Regional Technical Service Manager-PSD

Job Summary: HOLT CAT is looking for a PSD Regional Technical Services Manager. This position is responsible for analyzing and communicating technical product issues and product improvements to both internal and external customers throughout the territory. The incumbent in this position is expected to model the following practices on a daily basis: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development. Incumbent must have strong technical aptitude and understanding of construction equipment, CAT engines, technology and components, hardware, machines and their operations, CAT attachments/implements, machine specifications and operation limits, and CAT Warranty terms.

The incumbent in this position is expected to model the following practices on a daily basis: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

Essential Functions:

• 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.
• Hires, develops, evaluates, and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS).
• Assists all departments at all locations, as requested, with technical problems and solutions to minimize company's expense.
• Evaluates and analyzes product problems in support of parts, service, and sales business objectives.
• Advises and reports all pertinent technical data to key departmental management to ensure satisfaction of our product to our customers.
• Manages PIP/PSP administration and completion rates.
• Manages product health issues and make recommendations to resolve issues.
• Directs and oversees the region's Technical Communicators workloads and responsibilities.
• Learns and maintains an understanding of the various industries in order to evaluate potential service opportunities for the team.
• Acts as a liaison between company, Caterpillar, and our manufactures to ensure that technical service operations meet ongoing operational requirements.
• Manages the operating statements for assigned store(s).
• Develops team members' technical and leadership competencies using the Leadership Alignment Map.
• Conducts branch store visits to ensure the Tech Service team is in alignment with Service Operations.
• Models, reinforces, and monitors safe work practices to ensure that work environment hazards and lost time accidents are reduced and/or eliminated.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities:

• Strong technical aptitude and understanding of construction equipment, CAT engines, technology and components, hardware, machines and their operations, CAT attachments/implements, machine specifications and operation limits, CAT Warranty terms.
• Computer and software knowledge, including Microsoft Office products.
• Knowledge of HOLT CAT service operations systems included but not limited to: Diagnostic Programs (CAT ET and SIS2.0 STW), and Dealer Business System (DBS), Remote Services, PSCRM (DSN-Dealer Service Network), SIMSi Service Information Management System.
• Critical thinking skills to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Judgment and decision making skills to consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Excellent verbal, written, communication and presentation skills.
• Interpersonal skills sufficient to engage with customers, vendors, own staff, and corporate executives to exchange information, influence and persuade.
• Ability to understand technical manuals, software specifications, hardware principals of operations, and systems software operations.
• Ability to operate under pressure in a very fluid environment with demanding expectations.
• Ability to solve practical problems and offer innovative solutions to unique problems.
• Ability to independently translate business requirements into technical design specifications.
• Ability to work on multiple projects and deal effectively with employees and management.
• Ability to think logically for interpreting and analyzing problems assigned or encountered.
• Ability to identify complex problems and to review related information to develop and evaluate options and implement solutions.
• Organizational ability and confident to work independently.
• Ability to positively motivate, manage, and develop employees.
• Consulting and influencing abilities.

Education and Experience:

• Bachelor's degree in Mechanical Engineering or related field preferred.
• Minimum five years' of related experience required. Eight or more years' preferred.

Supervisory Responsibilities:

• This position directs, oversees, and manages the Technical Service Supervisor(s), and Technical Communicator(s). Responsibilities include, but are not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; coaching and development; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Travel:

• Travel up to 20%, and overnight travel may be required up to, but not limited to twice per month.
• Valid driver's license.

Physical Requirements:

• This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.
• This role frequently communicates with others, must be able to exchange accurate information in these situations.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• 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 30 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 ladder.
• Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work.
• Safety training required; PPE required.

Work Environment:

• This job is generally performed in a professional office environment.
• Occasionally works outdoors and may be exposed to weather extremes conditions that include inclement weather, heat, cold, and humidity.
• Noise level may be loud at times.
• Exposure to small quantities of chemicals, steam, high-pressure water, and high speed rotating equipment.
• On occasion time spent in confined spaces and high places.
• Frequently works at fast pace with unscheduled interruptions.

Disclaimer: Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.

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