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holtgrp

Technical Service Supervisor 2

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This position is responsible for managing and dispatching field technicians related to any of the specialized jobs normally managed within Technical Service (Machine or Power Systems Division), which includes CAT Field Follow, Service Letters, Field Service support, CAT Special Projects, Asset Technology support, and HOLT Rental Fleet requests from Condition Monitoring Analysts. This role will also provide direction and support to the Technical Services Department while collaborating with key stakeholders throughout the organization to support the overall business.

The incumbent will review and recommend cost effective solutions to indicate product health issues on a machine-by-machine basis, dispatch assigned service technician(s), and resolve fleet repair issues. In addition, the Technical Service Supervisor will prioritize and schedule work with customers, manage the work order processes necessary to invoice and account for repairs.

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.

  • 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
  • Collaborates with leadership to develop strategies and implement procedures that support key departmental goals that ensure satisfaction of our products to our customers
  • Manages Service Letters and ensures proper invoicing to customers and timely filing of claims in order to maximize claim recovery
  • Models collaborative problem solving and personal influencing skills to ensure that service activities are aligned with the overall business plan
  • Reviews monthly operations statements to assess progress on applicable business goals and provides recommendation improvements that increase profitability while keeping alignment with organizational goals
  • Monitors the assigned truck fleet and ensures proper maintenance and repairs are completed and recorded on time according to manufacture schedules
  • Ensures all daily truck inspections are completed and all trucks are maintained in accordance with HOLT policies for cleanliness and safety guidelines
  • Researches technical information to support solutions to product health issues indicated by condition monitoring inputs
  • Collaborates with technical communicators and manager to develop acceptable solutions to product health issues
  • Dispatches service technicians to rectify rental fleet product health issues in a timely and cost effective manner
  • Influences and motivates team members to use HOLT’s Values Based Leadership (VBL) tools ensuring Legendary Customer Service with all services they deliver
  • Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards and influences team members to do the same
  • Performs annual performance reviews with direct reports and demonstrates ability to establish goals and objectives for direct reports that are in line with departmental and company values and objectives
  • Performs other duties as assigned
  • Strong technical aptitude and understanding of applicable equipment
  • Expert knowledge of CAT models/machines and safe operation procedures, maintenance practices, and troubleshooting of hydraulic, electrical and electronic systems
  • Demonstrated advanced working knowledge of HOLT CAT service operations, Diagnostic Programs (CAT STW, SiS and ET, Remote Services), and Dealer Business System (DBS)
  • Strong computer and software knowledge, including Microsoft Office products
  • General mathematical skills to include basic adding, subtracting, multiplication and division
  • Ability to communicate clearly and effectively, both verbally and in writing with internal and external customers
  • Expert ability to understand CAT technical manuals, software and hardware applications, and systems software operations
  • 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
  • Ability to work on multiple projects and deal effectively with employees and management
  • Ability to operate in a fast paced, high demand, multi-faceted job that requires good decision making and confident demeanor
Education and Experience:
  • High school diploma or equivalent required; additional continued education such as specialized/technical training or college preferred
  • Six years of job-related experience required. Ten or more years of job-related experience preferred
Supervisory Responsibilities:

This position directs and manages the employees within the Technical Services Department. 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:
  • Up to 10%
Physical Requirements:
  • To perform this job successfully, an individual must be able to perform each job duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform job duties and responsibilities
  • This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.
  • Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina
  • This role frequently communicates with others, must be able to exchange accurate information in these situations
  • Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work
  • Occasionally moves and transports items weighing up to 10 lbs.
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
  • Frequently works at a 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.