Corporate Service Operations Manager

Corporate Service Operations Manager

At Peterson, we partner with our customers to build the future. For over 85 years, our peoples' work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson's legacy permeates every aspect of our communities. From roads and bridges, back-up power at hospitals, fire-fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don't just have a career, you have a purpose.

Our family-oriented environment is built on safety, winning, growth, and professional achievement. Hiring and developing exceptional people is critical to our continued success. We have high standards for a good reason : our people represent Peterson, our family, our brand, and our values.

You have high expectations too. You are exceptionally motivated, have outstanding skills, and want your work to matter. Peterson offers competitive wages, generous benefits, and promotional opportunities at a family-owned and operated business. It's time to use your skills and passion to do work that matters!

Peterson Cat has a need for a Corporate Service Operations Manager who can be based at our Hillsboro, OR or San Leandro, CA location.

The Corporate Service Operations Manager collaborates with Operations Managers and senior leadership to optimize service department operational excellence, develop and present key performance indicators (KPI's) on a regular basis and ensure compliance with all safety regulations and requirements at all locations. The Manager is responsible for managing the technical communicator team, service letter processes, warranty operations and overall service department processes and systems.

Essential job functions include the following. Other duties may be assigned :

• Travel to various operations and service locations on a regular basis to :
• Identify performance opportunities and drive positive change by working with branch and operations personnel in the following areas :
• Profitability
• Customer Satisfaction
• Work Order Management
• Contamination Control to ensure adherence to Caterpillar standards
• Technician Productivity (Efficiency and Effectiveness)
• Technician Capacity Planning
• Employee Satisfaction
• Update and distribute the branch service dashboard, which ranks all locations based on KPIs
• Identify best performing service operations within Peterson, document their best practices and further replicate across the enterprise as appropriate.
• Identify best rebuild processes, document and replicate across Peterson
• Identify areas of improvement to achieve and maintain desired standards in the Original Equipment Manufacturing (OEM) Service Excellence Programs.
• Supervise Service Operations teams, including :
• Technical Communicators
• Corporate Warranty Department
• Rebuild Specialist
• Sponsor and be the corporate process owner of critical Information Technology (IT) systems that enable success in service operations such as Service Information System (SIS), CAT Electronic Technician (ET), Service Link and Equipment Link.
• Lead continuous improvement projects across service organization to include technology implementations.
• Nurture and maintain the highest levels of employee engagement.
• Manage service letter Product Improvement Program (PIP) and Product Support Program (PSP) completion process.
• Assist in labor negotiations as required.
• Proactively build relationships and partners across the enterprise (Sales, Finance, Rental, IT, and HR) and with manufacturer's representatives.

Develop and maintain competitive profile information, including manufacturer(s) represented, charge out rates, markets served, locations and capacity.

Liaison for rebuilds between service, parts, and sales.

Qualifications :

Bachelor's Degree from a fully accredited college in Business Administration, Project Management or other closely related field; and a minimum of 10 or more years of directly related experience in Business Administration, Project Management, preferably in a heavy industrial environment; or an equivalent combination of education and work experience. Previous supervisory experience required.

The pay range for this position is :

San Leandro, CA : $140,000.00 - $170,000.00

Hillsboro, Oregon : $125,000.00 - $150,000.00

Starting wage will depend on experience and education. We also offer a total compensation package in addition to base salary.