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Milton CAT Service Operations Manager in Milford, Massachusetts

Milton CAT is seeking a Service Operations Manager, working out of the Corporate Headquarters in Milford, MA. The candidate will work with Service, Parts and Product Support Managers from all locations on management and oversight of all customer-facing service programs as well as CAT and Corporate initiatives.

Milton CAT is proud to service many essential businesses as our customers, including hospitals, grocery stores, landfill, waste, construction, transportation and infrastructure work on roads and bridges. We support the businesses that support our communities.

  • Management of all ongoing Service Operations programs including routine review and modification based on Corporate objectives and Business Plans. Programs include:

  • On Site Scheduled Maintenance

  • Product Link/VisionLink – (telematics, fault codes, diagnostic & performance data from machines to cloud)

  • Scheduled Oil Sampling Program

  • Service and Customer Training

  • Condition Monitoring and Lead/Opportunity Generation

  • Customer Technical Call Line

  • Centralized Quote Group

  • Involvement in Service Recruiting

  • Management and Delivery of CAT Service Initiatives to include but not limited to:

  • Service Excellence

  • Capacity and Capability

  • Dealer Growth and Profitability

  • Management of 7-10 direct reports and 25/30 indirect reports in the following areas:

  • Solutions Center

  • Technical/Quote Writers

  • Service Training

  • Ongoing review and validation of Service related systems and process

  • Define criteria for future systems development and process efficiency gains

  • Facilitate new Corporate Service Operations initiatives

  • Work with senior management team on business planning and initiatives

  • Bachelor’s degree preferred; comparable years or service related experience may be evaluated in lieu of degree

  • Able to work effectively, interact and take direction from Executive Team as well as engage and work collaboratively with other Managers

  • Prior management or supervisory experience, effectively leading and mentoring employees

  • Strong computer skills, particularly in Excel. Capable of learning and effectively utilizing the Microsoft AX business system as well as Dynamics CRM on a daily basis for all aspects of Service Operations

  • Highly organized and capable of working on, delegating, tracking and managing multiple projects at any given time

  • Candidate must be able to interact with customers as needed for tours and events and effectively convey Milton CAT’s value and differentiation

This job description is not intended to be all-inclusive. Your supervisor may request and assign similar duties.

Resumes that are mailed, emailed or hand-delivered to Milton CAT or any employee will not be considered. You must apply online. A background check and drug test are required as part of our pre-employment process.

Milton CAT is an equal opportunity employer that values the strength diversity brings to the workplace. We encourage applications from individuals with disabilities, minorities, veterans, and women. Applicants receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, sexual orientation, gender identity, handicap, disability, veteran status, genetic data, or other legally protected status. We base all employment decisions to further this principle of equal employment opportunity. VEVRAA Federal Contractor. EEO/AA employer. Milton CAT is a Drug-Free workplace.

Job ID: 2021-3421

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