Safely oversee, supervise and coordinate service personnel. Facilitate timely, efficient and quality repair solutions for customers. Utilize resources and communications to provide incomparable customer service.  

Duties and Responsibilities

• Oversee and maintain safe work for the employee and direct reports with an understanding of zero incidents and injuries. 
• Oversee the utilization of safety resources, programs and policies by direct reports.
• Provide exceptional customer service and support. 
• Understand and communicate customer’s expectations and needs. 
• Provide daily customer updates.
• Schedule and coordinate service and needed resources.
• Oversee workflow, throughput andassist with job finalization details. 
• Communicate expectations and standings with direct reports
• Perform coaching and disciplinary duties as needed. 
• Conduct annual reviews and subsequent coaching with direct reports. 
• Maintain quality standards and contamination control expectations. 
• Provide and oversee labor expectations and allotments. 
• Manage expenses and costs of employee and direct reports. 
• Develop and facilitate training and exposure opportunities for employee and direct reports. 
• Work with other departments to ensure successful results. 
• Performs all other duties as assigned. 

Qualifications

• High school diploma or equivalent. 
• Posses a positive, can-do attitude. 
• Leadership attributes and abilities that will be utilized to develop, lead, and mentor a safe, efficient team. 
• Critical thinking and innovative abilities. 
• Exceptional communication skills.
• Extensive background of Caterpillar equipment and Dealer Network.
• Understanding of timelines and customer urgency.
• Ability to address and correct issues, conflicts and challenges. 

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities  The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).