Manager Product Support On Highway

DESCRIPTION:

A big reason why Boyd CAT has been able to thrive for over a combined 150 years is our people. Each day, our team strives to adhere to the core values of integrity, commitment, excellence, and service that have sustained our company through the decades. Our focus is to hire the most qualified applicants, provide them with the tools and training they need to succeed, and support them throughout their careers.

The Product Support On Highway Manager directs and controls the On Highway departments to ensure an efficient and profitable operation to support Branch and Corporate objectives, while maintaining the highest quality of service to the customer.

REQUIREMENTS:

1. High School Diploma, college preferred


2. Good verbal, written, analytical and interpersonal skills


3. General knowledge of parts and service department operations, including supervisory experience in a parts or service setting


4. Ability and willingness to function outside normal working hours


5. Demonstrated ability to apply tact and diplomacy in dealing with customers and fellow employees

ESSENTIAL FUNCTIONS:

1. Direct and manage On Highway departments to ensure an effective operation and to maintain the highest quality of customer service


2. Develop and monitor annual budgets and objectives for Service and Parts Departments. Implement action plans to address areas not meeting budget or standards


3. Investigate and resolve customer complaints, administer service policy and warranty to minimize customer controversies.  Visit customer jobsites to evaluate degree of service being provided to assure quality repairs are completed to enhance customer satisfaction


4. Supervise and evaluate service employees/staff work performance relative to established guidelines, taking proper action by counseling, training, appraisals, and monthly meetings to maintain high level of efficiency and morale


5. Manage the On Highway departments to best serve the needs of customers and assure profitability.


6. Supervise staff and personnel to ensure work objectives are successfully and safely carried out


7. Maintain a good working relationship with customers by personal contact a jobsites to assure customer satisfaction


8. Utilize knowledge and expertise of Service Management Team to solve technical problems, consult with Technical Communicators when necessary to maintain high quality service work


9. Conduct salaried employee appraisals and evaluate performance; hire new employees, take disciplinary action as necessary


10. Conduct staff meetings and departmental and safety meetings to keep employees informed on policies, procedures, new products, and product updates


11. Administer warranty and policy decisions in compliance with Corporate Procedures to ensure customer satisfaction and fair value. Monitor and approve requests for new tooling


12. Provide planning for leadership and growth within the On Highway departments through promoting and training of employees


13. Ensure departmental safety inspections and meetings are conducted and that supervisors maintain safe working conditions. Investigate employee work injuries and determine action to be taken to prevent recurrence


14. Perform other duties as necessary and assigned