It’s your time, make it matter.

At Peterson, we partner with our customers to build the future. For over 85 years, our peoples’ work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson’s legacy permeates every aspect of our communities. From roads and bridges, back-up power at hospitals, fire-fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don’t just have a career, you have a purpose.

Our family-oriented environment is built on safety, winning, growth, and professional achievement. Hiring and developing exceptional people is critical to our continued success. We have high standards for a good reason: our people represent Peterson, our family, our brand, and our values.

You have high expectations too. You are exceptionally motivated, have outstanding skills, and want your work to matter.  Peterson offers competitive wages, generous benefits, and promotional opportunities at a family-owned and operated business. It’s time to use your skills and passion to do work that matters!

Job Description

Peterson Power Systems has a need for a Power Service Operations Manager who can be based at our Hillsboro, OR or San Leandro, CA location.

SUMMARY

The Power Service Operations Manager collaborates with Peterson Power Service Managers, Sales Managers, Service Operations team and senior leadership to optimize service department operational excellence, develop and present key performance indicators (KPI’s) on a regular basis, and ensure compliance with all safety regulations and requirements at all locations. This role is responsible for managing Peterson Power Systems technical communicators, the service letter processes, warranty operations and overall Power Service department processes and systems.

ESSENTIAL JOB FUNCTIONS

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Identify performance opportunities and drive positive change by working with branch and operations personnel in the following areas:

  • Profitability

  • Customer Satisfaction

  • Work Order Management

  • Contamination Control to ensure adherence to Caterpillar standards

  • Technician Productivity (Efficiency and Effectiveness)

  • Technician Capacity Planning

  • Employee Satisfaction

  • Update and distribute the branch service dashboard, which ranks all locations based on KPIs 

  • Identify best performing service operations within Peterson, document their best practices and further replicate across the enterprise as appropriate.

• Identify areas of improvement to achieve and maintain desired standards in the Original Equipment Manufacturing (OEM) Service Excellence Programs.

• Supervise Peterson Power Systems Service Operations teams, including

  • CVA Specialist and Service Administrator I positions.

  • Technical Communicators

  • Warranty

• Collaborate with Corporate Service Operations Manager on processes related to critical Information Technology (IT) systems that enable success in Peterson Power service operations such as Service Information System (SIS), CAT Electronic Technician (ET), Service Link and Equipment Link.    

• Lead continuous improvement projects across Peterson Power’s service organization to include technological implementations.

• Nurture and maintain the highest levels of employee engagement.

• Manage service letter Product Improvement Program (PIP) and Product Support Program (PSP) completion process.

• Proactively build relationships and partners across the enterprise (Sales, Finance, Rental, IT, and HR) and with manufacturer’s representatives.

• Develop and maintain competitive profile information, including manufacturer(s) represented, charge out rates, markets served, locations and capacity.

• Travel away from base location up to 30% of the time to perform meet with stakeholders and perform other essential job functions.

• Maintain regular, punctual, and predictable attendance.

OTHER JOB FUNCTIONS

• Serve as a back-up to Service Managers and Service Supervisors as needed.

• Works collaboratively in a team environment with a spirit of cooperation.

SUPERVISORY RESPONSIBILITIES

Manager is responsible for the overall direction, coordination, and evaluation of Peterson Power Service Operations, Technical Communicators and Warranty personnel. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and implementing corrective action with employees; addressing complaints and resolving problems. When work deficiencies are identified takes prompt and effective measures to correct areas needing improvement.

QUALIFICATIONS

Bachelor's Degree from a fully accredited college in Business Administration, Project Management or other closely related field; and a minimum of ten (10) or more years of directly related experience in Service Operations, Business Administration, and/or Project Management, preferably in a heavy industrial environment; or an equivalent combination of education and work experience. Previous supervisory experience required.

CERTIFICATES, LICENSES, REGISTRATIONS

• Must maintain a valid driver’s license and satisfactory driving record.

The California pay range for this position is: $126,000.00 - $150,000.00 (Starting wage will depend on experience and education. We also offer a total compensation package in addition to base salary.) 

Peterson Power Systems, Inc. is committed to equal employment opportunity and affirmative action. Minorities, females, veterans, and individuals with disabilities are encouraged to apply. A drug screen and background check is required.