Marine Service Operations & PSSR Manager

Main Duties & Responsibilities

Primary Job Role

 

Provides leadership and direction for Marine Product Support Sales Representatives and Marine Service Operations personnel within the assigned territory. Directly manages departmental operations and exercises authority over hiring recommendations, performance management, employee development, disciplinary actions, workforce planning, and employee relations matters in accordance with company policies and applicable laws.

 

Develops and executes strategic business plans to strengthen customer relationships, expand market share, and grow parts and service revenue within assigned accounts, industries, and territories. Establishes sales objectives, evaluates performance against business goals, and implements corrective actions to achieve organizational objectives.

 

Directs the development and administration of annual operating and sales budgets for the territory's parts and service operations. Monitors financial performance, allocates resources, and exercises independent judgment to ensure profitability, operational efficiency, and achievement of company objectives.

 

Oversees the efficient utilization of facilities, equipment, inventory, and personnel resources to support business goals. Analyzes operational and financial data, including revenue, expenses, productivity metrics, and accounts receivable, and implements process improvements to enhance operational performance and profitability.

 

Serves as the primary liaison with Caterpillar representatives and key business partners, evaluating commercial initiatives and determining the most effective use of available programs, resources, and opportunities to support organizational growth and customer satisfaction.

 

Collaborates with executive leadership, including the Vice President of Service Operations & Product Support, to establish strategic objectives, evaluate business performance, and develop operational plans. Provides recommendations and exercises independent judgment regarding organizational priorities, resource allocation, and business initiatives.

 

Leads continuous improvement efforts within the territory by identifying operational challenges, evaluating alternative solutions, and implementing business strategies that enhance productivity, customer experience, employee performance, and overall financial results.

 

Ensures compliance with company policies, safety standards, manufacturer requirements, and applicable regulatory obligations while maintaining accountability for the overall performance and results of the assigned business function.

 

Performs other duties as assigned.

 

Essential Job Competencies

 

Safety: fully supports, encourages and follows safe work behavior, and considers safety of paramount importance in the workplace.

 

Job Specific Skills: Demonstrates the required depth and mastery of knowledge and skill associated with the job as identified in the Learning Management System (LMS) and other applicable sources. Demonstrates the effective application of the job specific knowledge, skills and ability required to resolve job related challenges in the workplace. Refer to job specific training requirements for the job identified in the LMS.

 

Communication: Uses active listening skills, conveying information with the appropriate medium that is clear and easily understood. Uses feedback to verify effective and accurate communication has occurred. Ensures that others having a need to know are kept informed about developments, progress, problems and plans through consistent, effective communication. Avoids surprises.

 

Results Oriented: Has a strong sense of urgency and commitment to achieve desired results in the face of obstacles and frustrations. Remains focused, does not get bogged down in unnecessary detail. Identifies and utilizes the most efficient methods to successfully achieve tasks on time despite unforeseen events. Driven, maintains a sense of urgency and adjusts schedules as needed to achieve without sacrificing quality of work.

 

Takes Initiative: Takes appropriate action to resolve issues without requiring direction. Seeks out others involved in a situation to learn their perspectives. Makes difficult decisions in a timely manner. Is willing to make decisions in difficult or ambiguous situations, when time is critical. Assertive in a group when it is necessary to facilitate change, overcome an impasse, face issues, or ensure that decisions are made.

 

Strategic: Understands relevant industry and market trends. Develops and proposes a long-term strategy based on an analysis of the industry, marketplace and current and potential capabilities as compared to competitors. Anticipates potential problems and develops appropriate contingency plans. Conducts independent analysis in the creative search for new ideas or solutions.

 

Political Astuteness: Understands how their roles, products, and services relate to and impact those of other work units. Properly identifies the real decision makers and the individuals who can influence them. Builds relationships with key players to gain support and get things done within ethical parameters. Uses knowledge of the organization and political climate to solve problems and accomplish goals.

 

Coaching and Mentoring: Inspires and empowers team members to excel, providing timely productive feedback and guidance to stretch beyond their comfort levels to achieve specific, measurable and challenging goals. Builds productive relationships with team members, conveying confidence and expressing genuine appreciation for team member contributions. Explains to team members the importance of the work they do.

