Western States Equipment Company Power Systems Service Manager in Meridian, Idaho
JOB SUMMARY: The Power Systems Service Manager will have responsibility for overseeing assigned branch(es) which includes the growth and development of assigned employees in accordance with Western States’ core values and the delivery of brand promise to customers. The Power Systems Service Manager will ensure the continued growth of the customer base and financial performance through the alignment of systems, people and process. Consistent with Western States’ Leadership Academy Teachings, this position will provide local, branch-level leadership. The Power Systems Service Manager works with support functions to ensure the timeliness of pricing, goodwill, warranty and technical communication. Also works with the Parts Department as needed to ensure a quality customer experience. The Engine Service Manager will have responsibility for shop supplies, tooling, cost control measures and building maintenance related to shop areas and any other applicable miscellaneous items associated with the local service area. This position spends the necessary time working with customers throughout the assigned branch(es).
Supervises employees. Performs annual performance review and determines compensation increases. Administers discipline; authority to hire and terminate employees.
Manages annual budget. Updates and revises budget yearly in accordance with company guidelines. Manages expenses.
Oversees assigned branch(es). Communicates goals, provides resources and direction, and ensures goals are met. Resolves employee, work group, and customer issues. Visits assigned branches to maintain employee and customer relationships.
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.
Uses Sales Link for customer information for updates, call reporting and lead generation.
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 core values
Ensures warranty, service policy, and goodwill is addressed and processed within company guidelines.
Monitors customer surveys. Resolves any outstanding issues.
Facilitates the contract process by ensuring proper contract approval processes are followed and manages contract to ensure all requirements are met.
Evaluates tool needs and ensures purchases are completed correctly according to Western State’s guidelines.
Analyzes financial statements and initiates changes where problems are located monthly.
Works with CSRs and Team Supervisors to manage work in progress and ensures timely closing of work orders.
Maintains good working relationships with staff and other departments.
Uses DBS, INFOCAST, SIS, KPIs, SalesLink 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 promotes 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 DBS, Infocast, and Sales Link.
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.
Ability to travel away from home an estimated 25-30% of time.
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 the electric power generation or industrial engine industry. 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).
Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
Able to lift up to 50 lbs in accordance with Western States’ Lifting Safe Work Practice to include amount and approach.
Must be able to meet all safety requirements for applicable safety policies.
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.
Requisition Number: 18-0137
Post Date: 4/5/2018
Title: Power Systems Service Manager