Technical Services Manager

Job Description

Job Description

Who We Are:

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset…our employees.

What You Will Be Doing:

As the Technical Services Manager you will be responsible for managing the Technical Communicators, analyze and evaluate processes to improve the program, and develop a market to provide the Technical Communicator services to our customers.  The manager also insures that proper communications channels between direct factory support and the dealer are open and working, and communicate any shortcomings to manufacturer reps.  The manager also communicates current and emerging commercial issues to CAT and assists in any reasonable manor.

Primary Responsibilities:

• Manage Technical Communicator program to maximize customer and Technical Communicator uptime
• Grow the Commercial Tech Services program by developing innovative programs to sell to our customers
• Reach out to Sales, Product Support and Training with introduction to new technologies or issues that arise
• Oversee implementation of the Contamination Control Compliance (CCC) program
• Establish diagnostic Software requirements
• Communicate w/ factory on key issues
• Make customer visits when necessary to provide assurances regarding issues resolution
• Provide customer software, sales, support, and installation
• Make branch visits to get feedback on Tech Services support
• Manage the escalation of service support issues
• Manage technical aspects of Incident Reporting (liability)

Additional Responsibilities:

• Insure that the Technical Services staff is adequately sized and trained to meet the needs
• Maintain and implement internal reporting systems to allow internal customers a means of documented communications.
• Perform other duties as assigned

Who We Are Looking For:

To be successful in this position you should be a forward thinking decision maker with the desire to own the Technical Services.  This person will look to promote the business as well as look for ways to streamline the process to strengthen the bottom line.  You should have project management and computer skills, as well as excellent interpersonal and communication skills. The ability to multitask, problem solve, and be organized are essential to this position as well.

Education/Experience:

• High school or equivalent

Required Qualifications/Skills:

• Basic computer skills to include web searches and Word, Excel and PowerPoint
• Must be able to comprehend, speak and write the English language.
• Must possess excellent interpersonal and communication skills, in person, over the telephone, and through electronic media (email, text, PS databases, etc.) with individuals with many different experience levels (i.e. equipment operators to engineers).

Preferred Qualifications/Skills:

• College or Technical degree a plus
• Mechanical aptitude
• Prior management experience

Values:

At Yancey Bros. Co, we are always looking to add people to our team who share our core values:

• Safety: We value the lives and health of our team and customers above all else.
• Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.
• Teamwork: We work as one across our organization for the benefit of our customers.
• Excellence: We strive to be the best, continuously improving our customers’ experience and the solutions we provide.
• Sense of Urgency: We respond quickly to customer needs and hold ourselves accountable for results.

Ideal candidates will demonstrate the following values:

• Acting in a safe manner
• Exhibiting honesty and integrity
• Acting in a fair and ethical manner
• Team mentality
• Delivering quality results
• Embraces change / improvement
• Exhibiting superior customer service skills
• Exhibiting pride and ownership
• Working with a sense of urgency
• Exhibiting a winning attitude 

What We Offer:

Yancey Bros. Co. offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.

Competitive Pay Structure

• Competitive Pay
• Individual Bonus Opportunities Available
• 401k Plan Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching
• Business Mileage Reimbursement

Employee Wellness Program

• Medical, Vision, Dental Insurance
• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance

Personal Time Off

• Paid Holidays
• Paid Sick Leave 

Career Development

• Tuition Reimbursement
• Ongoing Training 
• Advancement Opportunities