Manager Store

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Location: Truck Center Louisville

Address: Louisville, KY

Requisition ID: 2025-5533

Posting Date: 01/09/2025

1.  Essential Functions

• Direct and manage Branch Service Department to ensure an effective operation and to maintain the highest quality of customer service to best serve the needs of customers and assure profitability
• Develop and present information to management, employees, and customers to inform, persuade or promote service programs, processes and cost management
• Analyze, interpret and monitor operating procedures and results; identify and correct inefficiencies and cost control deficiencies
• Develop and monitor annual budgets and objectives for Service Department - implement action plans to address areas not meeting budget or standards
• Investigate and resolve customer complaints, administer service policy and warranty to minimize customer controversies
• Travel to branches or other locations as required to perform assigned duties
• Maintain a valid motor vehicle operators' license
• Maintain a high degree of discretion in handling confidential/sensitive information and exercise initiative in all assigned areas, high integrity and accountability standards
• Assist work team to meet the objectives of the department and the Company
• Ability to communicate effectively in spoken and written English
• Ability to operate a P.C. (Windows, Excel, Word)

2.  Responsibilities     

• Supervises Service Foremen, Service Supervisors, Service Coordinators, and Department Hourly Employees
• Technical knowledge of Caterpillar and allied equipment
• Ensure branch SMCS operations receive systems, procedures, training, and reports in a timely, cost effective manner
• Assist in identifying, obtaining and maintaining equipment and tooling required to provide quality, cost effective service to our customers in a timely manner, monitor and approve requests for new tooling
• Utilize knowledge and expertise of Service Management Team to solve technical problems, consult with Technical Communicators when necessary to maintain high quality service work
• Conduct staff meetings and departmental and safety meetings to keep employees informed on policies, procedures, new products, and product updates
• Administer warranty and policy decisions in compliance with Corporate Procedures to ensure customer satisfaction and fair value
• Ensure departmental safety inspections and meetings are conducted and that supervisors maintain safe working conditions
• Investigate employee work injuries and determine action to be taken to prevent recurrence
• Hire, train, and supervise staff
• Work with employees to set aggressive professional and achievable goals to enhance the employees performance
• Use coaching techniques to recognize employees accomplishments and strengths and to improve any other areas
• Evaluate employee performance on a regular basis and prepare the related Position Descriptions, Performance Appraisals, and salary administration

  Ensure all staff follow corporate and departmental standards and practices and take disciplinary action when required

• Recommend to manager ideas to improve the departments operating procedures or business practices and participate in and support continuous improvement of all related activities and processes
• Project a positive image by interacting with fellow employees, customers, and management in a cooperative, supportive, and courteous manner; display a professional attitude; comply with company dress code
• Create and maintain good communications (verbally and in writing) and relationships with other Company departments, branches, employees, outside vendors, and customers by addressing and resolving concerns quickly
• Follow all work, safety rules, and procedures
• Perform other duties as necessary and assigned

3.  Education, Skills, Experience

•  Willingness to learn, be trained, and coach

• Management/Supervision experience
• Experience in business operational procedures normally gained through five to seven years of management/supervision experience
• Experience in the construction machinery industry with knowledge of products, applications, services, and markets normally gained through five to seven years of experience
• Excellent interpersonal skills, and written and verbal communication skills
• Able to communicate with team members and customers
• Good working knowledge of computers, spreadsheets, word processing programs
• Highly self-directed
• Ability to work independently or in a team environment with rapidly changing priorities and demands

4.  Personal Protective Equipment

•  Safety glasses, steel-toe boots, safety vests, etc., when appropriate or required per shop, customer or site location