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Service Manager - Field

Rancho Bernardo, CA

We Build Better Communities

Be Part of the Hawthorne Difference!

 Hawthorne Cat is a family-owned company that has led its markets for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment for industries on which our communities depend like agriculture, construction, marine, and government.

Every member of our team plays a significant role in our success.  Hawthorne Cat hires individuals who share our vision of Building Better Communities with our Customers and our values of Passion, Respect, Integrity, Dedication and Excellence (PRIDE).

If you are looking to build your future with an established, thriving company with countless opportunities for growth and advancement, you’ve come to the right place!  At Hawthorne Cat, we’re always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve.

Our people are our most valuable asset. That’s why at Hawthorne Cat we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.

POSITION SUMMARY: The Field Service Manager will be responsible for managing the Field Service Department utilizing all the resources made available to them. The Manager will provide our customers with exceptional customer service by partnering with them to ensure trust and productivity both internally and externally.

ESSENTIAL FUNCTIONS:        

  1. Ensure all safety standards and goals are met. Enhance the Continuous Improvement culture to promote a safe working environment. 
  2. Manage and direct all activities necessary to maintain a profitable and well-regarded Field Service operation.
  3. Interface with customers to understand their needs and facilitate a relationship that promotes a partnership between Hawthorne and the customer.
  4. Maintain timely and professional communication with Customers.
  5. Oversee performance for all field service technicians to include evaluations, HTCP and safety.
  6. Manage and promote all safety policies with a special emphasis on the Plan/Protect/Verify culture topics with technicians.
  7. Manage all aspects of WIP for Field Service.
  8. Develop and implement procedures to minimize flat rate variance, rework, and policy for the department.
  9. Oversee technician productivity and efficiency.
  10. Utilization of ServiceLink and Vehicle Monitor System to improve customer satisfaction and safety.
  11. Implementation of remote troubleshoot/flashing procedures.
  12. Manage department P&L and take the appropriate measures to meet/exceed budget expectations.
  13. Compliance with company and Caterpillar policies and procedures.
  14. Oversee all field truck state and safety requirements.
  15. Perform other duties as assigned to meet the company, department or individual goals and objectives.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

  1. Must have a minimum of two (2) years of management experience
  2. Must have three to five (3-5) years of experience in a heavy equipment service shop
  3. Must have two (2) years general office experience
  4. PC skills required
  5. Must have a valid California Class C Driver’s License
  6. Must have above average communication skills
  7. Must have excellent customer service skills

PHYSICAL DEMANDS:

  1. Walking and moving about on foot often through uneven terrain.
  2. Handling: Picks up items, helps or works with hands.
  3. Lifting: Raises or lowers miscellaneous equipment parts up to 50 pounds.
  4. Reaching: Extends hands and arms in any direction.
  5. Stooping: Bends body downward and forward by bending at knees or waist.
  6. Standing: Remains in standing position.  If required to perform various functions of the job.
  7. Climbing: In and out of equipment with 3 points of contact.
  8. Vision: Reads computer screens, work tickets and parts books.
  9. Talking: Communicates via telecommunications and in person.
  10. Sitting: Sits in equipment and in vehicles.

ENVIRONMENTAL:    

  1. Noise:   Works in conditions with constant or intermittent noise.
  2. Temp/Weather: Works in a warehouse and outside with variations of temperature and weather.
  3. Exposure: Foul odors, fumes and harsh substances.

Here’s what we Offer…

  • Competitive Compensation
  • A great work environment and culture
  • Career growth and advancement opportunities
  • Training
  • Medical, Dental and Vision plans
  • Medical Video Appointments available
  • Health Savings Account available
  • Paid Time Off (PTO) Pay
  • 401(k) Plan + Company Matching
  • Health and Dependent Care Flexible Spending Accounts
  • Life & Accident Insurance
  • Employee Assistance Programs
  • Legal Plan
  • Travel Assistance Plan
  • Wellness Programs
  • Referral Bonus Program
  • Longevity Bonus Program
  • Recognition Programs and much more
  • Hawthorne CAT discounts
  • Boot Reimbursement
  • Tuition Reimbursement
  • Company-Supplied Uniforms
  • Advanced Technical Training
  • Estimated Compensation $90,000 - $105,000 annually

Interested in joining the Hawthorne team? Check out our current available positions at:

www.hawthornecat.com/careers

ACCOMMODATIONS: Reasonable accommodations for essential functions of the position will be considered.

Hawthorne Cat® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/V/D

Hawthorne Cat® Participates in E-Verify.

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