Job Description

Product Support Operations Manager

Department: Diversified Businesses (DIV)

Employment Type: Full Time

Location: San Antonio

The Product Support Operations Manager is responsible for ensuring the successful management of work performed in the service area. The incumbent is responsible for establishing production goals, supervising, training, and evaluating service employees to ensure that work is performed in support of company's department goals. The individual will monitor physical requirements for work completion (facilities, tools, environmental) and communicates same on an ongoing basis to the Product Support Manager. This position also contributes to the success of the parts and warranty departments.

The incumbent in this position is expected to model the following practices daily:

• 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

Education and Experience:

• 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

Supervisory Responsibilities:

• 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.

Travel:

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

Physical Requirements:

• 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

Work Environment:

• 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

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.