PRIMARY FUNCTION:

Oversee the Technical Services Operations of the Construction Division including W arranty, WIP room, SIS/ET systems, Cat media, DPC licensing and subscriptions, technical com munications, technical and operator training, Oil Analysis Lab, machine demo, delivery, revisits, and Cat used inspections .

ESSENTIAL DUTIES:

• Oversee the Construction warranty claims s ection for Cat and OEM up to 700 claims per month, whereby the highest ratio of dollars received vs. repair dollars is realized, while adhering to guidelines and time constraints imposed by respective manufacturers . Controls Goodwill administration and reviews monthly with sales and service management.
• Oversees all Construction WIP Room activities relating t o service call administration up to 5, 000 a month while maintaining standardized processes to open, adjust, and close while minimizing corporate financial exposure in process.
• Calculate and submit annual warranty, customer, and contract labor rates for Cat and other OEM.
• Prepare and submit quarterly Dealer Excellence reports for Cat, and daily and monthly dealer reports for tech and branch efficiency, aging and open / close WIP, and corporate financial reporting.
• P rovides technical guidanc e on service problems and acts as liai son between the dealership and OEM. keeps a current Dealer Knowledge Network and resolves technical problems for all areas of the Construction Division. Maintains the PPM list and current problems in the CPI / DSN system . Manages and reports Product Improvement Program to exceed Cat standards.
• Through the Training Instructor s, provides yearly training plans and courses to accommodate Construction Division service management, and customer training needs . Provides new product introduction, and training to familiarize personnel with all new products and major product changes. Create and update Technician Career Guides for different groups and career paths.
• Provide machine operator training for construction customers with Certified Dealer Instructors and Operators to enhance the customer knowledge and proficiencies of equipment. Perform machine demonstrations, deliveries, and revisits for customers.
• Manage all SIS/ET, Cat m edia, Dealer Performance Center, external technician t raining, and Software Enabled Attachment licensing and invoicing for dealer and c ustomers.
• Oversee s the Fluid Analysis Laboratory operations and monitors personne l, profitability and production measures . Ensures current Cat dealership partnership s and solicits more business wit h other Cat dealerships using and maintaining our ISO9001 quality process and support services.
• Contamination Control - monitor program, assist with recommendations, perform branch audits, and schedule annual audits with district SOR .
• C ompiles costs for Total Maintenance and Repair quotes, Total Cost Bids, CCR, CPT, and the Job Pricing Manual . Maintains profitability on each respective program.
• Develops standard jobs, and service repair options as required to enhance service and parts sales.
• Dealer Point of Contact for managing Field Follow programs with Cat and other manufactures .
• Mana ge all Cat Simulator sales and r entals for government, school, and customer needs.
• Support and partner with Think Big and other local schools through Advisory Board, scholarship, and equipment donations to promote and enhance Technician recruiting and development.
• Company liaison for Caterpi llar Flagship program and Dealer Training Advisory Group.

MINIMUM REQUIREMENTS:

Education:

A n Associate Degree, preferably in diesel tec hnology or business management, or a four- year degree in business management or related field .

Work Experience:

Must have six years of related experience and four years of managerial experience preferably with a heavy equipment dealer or a similar industry.

Other:

Ability to clearly communicate, both orally and in writing, to mutually resolve customer service issue .

Ability to set for long periods using a PC and telephone.

Ability to periodically travel with occasional overnight trips.

Must have intermediate MS Outlook, Word and Excel skills.

Needs a valid state driver's license and a dependable vehicle to periodically use for work.

This job description is not intended to be all-inclusive . Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.