Service Manager, Power Systems

ABOUT WESTERN STATES

Since 1956, Western States Equipment Company has been a leading employer across Idaho, Oregon, Washington, Montana, and Wyoming. We are driven by our mission of solving our customers' toughest challenges, guided by our core values of Safety, Excellence, Teamwork, Integrity, Accountability, and Innovation.

By joining Western States, you commit to upholding these values while contributing to our purpose of building our communities for a better tomorrow. Safety and our Customer Care Commitment remain foundational to our mission and the standard by which we measure our success.

Safety

• Actively cares, promotes, manages, and advocates for safety at Western States.  As a team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards.
• Embraces our caring culture where we each care to adhere with applicable safety policies, PPE expectations and stop work authority.

Customer Care Commitments

• Convey Warmth and Empathy - Acknowledge customers and greet everyone with an authentic smile.
• Actively Listen - Give your full attention, make eye contact, avoid interrupting, and ask clarifying questions.
• Build Trust - Take ownership, act with urgency, and follow through on commitments.
• Say Thank you - Express genuine appreciation for effort, feedback, and collaboration.

ESSENTIAL FUNCTIONS:

• Supervises employees. Performs annual performance review and determines compensation increases. Administers discipline; authority to hire and terminate employees.
• Manages store financial goals & budget. Updates and revises budget yearly in accordance with company guidelines. Manages expenses.
• Communicates Service goals, provides resources and direction, and ensures goals are met.
• Coaches and advises Customer Service Representatives (CSRs), Team Supervisors, and Field Service Supervisors, where applicable and as needed, to ensure positive employee and customer relations including the execution of Technician Development Plans, employee appraisals, customer care consistent with brand promise, adherence to the work order process, repair quality control and financial performance expectations.
• Works with the Corporate Safety Director and employees to provide a safe and productive work environment.
• Maintains a high level of customer relations and responds to customer inquiries and resolves customer complaints in conjunction with the CSRs.
• Grows Western's position in the markets it serves. Evaluates customers' expectations and demands and analyzes Western's ability to meet those expectations and demands. Works with employees' to ensure customer needs are being met.
• Confirms business is being conducted in alignment with our core values
• Ensures warranty, service policy, and goodwill is addressed and processed within company guidelines.
• Monitors customer surveys. Resolves any outstanding issues.
• Evaluates tool needs and ensures purchases are completed correctly according to Western State's guidelines.
• Resolves employee and work group problems.
• Analyzes financial statements and initiates changes where problems are located monthly.
• Works with PSSR's and Team Supervisors to manage work in progress and ensures timely closing of work orders.
• Maintains good working relationships with staff and other departments.
• Use Microsoft Suites (Excel, Word, AX, D356), SIS, Vision Link, and any other applicable system to perform daily job duties.
• Promotes and manages all customer care standards.
• Actively cares and advocates safety at Western States. Adheres to all applicable safety policies, procedures and standards.
• May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives.
• Works within and promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Knowledge and use of Microsoft computer products or other comparable systems required.
• Knowledge or ability to learn AX, D365 Cat Interact.
• Proven conflict resolution skills.
• Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
• Ability to set and manage priorities.
• Must be a self-starter and able to work without supervision.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• Associates Degree from an accredited vocational school preferred.
• Five years experience in Power and Energy/Power Generation/Power Systems required. Caterpillar experience preferred.
• Three years of supervisory experience required.
• Valid driver's license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

• Ability to stand for long periods of time along with walking, sitting, repetitive climbing stairs, reaching (including but not limited to above-shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.
• Ability to lift up to 60 lbs.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.

This role is designated as safety-sensitive.