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Dir, Operations

Progress Rail

Homewood, Illinois

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JOB DETAILS
SKILLS
Analysis Skills, Budgeting, Business Administration, Business Processes, Caterpillar Equipment, Commissioning, Communication Skills, Customer Escalations, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Analysis, Develop and Maintain Customers, Failure Analysis, Finance, Fleet Management, Interpersonal Skills, Inventory Management, Leadership, Leading Edge Technology, Manufacturing, Manufacturing Operations, OEM (Original Equipment Manufacturer), On Site Support, Performance Management, Presentation/Verbal Skills, Process Improvement, Public/Media/Press/Analyst Relations, Reliability Engineering, Revenue Growth, Safety/Work Safety, Sales Management, Strategic Planning, Supply Chain, Sustainability, Team Lead/Manager, Team Player, Time Management, Training Program, Vehicle Fleets, Vision Plan, Workplace Issues, Writing Skills
LOCATION
Homewood, Illinois
POSTED
7 days ago
PRS Facility Location
Cstm CNIC - IL Homewood - 342
Job Purpose
Provide strategic leadership of Services Organization to drive product improvements, enhance product reliability, and improve overall customer satisfaction. You will be the customer facing account manager for Services involving management of field service teams and material support, across multiple customers. You will facilitate growth of OPACC by increasing Services revenue and profit.

Req ID
11703BR
Company Description
Progress Rail stands at the intersection of legacy and innovation-driving the future of rail with a pioneering spirit. Since its founding in 1983, the company has grown to become one of the world's largest and most trusted providers of railroad products, services, and technologies. Today, Progress Rail delivers a comprehensive portfolio of cost-effective solutions to railway customers around the globe. From the rails themselves to the EMD® locomotives that ride them, the company's products are in operation across more than 100 countries-powering progress and connecting communities. In 2006, Progress Rail joined Caterpillar Inc., further strengthening its ability to lead the rail industry with cutting-edge technology, unmatched expertise, and a commitment to excellence. At Progress Rail, the team is not just building the future of rail-they are making history every day.
Education / Training
• Bachelor degree in a technical engineering discipline or equivalent training;
• MBA preferred.

Job Title
Service Director
City
Homewood
Key Job Elements
• Develop & promote safe working environment for your staff and direct reports;
• Provide overall guidance and leadership of one or multiple customer accounts, as the main point of contact for all service, material, technical, and personnel related issues;
• Work closely with customer(s) as their go-to person for all customer facing issues, and quickly drive them to resolution and closure;
• Manage all day-to-day Field Service and Aftermarket activities for your respective accounts, including internal (PR) and external (customer) locations;
• Work closely with fleet program manager(s) to analyze data / failure Pareto's, and put together action plan for improvement and measurement / monitoring;
• Manage availability and reliability performance for your respective customer(s) / fleet(s);
• Working closely with Operations to understand all commissioning dates and support needed tied to internal financial performance targets;
• Provide warranty support as needed, including issue tracking in the correct respective system and escalating it to the proper owner for correction and closure;
• Support all modifications / fleet performance activities as identified through reliability improvement / engineering recommendations;
• Drive your Team toward all options for improving fleet performance activities;
• Work closely with all support functions (Manufacturing / Operations, Engineering, Supply Chain, Quality, Commercial, Finance, and Corporate) to ensure excellent customer service, including remedy and escalations;
• Drive profitable growth, including executing vision / plan / strategy as defined by our leadership team;
• Escalate all critical customer issues when needed for timely resolution
• Provide exceptional overall customer service to maintain / restore customer relations and credibility;
• Promote OEM material usage & coordinate material control, inventories, distribution & budgeting;
• Promote PRL recommended maintenance practices in fleet maintenance activities & represent PRL methodology to customers;
• Develop & maintain comprehensive training programs for your respective internal / external customers;
• Lead with an enterprise level mindset, and put our values in action ... Integrity, Excellence, Teamwork, Commitment, and Sustainability.

Qualifications and Experience
• High level of technical locomotive product/performance knowledge and/or PRS business processes and procedures;
• High degree of knowledge of locomotive maintenance procedures;
• Leadership experience;
• High level of analytical ability;
• Creates & maintains an environment that enables all participants to contribute to their full potential;
• Appropriate interpersonal styles & communication methods to work effectively with business partners to meet mutual goals required;
• Excellent written & oral communication skills;
• High level of working knowledge of railroad practices;
• Demonstrated service/shop experience at railroad or manufacturing facility;

About the Company

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Progress Rail