Technical Services Manager

Join the Carolina Cat Team

As a family-owned company under our third generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed.

Since 1926, we've supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that's built to last.

We're looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we're committed to providing a work experience that helps our team grow to their full potential.

Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat.

Summary

The Technical Services Manager is responsible for oversight and management of the Technical Services Group, which supports external customers, service departments, and parts departments with equipment and component related technical issues, while maintaining a high level of customer satisfaction.

Essential Functions

• Provide oversight and leadership of Technical Communicators providing technical support to end-users, technicians and parts personnel as needed
• Review open cases or work orders that have not been resolved to know limitations and roadblocks to solve or escalate as needed.
• Intervene and perform failure analysis on failed parts/components which require further analysis or enhanced investigation.
• Lead the Technical Assistance Center, by monitoring and leading the support and communication of repair related information with end-users, and parts and service department associates to include assisting in selling and growth of parts and service revenue initiated by the TAC.
• Ensure remote services, remote diagnostics and other technologies are understood and utilized by the Technical Services team to include identifying, analyzing, and acquiring new technological tools.
• Update and contribute to pre and post-repair inspection guidelines, milestone development, and ensure quality documentation and procedures are accurate and available to Technician corp.
• Monitor DSN tickets and CPI issues when applicable for timely resolution
• Delegate, along with Caterpillar, on assigned field follow machines and components
• Identify, hire and performance manage talent/employees assigned to the Technical Services group
• Evaluate and manage performance metrics relevant to Technical Services and problem solve for variation as needed.
• Service as liaison between Technical Services and Training departments
• Other duties as assigned

Supervisory Responsibilities

This job has supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• High School diploma or equivalent with 2-year Technical degree preferred
• 10+ years direct CAT Service experience or 15 years industry experience in heavy equipment
• *Internal Applicants*: Acceptable level of safety, rework productivity, and Level 7 Tech completion in prior roles

Technical Knowledge

• Expert knowledge of CAT products
• Expert troubleshooting skills (Electrical, Hydraulic) and expert use and application of all Caterpillar diagnostic tools, electrical and electronic system applications.
• Comprehensive knowledge of the application, operation, repair and function of Caterpillar equipment and engines.
• Exceptional problem-solving techniques and knowledge of repair options for Caterpillar machines, engines, and components.
• Ability to read and interpret documents such as safety rules, operating and maintenanceinstructions, and procedure manuals. Ability to write routine reports and correspondence.

Interpersonal Skills

• Ability to develop and maintain healthy relationships with Technicians, Managers, Supervisors/Coordinators and support employees
• Ability to develop and maintain healthy relationships with customers
• Effectively communicate in various environments and settings through multiple channels

Leadership Ability

• Create safe, positive work environment for employees.
• Ability to train and mentor less experienced Technicians and lead a team
• Ability to solve practical problems and deal with a variety of concrete variables in situationswhere only limited standardization exists.

Business Acumen

• Ability to calculate figures and amounts such as proportions, percentages, area, circumference, and volume.
• Understanding of and ability to lead outcomes and programs across departments
• Familiarization with financial definitions: Revenue, GP & PBT

Computer Skills

• Expert knowledge of key operating systems: DBS, ServiceLink and MDS
• Expert knowledge of critical CAT applications: SIS, ET and Dealer DSN
• Functional capability with Microsoft Office suite of applications

Certificates, Licenses, Registrations

A valid driver's license

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.

We are an Equal Opportunity Employer

We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We're committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws.

#CarolinaCAT

EEO/AA Employer. All qualified individuals - including minorities, females, veterans and individuals with disabilities - are encouraged to apply.