Regional CAT Support Manager

Job Summary: The CAT Support Regional Manager is responsible for developing, leading, and achieving operational goals for the CAT Support Division. Specific areas of responsibility include: 1) Effective management for all service operations to include welding, machining and undercarriage; 2) Effective management of the Flat Rate System for all service operations; 3)Effective collaboration with all internal resources to ensure consistent application of service development and policies and procedures; and 4) Enhance and increase the customer experience provided by HOLT's customer facing CAT Support personnel.

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.

Essential Functions:

• 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
• Leads, motivates, and develops CAT Support operations. Effectively manages employee and customer conflict while fostering a customer-centric approach
• Develops and communicates service pricing policies and practices throughout the region in order to ensure consistency
• Utilizes customer feedback to create additional value offerings within the department to ensure market competitiveness
• Monitors product support maintenance agreement policies and practices to ensure consistency throughout the division
• Manages and designs correct trucks, tooling, and supplies for CAT Support service teams as needed
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

Knowledge, Skills, and Abilities:

• Strong technical aptitude and understanding of welding, machining and undercarriage industry
• Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data
• Excellent oral and written communication skills
• Interpersonal skills sufficient to engage with vendors, own staff, and corporate executives to exchange information, influence and persuade
• Proficient skills required in solid problem solving, planning, organization, time management and analysis
• Exceptional organizational, time management, and multi-tasking skills
• Knowledge of Microsoft Office skills to include Excel, Word, and PowerPoint
• Ability to work with all levels of personnel within the organization and CAT Support Operations
• Ability to understand the implications of new information for both current and future problem-solving and decision-making
• Ability to perform mathematical computations such as percentages, fractions, addition, subtraction, multiplication, and division quickly and accurately
• Ability to work independently and within a team in a fast-paced, high volume environment with emphasis on accuracy and timeliness
• Ability to read, analyze, and interpret professional journals, technical procedures, or governmental regulations
• Ability to listen to and understand information and ideas presented through spoken words and sentences

Education and Experience:

• High school diploma or equivalent required, Bachelors' Degree in related field preferred
• Five (5) years operational leadership experience required; 10 years preferred

Supervisory Responsibilities:

This position directs and manages the CAT Support Department for an assigned region. 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:

• Some travel, up to 25% required to include overnight stays

Physical Requirements:

• This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.
• This role frequently communicates with others, must be able to exchange accurate information in these situations
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
• Safety training required; PPE required outside of office/parking lot area

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
• Exposure to small quantities of chemicals, steam, high-pressure water, and high speed rotating equipment
• Rarely, time spent in confined spaces and high places
• Frequently works at 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.

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Leader - Inspires teammates to follow them
Thought Provoking - Capable of making others think deeply on a subject
Team Player - Works well as a member of a group
Functional Expert - Considered a thought leader on a subject

Financial - Inspired to perform well by monetary reimbursement
Goal Completion - Inspired to perform well by the completion of tasks
Entrepreneurial Spirit - Inspired to perform well by an ability to drive new ventures within the business

Caterpillar Certificates (preferred)

Skills