Regional Service Mgr

Direct, manage, and coordinate customer service activities across multiple establishments to install, service, maintain, and repair equipment sold, leased, or rented—either personally or through subordinate supervisors.

Responsibilities

• Maintain total responsibility for achievement of region goals and objectives.
• Evaluate, coach, motivate, and direct the region teams’ performance.
• Provide leadership and supervision to the workforce to achieve and maintain a high level of customer satisfaction.
• Interface with CAT Service Operations Representatives to exchange best-practice information.
• Work with other departments to enhance cooperation and effective cross-department processes.
• Coach and mentor Service Managers at multiple sites.
• Develop consistent policies and procedures for all service operations.
• Facilitate service operation reviews and make process-change recommendations to operating areas.
• Provide process and system support for the development and implementation of a comprehensive equipment management program.
• Analyze and resolve work problems, or assist employees in solving work problems.
• Interpret company policies to employees and enforce safety regulations.
• Set the standard for quality assurance, ensure repairs and preventative maintenance are completed in a timely manner, and ensure all employees are properly trained.
• Supervise a team of Service Managers and related employees.

Requirements

• Four to ten years of related experience and/or training (or equivalent combination of education and experience).
• Five years’ experience with Caterpillar product lines.
• Strong ability to communicate, influence, and build consensus across department lines.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.
• Ability to write reports, business correspondence, and procedures.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Basic math and reasoning skills.
• Ability to manage emotions during elevated circumstances with customers or employees.

Physical Demands & Work Environment

• While performing the duties of this job, the employee is required to stand, walk, and talk or hear.
• Occasionally required to sit, use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; taste or smell.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Noise level in the work environment is usually moderate.
• Required travel up to 10%.
• This position is considered safety-sensitive.

Benefits

• Comprehensive benefits package including health, dental, vision, and life insurance.