DEFINITION: In accordance with management directives this position oversees the daily operational activities and supervises all truck service operations of multiple company branches. The incumbent in this position will work with all truck service supervisors at their respective branches to model the following practices on a daily basis: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with service staff to provide excellent customer service;3) MaintainImprove profitability;4) Improve shopstaff productivity;5) Practice ongoing self development.
ESSENTIAL FUNCTIONS: This position mandates that the employee be able to perform all of the following functions for all branches with power systems product support:
-Manage and oversee all of the Cleveland Brothers East Truck Product Support Operations, the supervision of truck service supervisors monitoring day-to-day operation of all service activities and related personnel;
-Analyze and plan activities to meet customer needs and maintain cost efficiencies;
-Interface with truck service supervisors to assist and resolve customer related conflicts (billing, equipment repairs, warranty, etc.);
-Travel to all East Cleveland Brothers branches with truck systems operations, visit customer job sites, meet with customers and evaluate equipment needs as required;
-Assist as required with PSSR's and evaluate repair appraisals;
-Review internal and external matters involving operations and expenses;
-Prepare and submit documents and reports related to department activities;
-Monitor the repair process with truck service supervisors for productivity, quality, and timeliness of repairs;
-Communicate with manufacturer's representatives and maintain supplier relations;
-Work with truck service supervisors and assist in the development and maintenance of a technician career development plan;
-Analyze and resolve regional or branch specific truck conflicts; and
... Perform other functions as assigned.
SUMMARY OF DUTIES: This position may perform any combination of the following duties: Travel and support all truck product support operations (Lancaster, Manada Hill, Milesburg, Mansfield, Turbotville and Wilkes-Barre). Provide coaching, mentoring, and direct management of branch truck product support service supervisors. Direct or support all operational aspects of business activity at all branches with truck operations; interact with the sales force to support their truck sales activities via pre-delivery inspections, vehicle preparation for delivery; assess employee performance and provide guidance; foster good management relations; assist in the generation of new business opportunities for the branch in specific geographical market areas; assist in training of new products; assist the service supervisors with internal and external customers on a daily basis concerning pricing and scheduling of truck repairs or service, technical information, warranty contracts, equipment transportation needs, and other issues; assist service supervisors with equipment down time concerns, scheduling of repairs(field and shop) that are most convenient to the customer; assist branch truck service supervisorsparts personnel with staffing and training of technicians to ensure the branchregion is staffed appropriately and stocked with the parts needed to provide customers with the most efficient and cost effective product line support possible; assist in the development of the entire truck service operations providing efficient and effective customer service while maintaining/improving overall branchregional profitability; prepare reports using approved computer software; operate basic office equipment; perform other work related duties as assigned.
KNOWLEDGE AND SKILLS REQUIRED:
Comprehensive experience with electrical and mechanical repair procedures. Position requires a thorough understanding of trucks, truck engines and vehicle systems, applications and product support (electronic system communications, ABS systems, manual transmissions, automatic transmissions, vehicle alignment, axle/wheel end, driveline, vehicle performance and handling, PAR Dyno, State/Federal Inspections, Glider Kit assembly, alternative fuels, etc.).
Must possess excellent verbal and written communication in order to motivate, organize, and supervise personnel involved in providing customer support services. Must be able to handle multiple tasks and requests from numerous sources, balancing conflicting priorities. High energy level, excellent organizational, time management and negotiating skills. Working knowledge of PC based computer software programs. A working knowledge of computer applications in a Windows based environment is essential.
Overnight travel between 20-25% within Cleveland Brothers Territory. Moderate out of town travel as necessary to attend Caterpillar and Allied vendor trainingmeetings.
Technical Degree in Business Administration, Engineering, Mechanical Repair, General Management, or related field combined with ten to fifteen years of relevant truck product support management experience. The experience should be coupled with a comprehensive knowledge of electrical and mechanical repair procedures and parts applications or an equivalent combination of training and experience acceptable to the Company.
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