Job Description
SUMMARY Responsible to set the standard for customer satisfaction as a Customer Service Representative. Schedules service department work activities among technicians, monitors work for completeness and timeliness, responds to customer service scheduling needs and answers their service questions, by performing the following.
REWARDS Quinn offers a dynamic, fast-paced work environment with exciting growth potential. We believe in rewarding exceptional performance and offer competitive salary commensurate with experience, a significant performance based incentive plan, profit sharing, 401k match, plus a complete benefits package with relocation assistance.
ESSENTIAL DUTIES AND RESPONSIBILITIES
•Responsible for the overall financial performance that includes budgets and capital expenditures. •Provide leadership direction to the entire service department. •Communicate and influence direct reports effectively to develop good working relationships and teamwork. •Responsible for employee satisfaction utilizing turn-over metric, employee surveys and developing action plans. •Aligns, partners, and collaborates with assigned HR representative to proactively manage staffing, workforce development, employee communication, employee relations and support / develop business unit objectives. •Maintain customer satisfaction with timely and accurate communication - Interviews Service customers, analyze service needs and provide cost quotes, answer customer service questions and prepare work orders. •Plans work schedule to meet work order commitments and assigns work to technicians and monitors progress. •Provides decision-making support to technicians in the analysis and resolution of service/parts problems. •Prepares customer invoice for work performed. •Effectively analyze and proactively seek out all options to provide the best solution for the customers and Quinn. •Elevate customer issues to Product Support Manager when appropriate. •Responsible and accountable for maintaining and promoting a safe work environment. Promote Safety First culture. Complete Employee Injury Report promptly and accurately. •Promoting a seamless product support to the customer to achieve Quinn Company objective of Caterpillars PINS target numbers. •Demonstrate and promote Quinn Company core values of Integrity, Teamwork, Respect, Quality and Customer Service. •Must be willing visit customers and suppliers. Must be able to work occasional weekends.
SUPERVISORY RESPONSIBILITIES
•Overall supervision of employees in a Machine Service Department. •Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. •Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance using the PADS process; rewarding and disciplining employees; addressing complaints and resolving problems.
EDUCATION AND OR EXPERIENCE Bachelor's degree in Business Administration or Mechanical discipline preferred, five year's heavy equipment experience or equivalent combination of education and experience. Experience to include supervisory and computer skills, and general mechanical service abilities.
Quinn is an Equal Opportunity Employer M /F / V / DV
Company Description
Our history began in 1919 when Quinn Company supplied the Killifer Disc and Holt Tractor to the Fresno area farmers in their quest to develop the great San Joaquin Valley into the worlds richest agricultural region. In 1925, when Holt and Best Tractor Company merged to form Caterpillar Tractor Co. (now Caterpillar Inc.), Quinn became its dealer in the Fresno and Madera County area. Since then, we have expanded through acquisitions and grown along with the economy of California. Now in our fourth generation of family ownership, our operations span fifteen counties throughout central and southern California, including Arizona. Quinn now has 22 locations from Salinas to Foothill Ranch with more than 1200 employees to serve our customers. We are proud of the success we have built with the help of our customers, our employees and Caterpillar. www.quinncompany.com