Technical Services Manager

Closing Date: September 8, 2010

Company:	Gregory Poole Equipment Company Raleigh, NC
Job Location:	Raleigh, NC (Wake County)
Employment Type:	Full Time
Department:	Raleigh
Salary Range:	DOE

Description:

PRIMARY FUNCTION:
Manages the Construction Division warranty claims group, service control function, for the Raleigh Service Department, technical communications, technical training, oil analysis lab,
machine delivery, revising, TA, and PM inspections and tracking. Responsible for the future development of and update to the Job Pricing Manual, Service Repair Options, Equipment Management Programs and Pre-delivery Procedures. Maintains profitable “flat rate” service programs.

ESSENTIAL DUTIES:
Manages the Warranty Claims Section CAT and OEM, whereby the highest ratio of dollars received vs. repair dollars is realized, while adhering to guidelines and time constraints imposed by respective manufacturers.

Prepares monthly summary reports for management and identify root causes for short pays.

Directs all activities relating to work order administration, including payroll, purchase orders, and reports. Coordinates all use of Cat Service Management Control System.

Provides technical guidance on service problems and acts as liaison between the dealership and OEM. Assist with Goodwill administration and equitably. Keeps a current technical library and resolves technical problems for all areas of the Construction Division. Maintains the “TOP 10” product list and current problems in the CPI/DSN system.

Through the Training Instructors, provides yearly training plans and courses to accommodate Construction Division service management, and customer training needs. Provides new product introduction, and training to familiarize personnel with all new products and major product changes.

Leads the Equipment Management programs to help customers’ lower machine operating cost through the use of Product Link, Vision Link, and Equipment Manager with before failure options. Develop and assist with marketing technology and software sales.

Oversees the Fluid Analysis Laboratory operations and monitors personnel, profitability and productions measures. Insures current CAT dealership partnerships and solicits more business with other CAT dealerships using our quality laboratory samples process and support services.

Emissions Solutions – Develop solutions and assist with pricing, and technical information, for emission solutions and upgrades

Contamination Control - monitor program, assist with recommendations, perform branch audits, and schedule annual audits with district SOR.

Compiles costs for Total Maintenance and Repair quotes, Total Cost Bids, CCR, CPT, and the Job Pricing Manual. Maintains profitability on each respective program.

Develops standard jobs, and service repair options as required to enhance service and parts sales.

Tracks machines with extended warranty coverage and provides a quarterly update that evaluates unusual costs and trends.

Analyzes warranty residue determining when machines are in the hardship. Reviews the extended power train insurance program to determine if self insurance is more appropriate.

MINIMUM REQUIREMENTS:
Education:
An Associates Degree, preferably in diesel technology or business management, or a four year degree in business management or related field.

Work Experience:
Must have five years managerial group leader experience preferably with a heavy equipment dealer or a similar industry.

Other:
Ability to clearly communicate, both orally and in writing, to mutually resolve customer service issue.
Ability to set for long periods using a PC and telephone.
Ability to periodically travel with occasional overnight trips.
Must have intermediate MS Outlook, Word and Excel skills.
Needs a valid state driver’s license and a dependable vehicle to periodically use for work.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties.

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