Product Support Operations Manager

Department: Diversified Businesses (DIV)Location: San AntonioDescriptionThe Product Support Operations Manager is responsible for ensuring the successful management of work performed in the service area. The incumbent is responsible for establishing production goals, supervising, training, and evaluating service employees to ensure that work is performed in support of company's department goals. The individual will monitor physical requirements for work completion (facilities, tools, environmental) and communicates same on an ongoing basis to the Product Support Manager. This position also contributes to the success of the parts and warranty departments.The incumbent in this position is expected to model the following practices daily:Demonstrate alignment with the company's mission and core business valuesCollaborate with key internal/external resourcesParticipate in ongoing self-developmentEssential FunctionsHires, develops, evaluates, and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS)Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and MissionSelect, manage, develop, and evaluate service personnel to ensure high levels of top-quality workmanship and efficiency in a repair and service shop environmentCommunicate, implement, and monitor service department policies to ensure a high level of consistencyMonitors and controls lime records, service reports, and shop maintenance activitiesPlans and assigns work, enforces policies and procedures, and recommends improvements in repair and service methods, equipment, operating procedures and working conditionsModels and coaches to ensure that shop work and safety practices are performed in a safe and hazard free shopResponsible for the overall performance of the parts departmentManages company expenses through warranty and damage recoveryAnalyzes and recommends stocking and inventory levels, procure crane parts orders utilizing bulk pricing discounts and on shipment dates for all vendor itemsTrains counter and shop sales personnel on technical aspects for crane parts crane attachments, and allied parts in order to provide exceptional customer serviceComplete all parts order pulling transactions for external and internal customers in an accurate, timely and supportive manner to ensure customer satisfactionMaintains delivery and field service fleetMaintains facilities to Cat Contamination ControlWorks safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standardsPerforms other duties as assignedKnowledge, Skills, and AbilitiesHighly developed mechanical background with various size and type engines and electrical systemsExtensive knowledge of construction equipment, aerial, and lifting equipmentKnowledge of machines and tools, including their designs, uses, repair, and maintenanceExtensive knowledge of, and experience with MSHA, OSHA & DOT, certification preferredAbility to perform basic mathematics and calculate percentages.Ability to read and understand parts catalogs, service manuals and schematics.Ability to write customer orders.Quality control analysis skills - Conducting tests and inspections of products, services, or processes to evaluate quality or performanceOperation and control skills - Controlling operations of equipment or systemsAdvanced mechanical skills and understanding of schematics and diagramsSolid teamwork, communications, and interpersonal skillsJudgment and decision-making skills lo consider relative costs and benefits of potential actions, and the ability to determine the appropriate course of actionGreat attention to detail and solid organizational skillsSolid recordkeeping and document control to ensure compliance with company policy and proceduresAbility to manage multiple prioritiesAbility to read and understand information and ideas presented in writingAbility to listen to and understand information and ideas presented through spoken words and sentencesRequirementsEducation and Experience:High school/equivalent diploma or trade school diploma requiredAerial lift and forklift certification requiredFive to eight years of work-related skill, knowledge, or experience preferredMinimum of five years' experience in a Dealership and three years in management preferredSupervisory Responsibilities:Responsibilities include, but are not limited to recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work; coaching and development; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Travel:Less than 10% travel per year with some overnight stays; 90% related to trainingValid driver's license requiredPhysical Requirements:Must be able to move objects, and use abdominal and lower back muscles to provide support over time without fatigueFrequently moves materials or equipment weighing up to 50 poundsConstant movement and use of limbs; this position requires good manual dexterity, coordination, and staminaAscend/descend with gradual or continuous progress by oneself, using both hands and feet and climb up and down laddersBe able to safely maneuver and work underneath equipmentRoutinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect workWork Environment:Regularly works indoors around moving mechanical parts and may be exposed to weather extremes when working outside in conditions that include inclement weather, heal, cold, and humidityNoise level may be loud at limesExposure to small quantities of chemicals, steam, high-pressure water, and high-speed rotating equipmentSignificant time spent in confined spaces and high placesDisclaimer:Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.