Service Foreman

JOB SUMMARY: The Service Foreman is responsible for managing technicians, the repair process, and company resources profitably in Service under the direction of the Service Advisor and/or Service Manager. The Service Foreman is a working supervisor who is expected to also perform technician duties while ensuring technician safety and a quality repair process. This role is also responsible for the growth, development, and productivity of its assigned technicians. This role will ensure quality control measures are in place and managed during the repair process to eliminate any re-work to the customer associated with the repair. A high level of teamwork will exist between this role and the Service Advisor and Service Admin to guarantee seamless customer interaction, quality control and promise date adherence.

ESSENTIAL FUNCTIONS:

• Supervises employees. Performs annual performance reviews, oversees the development and administration of employee development plans and recommends compensation increases. Administers discipline; authority to hire employees.
• Manages expenses including shop assets such as shop supplies, small tools, and environmental needs
• Meets typical annual target of 22% PAD (may vary year over year) for annual profitability of the team and the store.
• Communicates machine repair status, verbally and in writing (if necessary), to the Service Advisor.
• Uses the Service scheduling tool to monitor and maintain all aspects of the repair in the shop specific to the assigned team members and area.
• Monitors work in progress to ensure promise date adherence for the customer. Informs Service Advisor of changes or updates needed to the promise date. Adheres to 100% promise date delivery of repair.
• Works with Service Advisor to meet the final repair performance versus quoted amounts expectations of on or under quote.
• Coordinates the usage, rental or purchase of special tooling needed to perform repair work • Works with the Technicians to provide the Service Advisor the necessary information for up-sell opportunities to quote to the customer.
• Assigns work as needed to meet customer commitments and the needs of the repair.
• Approves employees' work time and adjusts employee time on service calls as needed.
• Oversees pre and post inspections of machines being repaired and quality control measures taken throughout the repair process.
• Works directly with technicians to ensure quality control measures have been effectively deployed.
• Achieves the goal of "No re-work will ever touch our customers".
• Walks around machinery to inspect. Operates machinery to locate problem. Diagnoses problems for quality control. Performs independent failure analysis,
• Uses service manuals, SIS and parts books effectively to address technical issues such as looking up parts, machine information, standard labor rates, machine settings, and more to setup work orders or to answer customer inquiries. Performs all required tasks in accordance with procedures.
• Works safely at all times. Adheres to all applicable safety policies. Complies with all company and applicable external (OSHA, ANSI, etc.) safety policies, procedures and standards.
• Works with centralized functions concerning warranty, goodwill, policy, technical communications and any other relevant items associated with timely completion of the repair.
• Works with Service Advisor to meet the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adheres to and promotes all applicable safety policies, procedures and standards.
• May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives.
• Works within and promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Expert-level specialization and proven ability to troubleshoot, diagnose, and repair all CAT machine systems. • Ability to lead and direct others, determining work priorities and assigning work to others. • Ability to prioritize the workload with exceeding customer expectations in mind. • Proven organizational skills. • Proven customer service skills over the phone and in person. • Knowledge and use of Microsoft computer products or other comparable systems required. • Proven conflict resolution skills. • Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building. • Ability to set and manage priorities. • Must be a self starter and able to work without supervision. • Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED). • Associates Degree from an accredited vocational school preferred. • Five years minimum experience working on heavy equipment required. Caterpillar environment with hydraulic, engine and power-train experience preferred. • One year prior management experience, with customer service and P&L responsibility. • Valid driver's license and acceptable driving record required. • Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting. • Must be able to lift 50 pounds. • Must be able to meet all safety requirements for applicable safety policies.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.