Field Service Manager

Caterpillar · Sewickley · $112,704–$169,056 (stated in the posting)

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Career Area:

Job Description:

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.

Provides operational management, support and leadership to field representatives to ensure customer satisfaction is achieved, field issues are resolved, and compliance obligations are met. 

What you will do:

• Plan and organize assignments. Dispatch Field Service Representatives to ensure timely response to customer requests, scheduled maintenance, commissioning, and other customer related activities.
• Hire, assign tasks to, review work for, managing the performance of, and ensure training for subordinate staff in accordance with organizational policies, procedures, and performance management processes. 
• Timely review and approval of field employee work orders to ensure prompt customer invoicing.
• Promote sales growth by advising on customer activities and achieving specific customer call targets. Assist in the resolution of turbomachinery issues detected in the field to ensure customer satisfaction.
• Ensure all equipment and material is picked up/delivered/installed from/to/at all customers in accordance with company guidelines and policies, customer expectations, and government regulations.

Partial Relocation is available for this position

This position is based out of the Pittsburgh District Office.

What you will have:

Degree Requirement

Degree or equivalent experience desired.

Skills Necessary for the Role:
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.
Level Working Knowledge: 

• Applies organization's operating principles and practices within own business unit.
• Supports the mission, vision, and objectives of own department or unit.
• Assesses local and industry examples of acceptable and unacceptable business practices.
• Obtains information regarding key players, key issues, and key strategies in own unit.
• Specifies the roles and responsibilities of own business unit.

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.
Level Extensive Experience: 

• Mediates and resolves conflicts among individuals, groups, and departments.
• Practices positive collaboration and converts difficult interactions into productive ones.
• Guides participants in a conflict to rethink their current views.
• Demonstrates good judgment in deciding when to involve a third party.
• Makes parties aware of case studies of constructive and destructive conflicts.
• Surfaces disagreements in early stages.

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

• Specifies the critical resource needs required to accomplish organizational objectives.
• Applies specific metrics to analyze and revise resource requirements.
• Updates resource requirements by identifying and responding to changing needs.
• Ensures adequate, qualified resources are available, commensurate with the size and complexity of 
• activities; mobilizes resources needed to get things done.
• Develops methods for maximizing resource utilization (re-engineering, outsourcing, automation, etc.).
• Negotiates with key stakeholders to obtain required resources.

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.
Level Extensive Experience: 

• Communicates with clients on quality of service measurements.
• Ensures teams maintain focus on value-added services.
• Conducts and acts on reviews of open service requests.
• Identifies and resolves gaps in customer expectations versus actual service levels.
• Negotiates the terms of deliverables, service level agreements, and expectations.
• Verifies client satisfaction and keeps customers informed.

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.
Level Working Knowledge: 

• Under guidance, delegates simple tasks to individual associates according to their readiness.
• Communicates the definition and impact of a successful completion of delegated task.
• Monitors progress, provides feedback, support, and course correction as necessary.
• Matches assignments with capabilities, ideally stretching the latter somewhat.
• Works with associates in developing plans and objectives for delegated tasks.

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.
Level Working Knowledge: 

• • Finds or creates ways to measure performance against goals.
• • Identifies and exploits own strengths; solicits support from others to minimize limitations.
• • Strives for excellence in performance by surpassing established standards.
• • Seeks out advice, help, and information when needed to accomplish responsibilities.
• • Adjusts to new or changing assignments, processes, people, and priorities as business need dictates.

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.
Level Extensive Experience: 

• Answers candidate's questions on organizational structure, direction, and policies.
• Probes for abstract qualities and critical factors to ensure a good match.
• Recommends qualified candidates in support of staffing objectives.
• Interviews screened candidates for variety of functions and positions.
• Summarizes the costs and benefits of behavioral interviewing.
• Assesses departmental staffing needs; actively participates in resourcing efforts.

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.
Level Extensive Experience: 

• Promotes workplace safety among supervisors and workers; communicates safety rules and regulations.
• Performs safety inspections to assure compliance with company, local and federal regulations.
• Discusses managers' and workers' responsibilities in ensuring compliance with OSHA requirements.
• Assesses and reports unusual or new safety hazards or violations; initiates corrective action.
• Determines appropriate action to take when unsafe conditions are encountered.
• Ensures that all employees and contractors comply with relevant safety policies and regulations.

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:

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

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities.  Qualified applicants of any age are encouraged to apply.

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