Head of Client Support Services

Holt Of California

Holt of California is proud to be part of the elite group of Caterpillar dealers worldwide. We sell and service a wide-variety of equipment including large and small construction tractors, forklifts, and prime/stand-by-power generation.

This position is located in West Sacramento, CA.

Position Summary:

Supervises and organizes the execution of Customer Value Agreements (CVAs) and planned maintenance programs. Serves as the primary point of contact for internal and external customers regarding CVA services, scheduling, agreement compliance, and service delivery. Leads technicians and support resources to ensure safe, timely, and profitable completion of preventive maintenance and contractual service obligations while maintaining high levels of customer satisfaction.

Essential Functions:

Work closely with the General Service Manager to identify and support customer maintenance and service requirements.

Develop and maintain strong relationships with internal and external customers.

Review CVA agreements to ensure service commitments are properly scheduled and executed.

Interview customers to accurately define maintenance and service needs. Establish and document agreed priority levels, target completion dates, and service requirements.

Support customer retention efforts through proactive communication and quality service execution.

Plan and organize CVA Service Execution.

Prepare work order opening/job segmentation.

Order parts and service materials in accordance with CVA agreements and maintenance profiles.

Schedule preventive maintenance inspections and services per PM agreements.

Maintain scheduling systems and planning tools to ensure accurate resource allocation.

Identify PIP/PSP/CVA opportunities in conjunction with requested service needs.

Pre-plan tooling, parts, labor, and support requirements prior to job execution.

Ensure purchase orders, customer authorizations, and billing information are accurately documented on work orders.

Monitor upcoming service requirements to ensure contractual commitments are completed on time.

Supervises CVA Field Technicians.

Lead and coordinate daily activities of assigned Field Technicians and support resources.

Dispatch personnel and provide job-specific instructions to ensure safe and efficient execution.

Works with General Service manager to create and implement training and development plans for technicians.

Conduct performance discussions, coach employees, recognize achievements, and address performance concerns in accordance with company policies.

Promote a culture of safety, teamwork, accountability, and continuous improvement.

Manage CVA operational performance.

Monitor agreement compliance, service completion rates, labor utilization, and customer satisfaction metrics.

Review work order quality, documentation, and billing accuracy.

Identify opportunities to improve planning, scheduling efficiency, service execution, and profitability.

Support annual business planning and growth initiatives related to CVA operations.

Ensure all work is performed in compliance with company safety standards and operating procedures.

Pro-actively communicate and document all changes to customers.

Scheduling changes.

Job status changes.

Job scope changes

Additional repair recommendation identified during inspections.

Cost estimates/flat rate prices.

Qualifications:

Accountability - Ability to accept responsibility and account for his/her actions.

Accurate - Ability to perform work accurately and thoroughly.

Analytical Skills - Ability to use thinking and reasoning to solve a problem.

Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.

Customer Oriented - Ability to take care of the customers' needs while following company procedures.

Detail Oriented - Ability to pay attention to the minute details of a project or task.

Organized - Possessing the trait of being organized or following a systematic method of performing a task.

Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

Education and/or Experience:

High school diploma or general education degree (GED) and five or more years' experience in the Power Systems service industry or equivalent.

Skills & Abilities:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to write routine reports and correspondence.

Ability to speak effectively before groups of customers or employees of this organization.

Ability to add, subtracts, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to compute rate, ratio and percent.

Ability to define problems collects data, establish facts, and draw valid conclusions.

Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Ability to conduct oneself in a manner that is professional and business-like at all times.

Must have experience with computers to include the Microsoft Office suite.

Certificates, Licenses, Registrations:

Must have a valid California driver's license and a clean DMV report.

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand, walk, use hands and fingers to handle, feel objects, tools or controls reach with hands and arms. The employee is occasionally required to sit, stoop, kneel, crouch, or crawl.

The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move more than 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision. Peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

While performing the duties of this job, the employee regularly works near moving mechanical parts and is regularly exposed to fumes or airborne particles. The employee frequently works in outside weather conditions and is occasionally exposed to toxic or caustic chemicals and vibration. The employee occasionally works in high, precarious places. The noise level in the work environment is usually moderate.

Compensation:

Wage Range $87,000 to $97,000 Yearly. Wage depends on knowledge, skills and ability to perform the responsibilities of the job.

Holt is an Equal Opportunity Employer M/F/V/DV. Holt provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, age, national origin, physical or mental disability, all applicable veteran status or disabled veteran status.

Holt of California