Service Center Manager

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining a global team who cares not just about the work we do but also about each other. We are the makers problem solvers and future world builders who are creating stronger more sustainable communities. We dontjust talk about progress and innovation here we make it happen with our customers where we work and live. Together we are building a better world so we can all enjoy living in it.

About SPM Oil & Gas

SPM Oil & Gas a Caterpillar company provides superior products and service solutions to make our customers more efficient and lower total cost of we deliver engineered oilfield and drilling equipment repair and certification mechanical and rotating equipment repairs and upgrades rapid prototyping of spare parts robust asset management operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry.

We are currently seeking a Service Center Manager in Fort Worth Texas. The Service Center Manager directs all activities and staff for shop service programs for product installation trouble-shooting maintenance repair and customization.

What You Will Do:

• Creates and manages shop service infrastructure; establishes and maintains the training readiness of the organization.
• Directs motivates and develops the team. Supports the culture and values of the organization.
• Facilitates smooth workflow; ensures high standards and quality of technical work.
• Drives the development of work plans budgets schedules and evaluation criteria for shop service activities projects and personnel.
• Designs and prices services to meet demand and both timing and financial targets; negotiates customized technical support agreements.

What You Have:

• Ability to operate a company owned vehicle.
• Have a clean driving record which generally means:
  • No more than (2) moving violations within the last 12 months.
  • No more than three (3) moving violations in the past three (3) years.

What You Have Skills Knowledge & Experiences:

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Working Knowledge:

• Communicates the importance of customer needs/expectations and commits to resolving them.
• Researches and verifies customer needs and expectations.
• Solicits customer satisfaction feedback and acts on improvement opportunities.
• Helps link organizational objectives to customer needs and expectations.
• Meets regularly with customers to understand their wants needs and expectations.
  

Data Gathering & Analysis: Knowledge of data gathering and analysis tools techniques and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion goal or judgment.
Level Working Knowledge:

• Follows proper data gathering and analysis processes and policies.
• Reports problems that arise in the data collection process.
• Participates in gathering and analyzing an organizations data based on requirements.
• Documents data from various sources and in various formats.
• Utilizes basic data collection and evaluation tools and techniques.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Working Knowledge:

• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.
• Provides direct service to internal or external customers.
• Documents customer complaints in a timely manner.

Consulting: Knowledge of techniques roles and responsibilities in providing technical or business guidance to clients both internal and external; ability to apply consulting knowledge appropriately.
Level Working Knowledge:

• Explains the requirements deliverables costs and criticalities of the assignment.
• Participates in developing consulting opportunities or assignments.
• Uses formal and informal means to keep client informed on progress and issues.
• Carries out the agreed-upon consulting assignment in a professional manner.
• Documents clients objectives and project scope.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Level Extensive Experience:

• Differentiates assumptions perspectives and historical frameworks.
• Evaluates past decisions for insights to improve decision-making process.
• Assesses and validates decision options and points and predicts their potential impact.
• Advises others in analyzing and synthesizing relevant data and assessing alternatives.
• Uses effective decision-making approaches such as consultative command or consensus.
• Ensures that assumptions and received wisdom are objectively analyzed in decisions.

Effective Communications: Understanding of effective communication concepts tools and techniques; ability to effectively transmit receive and accurately interpret ideas information and needs through the application of appropriate communication behaviors.
Level Working Knowledge:

• Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.

Problem Solving: Knowledge of approaches tools techniques for recognizing anticipating and resolving organizational operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Extensive Experience:

• Ensures capture of lessons to be learned from a problem-solving effort.
• Organizes potential problem solvers and leads problem resolution efforts.
• Uses varying problem-solving approaches and techniques as appropriate.
• Contributes to standard practices for problem-solving approaches tools and processes.
• Analyzes and synthesizes information and devises alternative resolution strategies.
• Develops successful resolutions to critical or wide-impact problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients vendors and peers.
Level Working Knowledge:

• Provides prompt and effective responses to client requests and interactions.
• Monitors client satisfaction levels on a regular basis.
• Alerts own team to problems in client satisfaction.
• Differentiates the roles and responsibilities in a business relationship.
• Works with clients to address critical issues and resolve major problems.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities duties and effort required of employees assigned to this job. At the discretion of management this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of essential job functions as that term is defined by the Americans with Disabilities Act.

About Caterpillar

Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment off-highway diesel and natural gas engines industrial gas turbines and diesel-electric locomotives. For nearly 100 years we have been helping customers build a better more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility terms and guidelines. This is a summary list of benefits.

• Medical dental and vision benefits*

• Paid time off plan (Vacation Holidays Volunteer etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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