General Service Manager - CAT Dealership

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Listing Info

Jordan-Sitter Associates (JSA) has been placing mid to senior level managers with North American based manufacturers and distributors of mobile heavy equipment for 34 years. We have recently been exclusively retained to fill this key GSM role for this CAT Dealer.

Position Overview

This General Service Manager (GSM) will report directly to the VP of Product Support and will have full responsibility for service department operations and company rebuild facilities. Direct reports include the service managers and product support managers at each location. Administrative support is available, as needed, on a shared basis, and this GSM will have a fully functioning, well-equipped private office.

Company Overview

This position is with a large Caterpillar dealer for construction equipment, mining equipment, power systems, and rental operations. The company ranks as one of the larger dealerships in CAT's North American Commercial Division. The dealership is profitable, growing, and intent on providing the absolute best in customer service and market coverage.

Responsibilities

This GSM role carries the normal responsibilities (of this position) for overall service operations management. He/she will work with each reporting Service Manager and Product Support Manager on establishing standards of excellence in the following areas:

Employee development recruiting, training, career planning and performance evaluations. Ensuring that people are placed in proper roles where they can succeed.
Service efficiencies via Technician Productivity priorities, safety, WIP quality and Service Letter completion rate.
Cooperation with other departments sales, used sales, parts, product support sales, and rental operations.
All administrative activities work order analysis, service reports & claim processing.
Customer relations with the constant and continuous goal of ensuring excellence in this area.
Excellent facility maintenance for functionality and to ensure a positive customer image.
Compliance with company and with Caterpillar policies and procedures.

Desired Qualifications

Service Management Experience Candidates should have proven experience, with positive results, as a manager for multiple, remote located heavy equipment (or industrial equipment) service operations. Ideal experience would be with a dealer/distributor of construction, mining, agricultural, material handling, forestry equipment, heavy trucks or related utility products.

Team leadership style. References must validate an open, team approach to sharing ideas and to mentoring subordinates, one who leads by example and appreciates team input and accomplishments.

Excellent communication skills. Management level verbal, written & listening skills. Able to craft key communications and prepare and present management level presentations.

High energy charismatic leadership style. One who can inspire people to learn, grow and succeed.

Union Labor experience. Prior experience managing in a Union work environment is preferred. Please outline your experience negotiating union agreements and successfully leading a team of Union employees.

Ethics. There absolutely must be a consistent track record that demonstrates adherence to the highest standards of ethics and integrity.

Excellent Organizational Skills. Must have the proven ability to manage multiple projects, coordinate manpower requirements, logistics, scheduling and to consistently be on top of many activities.

Mechanical Aptitude. This person does not need to be a strong service technician: although that experience could have some benefit. However, there must be a solid grasp of how mechanical things work, and some understanding of basic hydraulic, electronic and mechanical systems interface.

Business savvy. The proven ability to profitably manage a very important profit center. Awareness of how actions impact the bottom line. Comfortable with basic financial reports (P&L & Balance Sheets) and able to spot trends and take the best pro-active measures to keep the service business on track.

Ability to recruit and develop service managers along with the ability to help them recruit and develop field and shop technicians. Able to help managers place people in the right jobs.

Education. A BS degree in Engineering is preferred; however, very serious consideration will definitely be given to candidates with excellent experience and proven track records, who may lack a formal degree.

Travel: There will be frequent (monthly) day trips to assigned branches with occasional overnights for company meetings, Caterpillar training, etc.

Advancement potential. Ideally the new General Service Manager will have both the desire and the horsepower to advance.

Relocation. Candidates must be willing to promptly complete a family relocation to somewhere within commuting distance of the headquarters branch where this role is based. Interested potential candidates can obtain additional clarity regarding which CAT dealership this position is with, and the location where this role is based by calling Jerry Randecker or Chris Sitter at Jordan-Sitter Associates, in San Antonio, Texas (210) 651-5561.

If, after reviewing the above-listed Desired Qualifications , you see a potential fit with your background and career goals, we would certainly welcome your personal interest in this opportunity. Potential candidates are welcome to call JSA Owner, Jerry Randecker (in San Antonio, Texas) at 210-651-5561 or to e-mail (jerryATjordansitter.com) for more information. Experienced product support professionals will already be aware that senior level CAT Dealer service management opportunities like this don't come available very often!

If this role does not hold personal interest, we would appreciate your help with a recommendation. You may be helping a friend or acquaintance to find an excellent next step in their heavy equipment product support career.

Thank you very much for your time. We hope you have a blessed finish to 2012, and a great start to the New Year.