• Valid driver’s license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English).
  
  

Physical Characteristics

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Able to lift up to 50 lbs in accordance with Western States’ Lifting Safe Work Practice 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.