Truck Service Foreman, Truck

Western State’s culture is based on passion for our Vision and VALUES. We are fiercely committed to SAFETY and sending every employee safely home every day. We strive for EXCELLENCE in all we do and are proud to be a “play to win” organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization.

Responsibilities

• Actively cares, promotes, manages, and advocates safety at Western States, ensuring all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures, and standards.
• Maintains clean and clutter-free personal work areas to ensure safe environments for all employees.
• Supervises employees, including performing annual performance reviews, overseeing development plans, recommending compensation increases, and administering discipline.
• Manages expenses, including shop assets such as supplies, small tools, and environmental needs.
• Meets annual profitability target of 22% PAD (Profit After Direct expense) for the team and store.
• Communicates engine repair status, verbally and in writing, to the Truck Service Advisor.
• Uses the Service scheduling tool to monitor and maintain all aspects of the repair process for assigned team members.
• Monitors work in progress to ensure promise date adherence and informs the Truck Service Advisor of any changes.
• Adheres to 100% promise date delivery of repairs.
• Works with the Truck Service Advisor to meet final repair performance versus quoted amounts, aiming for on or under quote.
• Coordinates the usage, rental, or purchase of special tooling needed for repairs.
• Collaborates with Truck Technicians to provide the Truck Service Advisor with up-sell opportunities.
• Assigns work to meet customer commitments and repair needs.
• Approves and adjusts employees’ work time on service calls as needed.
• Oversees pre- and post-inspections of machines and quality control measures throughout the repair process.
• Works directly with technicians to ensure quality control measures are effectively deployed, aiming for “No re-work will ever touch our customers.”
• Bills out 50% of time to revenue-generating jobs.
• Troubleshoots various machines at an expert level, including diagnosing problems, performing failure analysis, and determining repair causes.
• Uses service manuals, SIS, and parts books to address technical issues, look up parts, and set up work orders.
• Works safely at all times, adhering to all applicable safety policies and standards.
• Collaborates with centralized functions on warranty, goodwill, policy, technical communications, and other relevant items for timely repair completion.
• Works with the Service Advisor to meet break-even goals for goodwill and warranty decisions.
• Adheres to all customer care standards and actively advocates for safety.
• Performs other duties as assigned.

Requirements

• Proof of high school diploma or General Education Degree (GED).
• Associate’s Degree from an accredited vocational school preferred.
• Five years minimum experience working on truck systems; Caterpillar environment with hydraulic, engine, and powertrain experience preferred.
• One year prior management experience with customer service and P&L responsibility.
• Valid driver’s license and acceptable driving record.
• Must be able to communicate (speak, read, comprehend, write) in English.

Skills

• Expert-level ability to troubleshoot, diagnose, and repair all CAT engine and truck systems.
• Ability to lead and direct others, determining work priorities and assigning tasks.
• Proven organizational and customer service skills, both over the phone and in person.
• Knowledge and use of Microsoft computer products or comparable systems.
• Proven conflict resolution skills and strong written/verbal communication abilities.
• Ability to set and manage priorities, work independently, and maintain consistent attendance.

Physical Characteristics

• Must be able to sit for long periods, as well as walk, stand, climb stairs, reach, push, pull, lean, and twist.
• Must be able to lift 50 pounds.
• Must meet all safety requirements for applicable safety policies.