The Field Service Manager is responsible for the efficient and profitable operation of the field service department; advising and making recommendations to the Branch/Service Manager with respect to the best interests of the company wherever field service department activities are involved in a manner that reflects the company's vision of working as "One Professional Team."
Pay Rate: $80,596.14-$120,488.35 annually.Pay is based upon education and experience. Essential Functions:Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Oversees all the administrative needs and maintains the paper flow, including all invoicing, customer feedback, and calling for P.O. numbers.
- Ensures all warranty invoicing, to internal and external customers, is completed
- Supplies all documents and reports needed to the Service or Branch Manager
- Develops and manages yearly budget for the Field Service operation
- Maintains and supplies all truck administrative paperwork, safety requirements and DOT records as necessary to keep the fleet trouble free
- Works closely with the Branch/Service manager in policy matters as it pertains to the field service operations
- Consults with the Branch/Service manager in reaching an agreement on annual departmental objectives and carries out programs in order to reach the set objectives
- Collaborates with the WTI Service Training Manager to schedule field technicians into respective schools and classes available to ensure technicians have current and necessary skills
- Provides any safety equipment and training to all field service technicians as needed
- Works with customers to resolve concerns about service work
- Provides easy to read and accurate quotes to internal and external customers and PSR'S in order to sell hours in the field service department
- Recommends the most cost effective repair procedure and guideline to all customers and PSR's
- Applies working knowledge of Caterpillar systems to include basic mechanical and elect, and hydraulic systems
- Plans any long-term and short-term truck equipment and tooling purchases and makes recommendations to the Branch/Service manager
- Handles and executes warranty in the best interest of the company and works with the warranty specialist regarding any special warranty situations
- Makes long and short range plans on equipment and facilities requirements and makes recommendations to the Branch/Service Manager
- Maintains and executes good housekeeping and safety in the work area for the best possible image of the company and safety of the employees
Physical Demands & Competencies:- Standing, walking, talking, sitting, use of hands & hearing
- Data Entry, telephone, reading/writing, reasoning, organizational, communication & math skills
- Safety & Product Knowledge
- Ability to ascend/descend ladders, stairs, etc.
- Medium work that includes lifting and/or moving objects up to 32 pounds or more
- Basic knowledge of Microsoft PowerPoint and Access
- Intermediate knowledge of Microsoft Outlook and Excel
- Intermediate knowledge of Wynne and ET/SIS/SIS Web/STW
- Advanced knowledge of DBS
Required Education and Experience:- High School Diploma or GED
- Some college or trade school preferred
- 5+ years experience servicing heavy equipment
- 3+ years administrative/clerical
- 5+ years customer service experience
- 3+ years sales experience
- 3+ years supervisory/management experience
Supervisory Responsibilities:- Oversees some or all of: Field Service Dispatchers, Journey Technicians, Resident Field Service Technicians, Service Clerk, Field Service Clerk, PIP/PSP Technicians, and Service Writers
- Hires, trains, and directs the work of all field service personnel to efficiently perform at the highest level possible
- Conducts performance reviews for all Field Service technicians and administrative employees
- Encourages the adherence to the company Principles in Practice and Core Values, and other company policies and guidelines
Work Environment:- Noise: Moderate
- Indoors and Outdoors
Travel Requirements: Other Duties:Job Offers are contingent upon all required pre-employment screenings which may include but are not limited to background checks, drug/alcohol testing, fit for duty testing, and any other job-related tests/screenings.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.
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