Service Director

at Progress Rail Services Corp. in Homewood, Illinois, United States

Job Description

9733BR

PRS Facility Location:

Cstm CNIC – IL Homewood

Job Purpose:

Provide strategic leadership of Services Organization to drive product improvements, enhance product reliability, and improve overall customer satisfaction. You will be the customer facing account manager for Services involving management of field service teams and material support, across multiple customers. You will facilitate growth of OPACC by increasing Services revenue and profit.

Req ID:

9733BR

Company Description:

Railroads transport goods and people millions of miles every day. At Progress Rail, we believe in going the distance with them. We are looking for talented and innovative team players to address the challenges of the rail industry today, ensuring success for the future. Build a long-term career with opportunities for growth and advancement as part of a vibrant network of close to 200 global locations. Our innovative team members work together to forge the bridge between ideas and success!

As a Caterpillar company, Progress Rail is an integrated rolling stock and infrastructure provider, delivering a full range of products and services to domestic and international railroad customers. Our customers enjoy one-stop shopping and comprehensive railway solutions – whether it rolls on the rail or is the rail itself. From locomotives, transit, freight cars and engines, to tracks, signals and advanced technology, we ensure customers can count on us to meet their needs.

Learn how we keep our customers rolling by following us on Facebook, Twitter, Instagram, YouTube and LinkedIn, and by visiting progressrail.com .

Education / Training:

- Bachelor degree in a technical discipline or equivalent training;

- MBA preferred.

Job Title:

Service Director

City:

Homewood

Key Job Elements:

- Develop & promote safe working environment for your hourly staff and direct reports;

- Provide overall guidance and leadership of one or multiple customer accounts, as the main point of contact for all service, material, technical, and personnel related issues;

- Work closely with customer(s) as their go-to person for all customer facing issues, and quickly drive them to resolution and closure;

- Manage all day-to-day Field Service and Aftermarket activities for your respective accounts, including internal (PR) and external (customer) locations;

- Work closely with fleet program manager(s) to analyze data / failure Pareto’s, and put together action plan for improvement and measurement / monitoring;

- Manage availability and reliability performance for your respective customer(s) / fleet(s);

- Working closely with Operations to understand all commissioning dates and support needed tied to internal financial performance targets;

- Provide warranty support as needed, including issue tracking in the correct respective system and escalating it to the proper owner for correction and closure;

- Support all modifications / fleet performance activities as identified through reliability improvement / engineering recommendations;

- Drive your Team toward all options for improving fleet performance activities;

- Work closely with all support functions (Manufacturing / Operations, Engineering, Supply Chain, Quality, Commercial, Finance, and Corporate) to ensure excellent customer service, including remedy and escalations;

- Drive profitable growth, including executing vision / plan / strategy as defined by our leadership team;

- Escalate all critical customer issues when needed for timely resolution

- Provide exceptional overall customer service to maintain / restore customer relations and credibility;

- Promote OEM material usage & coordinate material control, inventories, distribution & budgeting;

- Promote PRL recommended maintenance practices in fleet maintenance activities & represent PRL methodology to customers;

- Develop & maintain comprehensive training programs for your respective internal / external customers;

- Lead with an enterprise level mindset, and put our values in action … Integrity, Excellence, Teamwork, Commitment, and Sustainability.

Qualifications and Experience:

- High level of technical locomotive product/performance knowledge and/or PRS business processes and procedures;

- High degree of knowledge of locomotive maintenance procedures;

- Leadership experience;

- High level of analytical ability;

- Creates & maintains an environment that enables all participants to contribute to their full potential;

- Appropriate interpersonal styles & communication methods to work effectively with business partners to meet mutual goals required;

- Excellent written & oral communication skills;

- High level of working knowledge of railroad practices;

- Demonstrated service/shop experience at railroad or manufacturing facility;

- High level of analytical ability where problems are unusual or difficult.

Preferred:

- Six Sigma Certification;

- Team Building Experience.

Essential and Physical Activities Functions

- Strength – May be required to lift up to 50 pounds to assist in shipping event-related materials;

- Motion – Position requires standard repetitive motions and hand/eye coordination associated with normal office communications;

- Vision/Hearing Requirements – Required to use computer, read, and interpret orders, and communicate effectively with internal and external customers on the phone; frequent communications, including both talking and hearing;

- Work Environment – Position will typically be located in an office environment;

- Emotional Demands – Required to liaise with multiple levels within the organization, including senior leaders, managers, and production workforce; must be well-spoken, able to manage multiple priorities and individual requests daily, with professional and supportive attitude;

- Safety – Position is primarily limited to general office safety requirements. Safety requirements may change based on field work (i.e., if visiting a facility or railroad) and would require the use of all relevant PPE and follow safety protocols.

EEO:

Equal Opportunity Employer – Race/Color/Sex/Religion/National Origin/Sexual Orientation/Gender Identity/Vets/Disabilities

Benefits:

+ Competitive Salary

+ 401(k) plan with up to 6% company match (no waiting period with immediate vesting)

+ Medical/Dental/Vision/Life/Disability Insurance

+ Supplemental Accident, Critical Care, and Hospital Insurance available along with an HDHP and HSA with seed money

+ Flexible Spending Accounts

+ Paid Vacation

+ Paid Holidays

+ Paid Time-Off (PTO)

+ Employee Assistance Plan

+ Education Assistance Program

+ Employee Recognition Programs

+ Site specific Production and Incentive Plans

+ Site specific Step and Skill Level Wage Adjustment Plans

+ Site Specific Relocation and Sign-on Bonus Programs

*Benefits eligibility varies by job position, full-time/part-time and regular/temporary status. The provisions of the plan documents control such benefits.

Job Category:

Marketing, Sales and Service

State::

Illinois