Working Hours/Days

　　This is a full-time salaried position.The standard working hours are 6:30 AM to 3:00 PM, Monday through Friday.The position may require additional hours as needed to meet business demands.

　　Overview

　　PRIMARY FUNCTION :

　　This role supports the Commercial Engine Service Manager by providing leadership and overall management of the Commercial Engine Service supervisors and office staff to provide World-Class service. The Service Administrative Manager’s efforts are to ensure efficient and productive operations while maintaining a high level of customer satisfaction. In addition, assist the Service Manager in developing long-range plans for growing the service business. Must have excellent communication skills (verbal and written) and ability to express ideas and positively influence others to accomplish work goals. Daily job duties require strong leadership, advanced computer/software system skills, administration, and excellent organization/time management skills. Requires knowledge of safety requirements, PPE, and protocols, following company General Safe Work Practices as well as enforcing those practices. Must be able to work under pressure and meet tight deadlines in a fast-paced environment, with multiple priorities, and willing to work extra hours, when needed.

　　DIMENSIONS :

　　Service Revenues: $ 15-20M

　　Number of Employees: 55-65

　　The following positions report directly to this position: Service Supervisors and Administrative Office Staff

　　Basic Duties

　　ESSENTIAL RESPONSIBILITIES :

　　Business Development and Management Activities

　　Participates in overall vision for the department, business planning, and budgeting process.

　　Informs Service Manager of new Service opportunities with customers.

　　Customer Service

　　Manages service supervisor staff to ensure the technician workforce is deployed effectively to meet customer needs in a timely and professional manner.

　　Ensures service staff work closely with the PSSR/ISR team and Product Support Sales Manager to meet or exceed customer expectations.

　　Has ultimate responsibility to manage staff to provide resolution of customer’s machine service complaints and problems to achieve the best customer satisfaction level possible.

　　Daily monitors service schedules to ensure overall workflow, productivity, and customer commitments are being met.

　　Site Leadership

　　Lead projects to improve administrative processes and systems.

　　Provide daily leadership, coaching, and direction of service staff. Reviews staff abilities and provides opportunities for training and development.

　　Supervises service activities including customer requests, job and performance standards, time utilization and performance of the team, working conditions, safety, etc.

　　Works with other department managers to maintain good relations and ensure smooth operation of the division/company.

　　Maintains or oversees compliance with company safety program(s) and helps build safety culture.

　　Monitors progress of meeting annual budget requirements and adjusts operations accordingly.

　　Administrative

　　Develop and implement administrative policies and procedures to enhance operational efficiency.

　　Directly assists with WIP management and working with the team on the overall work order process from Open to Close.

　　Ensures all required reports and operational recordkeeping are maintained in a professional manner.

　　Ensures all service records generated by technicians are processed in an accurate and timely fashion.

　　Routinely reviews work in process to keep jobs from aging beyond the acceptable level of no activity.

　　Periodically prepares reports and memos. Writes professional business correspondence, as needed.

　　Track expenses to assist with managing budget and monitor trends of key service performance measurements.

　　Supervision

　　Supervises all direct reports including hiring, training, performance reviews, coaching, counseling, disciplinary action, and dismissal, as required.

　　Consistently maintains positive, productive, and professional work habits. Set examples for others to follow by demonstrating a conscientious effort to perform as a team leader and influencing others to do the same.

　　Advises the Service Manager, Product Support Sales Manager and other appropriate parties of any significant active or potential customer concerns, major shifts in workload, safety issues, resource needs, or time delays.

　　Qualifications

　　Education/Qualification/Experience

　　Two to four-year college degree or minimum 8 years of successful supervisory experience in service operations. Previous supervisory and customer service experience required. Must have a valid driver’s license and clean driving record. This includes no more than 2 minor violations within the past 3 years and no major violations within the past 5 years (Motor Vehicle Report will be performed on the final candidate).

　　SKILLS/ABILITIES

　　Computer knowledge including Microsoft Office software(Outlook, Excel, WORD, PowerPoint) and web-based applications. Knowledge of Caterpillar DBS(Dealer Business System), is a plus.

　　This job description is not intended to be all-inclusive. Your supervisor may request and assign you other duties, as required.

　　Physical Requirements/Working Conditions

　　This position works primarily in an office environment. May, on a continuous basis, sit at a desk for a long period of time; answer telephone calls and write or use a keyboard to communicate through written means. May on a continuous basis walk, bend and lift up to 20lbs. May be required to wear appropriate safety equipment (IE- Safety glasses or side shields) when needed. The noise level in the office environment is usually moderate to low. Must be flexible to work varying schedules and hours as needed. The physical demands described above 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.

　　All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

　　Why Work for Altorfer?

　　At Altorfer, our iron is just the beginning. Our people make our company successful, and we would not be who we are without them. As a third generation, family-owned company created in 1957, we bring our values into how we do business. Everyone from technicians, sales representatives, administrative professionals, or somewhere in between is part of the “A-Team” and is critical to our success. Here at Altorfer, we have over 35 locations and 1300 employees with long tenure for you to learn from. We have a collaborative, family valued culture, with a great reputation in the industry. A company that offers competitive pay, excellent benefits, and a remarkable team of people to work with.

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　　Req No.2024-4750

　　CategoryManagement

　　LocationUS-IL-Addison

　　TypeRegular Full-Time

　　Union or Non-UnionNon-Union

　　DivisionPower Systems

　　CompanyAltorfer Industries Inc.