Manager Field Service

Manager Field Services

Your work shapes the world at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Role Definition

The Manager Field Services supports the District Service Manager and the Regional Sales Team in providing world class customer service to all customers. Supervises, schedules training, and manages job assignments of after-market projects for Field Service Representatives (FSR). The position also ensures compliance with all Environment, Health, Safety & Security (EHSS) and external regulatory requirements. This position may offer a career development path which could prepare the incumbent for other positions of increasing responsibility within Solar, such as Customer Service Account Manager, District Service Manager, San Diego Project Management, etc.

Partial relocation is available for this role. Incumbent shall live within 60 miles of Solar Midland, TX office.

Responsibilities

• Provide the leadership example for Solar's commitment to Environment, Health, Safety & Security (EHSS) responsibility.
• Directly responsible to ensure Solar's field operations comply with all government regulations, as well as certification standards and customer mandated requirements.
• Accountable for maintaining Solar's internal Environment, Health, Safety & Security (EHSS) Management System requirements, meeting or exceeding company defined goals and performance standards.
• Acquire proficiency in Safety Awareness, including motivation, evaluation, and training of staff members to assure safe operations.
• Work closely with customers, regulators, and internal Environment, Health, Safety & Security (EHSS) experts to meet customers' site and regulators' area requirements.
• Review all safety reports including Task Risk Assessments (TRA), Workplace Hazard Assessments (WHA), and Job Safety Analysis (JSA) to ensure the quality of the documents are in line with Solar's standards.
• Plan and organize assignments and dispatch Field Service Representatives to assure timely response to customer requests for scheduled maintenance, commissioning, and other customer related activities.
• Staff, train, motivate, and supervise an efficient, professional, technical workforce through effective goal setting, timely performance reviews, development programs, and sound management, to achieve maximum efficiency of resources and highest level of profitability.
• Provide input to the District Service Manager to manage staffing levels to ensure adequate support for all anticipated customer requirements.
• Assist and support the District Service Manager in various ways on a day-to-day basis including acting as temporary District Manager (where requested) during periods when District Manager is unavailable to assure continuity of operations.
• Provide primary back-up after-hours support as required for "on call" duty person to assure quick response to customers' critical needs.
• Manage allocation of resources and expenses including man day utilization, period and variable budgets and costs, capital budgets, asset management, etc. Interface, coordinate and communicate with various internal Solar groups such as Project Management, Package Refurbishment and Upgrade, Desoto Overhaul, Technical Services, other district/regional personnel. Accumulate, organize and maintain files containing site specific customer data such as vibration signatures and plots to trend and analyze data to help the field diagnose existing or developing problems.
• Supervise the population and update of the Fieldbase database and the Field Operations Website.
• Track FSR tooling calibration records for annual compliance.
• Review the quality of the FSR reports before they are posted or sent to customers.
• Actively utilize and support the Work Force Management (WFM) Process.
• Promote its use by district personnel as well as provide feedback to the Work Force Management (WFM) process manager.

Degree Requirement

Degree or equivalent experience desired

Skill Descriptors

Knowledge of Organization: Knowledge of the organization's vision, structure, culture, philosophy, operating principles, values, and code of ethics; ability to understand the value of aligning capabilities with business goals to support optimal performance.

Conflict Management: Knowledge of managing conflicts; ability to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level.

Resource Management: Knowledge of the resources required to achieve business objectives; ability to plan, mobilize and distribute resources to fulfill business objectives and plans.

Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to providing excellent service to internal and external customers.

Delegation: Knowledge of the need to delegate tasks to others effectively; ability to motivate associates to take over tasks and responsibilities to accomplish results for which the manager maintains ultimate accountability.

Producing Results: Understanding of the criticality of getting things done despite current circumstances and the ability to utilize assigned resources and leverage back-channel resources (individuals or teams) to achieve or exceed planned outcomes.

Staffing, Hiring, Selection: Knowledge of human resource acquisition policies; ability to participate in the process of recruitment of permanent and contract employees, achieving optimal match between candidate and position.

Safety (Oil and Gas): Knowledge of procedures, practices, considerations and regulatory requirements for the safety and protection of workers, community, environment and company assets; ability to identify and respond accordingly to work-related hazards.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of "essential job functions" as that term is defined by the Americans with Disabilities Act.

Summary Pay Range: $108,834.00 - $163,252.00 Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits: Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
• 401(k) savings plans*
• Health Savings Account (HSA)*
• Flexible Spending Accounts (FSAs)*
• Health Lifestyle Programs*
• Employee Assistance Program*
• Voluntary Benefits and Employee Discounts*
• Career Development*
• Incentive bonus*
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

* These benefits also apply to part-time employees