EPG General Service Manager

Join the Carolina Cat Team

As a family-owned company under our fourth generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed.

Since 1926, we’ve supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that’s built to last.

We’re looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we’re committed to providing a work experience that helps our team grow to their full potential.

Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat.

Summary

The General Service Manager will ensure the team maintains the highest level of quality service to our customers while also ensuring efficient and profitable operations across the territory. This will include both the day-to-day operations, as well as serve as a strategic leader within the Power Systems team.

Essential Functions 

Service Responsibilities:

• Leadership: Guide supervisors, coordinators, and technicians in daily, weekly, and monthly operational rigor. Expand profitability through strategic initiatives, expense management, operational discipline, and process excellence. Manage and coach the team using standardized work, best practices, and KPIs to achieve service excellence.
• Work Order Management: Review service reports, purchase orders, expense vouchers, and work order job closing summaries for legibility, accuracy, and completeness before timely work order closing.
• Continuous Improvement: Serve as the leader of the service value stream using tools such as MDI, 6S, standard work, and root cause problem-solving to drive positive change
• Safety: Be a champion for safety and continue to mature our strong safety culture. Track JSA completion and compliance along with near miss reporting and resolution. Work with the team on all incident reports.
• Enhance Employee Engagement: Supervise, direct, motivate and provide leadership for all departmental staff. This includes performance evaluations, assessing skills and competencies, administering policy and procedures as it relates to the staff, coaching, mentoring and training. Incumbent assesses the required level of performance and assigns duties and compensation accordingly to ensure that the department functions efficiently and at capacity while maintaining employee satisfaction.
• Foster Cross-Functional Team Relationships: Serve as the liaison between the Service Department, Sales, Rental, Parts, and other departments on matters pertaining to operations and other business to support and exceed customer expectations. Work with Supervisors to establish job priorities and schedule daily job assignments.
• Exceed Customer Expectations: Research customer complaints and provide work justification material in order to maintain customer goodwill. Alert Director of Operations of unusual customer problems. Effect appropriate settlements or solutions.
• Other duties as assigned.

Supervisory Responsibilities

This job has supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• Four Year degree preferred, with degree in business management or engineering, with 4+ years management experience; OR two-year technical school graduate with 8+ years similar leadership experience
• 7+ years of experience as a mechanic, technician, foreman, parts counter person, dispatching/ scheduling or the equivalent in the parts, service or shop repair departments, preferably with Caterpillar equipment.
• Excellent mechanical aptitude and strong verbal communication, presentation, listening, written communication skills.
• Strong leadership skills, including creative thinking, decision-making, planning and goal setting.
• Strong management skills, including interviewing and change, conflict, performance and project management skills
• Strong interpersonal skills, including influence, negotiation, coaching and counseling.
• Strong customer servi