Product Support Operations Manager

Description

• Demonstrate alignment with the company's mission and core business values
• Collaborate with key internal/external resources
• Participate in ongoing self-development

Essential Functions

• Hires, develops, evaluates, and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS)
• Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Select, manage, develop, and evaluate service personnel to ensure high levels of top-quality workmanship and efficiency in a repair and service shop environment
• Communicate, implement, and monitor service department policies to ensure a high level of consistency
• Monitors and controls lime records, service reports, and shop maintenance activities
• Plans and assigns work, enforces policies and procedures, and recommends improvements in repair and service methods, equipment, operating procedures and working conditions
• Models and coaches to ensure that shop work and safety practices are performed in a safe and hazard free shop
• Responsible for the overall performance of the parts department
• Manages company expenses through warranty and damage recovery
• Analyzes and recommends stocking and inventory levels, procure crane parts orders utilizing bulk pricing discounts and on shipment dates for all vendor items
• Trains counter and shop sales personnel on technical aspects for crane parts crane attachments, and allied parts in order to provide exceptional customer service
• Complete all parts order pulling transactions for external and internal customers in an accurate, timely and supportive manner to ensure customer satisfaction
• Maintains delivery and field service fleet
• Maintains facilities to Cat Contamination Control
• 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

Knowledge, Skills, and Abilities

• Highly developed mechanical background with various size and type engines and electrical systems
• Extensive knowledge of construction equipment, aerial, and lifting equipment
• Knowledge of machines and tools, including their designs, uses, repair, and maintenance
• Extensive knowledge of, and experience with MSHA, OSHA & DOT, certification preferred
• Ability to perform basic mathematics and calculate percentages.
• Ability to read and understand parts catalogs, service manuals and schematics.
• Ability to write customer orders.
• Quality control analysis skills - Conducting tests and inspections of products, services, or processes to evaluate quality or performance
• Operation and control skills - Controlling operations of equipment or systems
• Advanced mechanical skills and understanding of schematics and diagrams
• Solid teamwork, communications, and interpersonal skills
• Judgment and decision-making skills lo consider relative costs and benefits of potential actions, and the ability to determine the appropriate course of action
• Great attention to detail and solid organizational skills
• Solid recordkeeping and document control to ensure compliance with company policy and procedures
• Ability to manage multiple priorities
• Ability to read and understand information and ideas presented in writing
• Ability to listen to and understand information and ideas presented through spoken words and sentences

Requirements

• High school/equivalent diploma or trade school diploma required
• Aerial lift and forklift certification required
• Five to eight years of work-related skill, knowledge, or experience preferred
• Minimum of five years' experience in a Dealership and three years in management preferred

• Responsibilities include, but are not limited to recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work; coaching and development; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Less than 10% travel per year with some overnight stays; 90% related to training
• Valid driver's license required

• Must be able to move objects, and use abdominal and lower back muscles to provide support over time without fatigue
• Frequently moves materials or equipment weighing up to 50 pounds
• Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina
• Ascend/descend with gradual or continuous progress by oneself, using both hands and feet and climb up and down ladders
• Be able to safely maneuver and work underneath equipment
• Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work

• Regularly works indoors around moving mechanical parts and may be exposed to weather extremes when working outside in conditions that include inclement weather, heal, cold, and humidity
• Noise level may be loud at limes
• Exposure to small quantities of chemicals, steam, high-pressure water, and high-speed rotating equipment
• Significant time spent in confined spaces and high places