Director, CAT Support

Department: Machine Division (MAC) • Full Time • Irving • Reports to: Nathan Lowe

About the role

The Director, CAT Support ensures the successful oversight of functions performed in the CAT Support area. This individual is accountable for achieving CAT Support operational goals (revenue, profitability, expense control, safety compliance), managing and developing human resources, and collaborating with internal service managers, company resources, and external customers to align work with the company’s vision, mission, and values. The incumbent models alignment with the company’s mission, core business values, and participates in ongoing self-development.

Responsibilities

• Models, promotes, reinforces, and rewards consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with the company’s Vision, Values, and Mission.
• Hires, develops, evaluates, and influences effective and consistent productivity and teamwork to deliver Legendary Customer Service (LCS).
• Leads, motivates, and develops CAT Support operations; manages employee and customer conflict while fostering a customer-centric approach.
• Plans, monitors, and controls CAT Support service activities in accordance with organizational goals and business unit forecasts.
• Ensures capital and budgetary resources achieve targeted productivity and profit goals for CAT Support functions.
• Coordinates and communicates CAT Support activities with key service and sales department personnel to ensure internal and external customer satisfaction.
• Utilizes customer feedback to create additional value offerings within the department to ensure market competitiveness.
• Develops and communicates service pricing policies and practices throughout the region to ensure consistency.
• Monitors product support maintenance agreement policies and practices to ensure consistency throughout the division.
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent required; Bachelor’s Degree in a related field preferred.
• Five (5) years operational leadership experience required; 10 years preferred.

Skills

• Strong technical aptitude and understanding of welding, machining, and undercarriage industry.
• Knowledge of economic and accounting principles and practices, financial markets, banking, and financial data analysis and reporting.
• Excellent oral and written communication skills.
• Interpersonal skills sufficient to engage with vendors, staff, and corporate executives to exchange information, influence, and persuade.
• Proficient problem-solving, planning, organization, time management, and analytical skills.
• Exceptional organizational, time management, and multitasking abilities.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Ability to work with all levels of personnel within the organization and CAT Support Operations.
• Ability to understand the implications of new information for current and future problem-solving and decision-making.
• Ability to perform mathematical computations (percentages, fractions, addition, subtraction, multiplication, division) quickly and accurately.
• Ability to work independently and within a team in a fast-paced, high-volume environment with emphasis on accuracy and timeliness.
• Ability to read, analyze, and interpret professional journals, technical procedures, or governmental regulations.
• Ability to listen to and understand information and ideas presented through spoken words and sentences.

Supervisory Responsibilities

• Interviewing, hiring, and training employees.
• Planning, assigning, and directing work.
• Coaching and development; appraising performance.
• Rewarding and disciplining employees; addressing complaints and resolving problems.

Travel

Up to 25% travel required, including overnight stays.

Physical Requirements

• Extended periods in a stationary position; occasional movement inside the office to access office machinery, file cabinets, etc.
• Frequent communication with others; must be able to exchange accurate information.
• Routine use of standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• Safety training required; PPE required outside of office/parking lot area.

Work Environment

• Generally performed in a professional office environment.
• Occasional outdoor work with exposure to weather extremes (heat, cold, humidity, inclement weather).
• Noise level may be loud at times.
• Exposure to small quantities of chemicals, steam, high-pressure water, and high-speed rotating equipment.
• Rarely, time spent in confined spaces and high places.
• Frequent fast-paced work with unscheduled interruptions.