Qualifications

 

Education and Experience

 

Formal Education: High School diploma or GED

 

Experience: 5-6 Years

 

Required / Credentials

 

Able to easily and effectively comprehend written material and communicate orally and in writing with employees and customers in the English language.

 

5 years of experience in Service Operations & Sales (within the industry preferred).

Computer skills required are - Lotus Notes, Word and Excel.

 

Must possess a valid Florida driver's license and be able to cover the assigned territory by motor vehicle.

 

Not Required but Highly Desired Criteria

 

Ability to read and analyze a Financial Statement

 

Advanced level in the use of a computer, Microsoft Office products, Dealer Business System and other relevant Dealer software programs

 

Updating of Knowledge

 

Job requirements change requiring re-training to stay current every 1-2 years

 

Responsibility for Change, Innovation, Overall Improvement, and/or Effectiveness

 

Problem Solving: Job requires complex problem-solving ability with little guidance. Independent research and analysis are sometimes required to develop solutions.

 

Creativity: Job requires extensive creativity and a constant need to find new and improved solutions to be effective.

 

Autonomy: Job is not normally monitored, but overall objectives are clearly defined. Use of discretion in how the work is done, setting priorities and decision making is encouraged. More emphasis is placed on achieving the desired outcome, not on controlling the process.

 

Working Environment

 

Stress Load: Occasional exposure to these stresses (less than 20% of the time).

 

Workload Fluctuation: Job frequently involves changes in priorities, complexity and/or quantity of work.

 

Work Schedule: Work is typically performed during normal business hours with occasional requirements to work nights, holidays or weekends.

 

Organizational Impact

 

A person’s performance in this job has considerable immediate impact on expense, efficiencies or achievement of overall department objectives

 

Supervisory Responsibility

 

Job involves leadership within a department / area, responsible for one or more subordinate Supervisors or Managers.

 

Physical Demands

 

"NA": Not Applicable

"O": Occasionally - (up to 3 hours/day)

"F": Frequently - (3-6 hours/day)

"C": Constantly - (6-8 hours/day)

 

N/A: Climbing

N/A: Balancing

N/A: Stooping

N/A: Kneeling

N/A: Crouching

N/A: Crawling

O: Reaching

F: Standing

F: Sitting

F: Walking

O: Feeling

O Fingering

N/A: Grasping

N/A: Repetitive Motion

F: Talking

F: Hearing

O: Pushing - Up to 25 lbs.

O: Pulling - Up to 25 lbs.

O: Lifting - Up to 25 lbs.

N/A: Pushing - 26-50 lbs

N/A: Pulling - 26-50 lbs.

N/A: Lifting - 26-50 lbs.

N/A: Pushing - Over 50 lbs.

N/A: Pulling - Over 50 lbs.

N/A: Lifting - Over 50 lbs.

 

 

Environmental Conditions

 

"NA": Not Applicable

"O": Occasionally - (up to 3 hours/day)

"F": Frequently - (3-6 hours/day)

"C": Constantly - (6-8 hours/day)

 

C: Inside conditions: Protection from weather but not necessarily from temperature change. O: Outside environmental conditions: No effective protection from weather. N/A: Extreme cold: Temperatures below 32 degrees for periods of more than one hour. N/A: Extreme heat: Temperatures above 100 degrees for periods of more than one hour. N/A: Noise: sufficient noise to cause the worker to shout to be heard above the ambient noise level N/A: Vibration: Exposure to oscillating movements of the extremities of whole body. N/A: Hazards: Includes a variety of physical conditions (i.e. proximity to moving mechanical parts, electrical current, working in high places, exposure to heat and/or chemicals. N/A: Atmospheric conditions: One or more of the following conditions that affect the respiratory system or the skin: Fumes, odors, dust, mists, gases or poor ventilation. N/A: Oils: There is air and/or skin exposure to oils and other cutting fluids. N/A: Air particulates / contaminants: the worker is required to wear respirator.