Power Systems Product Support Operations Manager

Fabick Cat | Fenton, MO

Posted Date 1/14/2022

Company Overview:

Fabick Cat is the authorized dealer of Caterpillar equipment, prime and standby power systems, parts and service, compact construction, and rental equipment for major portions of Illinois, Missouri, the entire state of Wisconsin, and the Upper Peninsula of Michigan. We have been in business for over 100 years and are headquartered in Fenton, Missouri. For more information visit www.fabickcat.com

Why Work For Us!

At Fabick Cat, you are beyond just an employee, you are a part of the Fabick family. A family that has worked so diligently to cement a legacy that was built over 100 years ago through a collective vision "To Ever Serve Our Customers Better". This legacy could not have been possible without first employing then developing the best and brightest talent the market has to offer. We believe it to be of the upmost importance to invest in our workforce by supporting and empowering employees to develop the necessary skills to become successful in their own career.... to become a legacy. Are you ready to join our family legacy to continue our existence as 'the greatest service organization of its kind' over the next 100 years? The Fabick family appreciates and values the ongoing commitment of its employees and is pleased to provide a highly competitive total compensation and benefits package.

Job Summary:

The Power Systems Product Support Operations Manager position is responsible for the overall and sustained growth in revenue and operating profit of the operations along with the development of all parts and service initiatives, objectives, policies, and programs within the Power Systems operations.


* Establish and administer continuing and special objectives. Annual business plan and other objectives with specific measurable metrics are reviewed with department manager(s) and submitted to VP / GM of Power Systems for review and approval annually prior to the start of the company's business year. Progress toward each objective is reviewed with department managers monthly and quarterly to ensure proper focus and attainment of goals.
* Develop and retain an effective management team. All promotions are based on organizational improvement. All personnel eligible for promotion shall meet or exceed the experience and training as outlined in the job description and standards of performance. Provides the opportunity for departmental and/or branch supervisors to receive appropriate technical and management training as required. Establishes standards of performance for all department supervisors and ensures their performance is in accordance with expectations. Reviews with each supervisor their plans to develop a potential successor/replacement. Conducts annual performance evaluations with departmental supervisors and submits these to the VP / GM of Power Systems and Human Resources Manager for review. Reviews management salaries annually and recommends changes that are submitted in accordance with corporate policy and procedure.
* Maintain/improve parts & service sales volume at satisfactory gross profit levels. Develops goals/initiatives including promotion and sales coverage programs to ensure POPS & Service Labor growth at a rate consistent with corporate and Caterpillar objectives. Annual parts & service promotion plans are developed with the SI Parts & Service Growth team and presented to Marketing and Promotions Supervisor on a quarterly basis. Insure adequate field sales representation.
* Maintain cost control. Submits an annual budget to the VP / GM of Power Systems for approval by year-end. The Parts and Service Departments are operated within 100% of their approved budget by year-end. Receives approval on capital purchases from the VP / GM of Power Systems prior to proceeding with any capital purchases.
* Maintain good customer relations, satisfaction, and loyalty metrics. Conducts customer satisfaction training for all employees and implements programs to improve customer loyalty metrics for both parts and service departments. Investigates all customer complaints in a timely manner. Investigates situations in which a customer complaint is not handled by department supervisors within 7 days to the mutual satisfaction of the customer and company.
* Maintain aligned manufacturer relations. Ensures alignment with factory toward the achievement of mutual goals and objectives in all areas of Power Systems product support operations and that no case exists in which failure to achieve all or part of a departmental objective is due to lack of cooperation and support with factory representatives. All factory requests for data and information are acknowledged and produced in a timely manner. Service reports are written on all work orders. SIMS information is submitted at the close work order.
* Maintain good overall communications within parts departments, service departments, and the company. Responds to all oral and written requests from the VP / GM of Power Systems in a timely manner. Thoroughly informs the VP / GM of Power Systems of all critical projects and or serious issues and concerns. Submits routine and regular reports in a timely manner.
* Administer company policy as related to the parts and service departments. Follows existing company policy. Does not initiate new policy without the approval of the VP / GM of Power Systems and the VP of Human Resources.
* Develop and retain skilled and effective parts and service operations & product support sales personnel. Fill all positions within 30 days based upon personnel availability. Maintains a technical competency evaluation of all service technicians. Maintains technical competency requirements on all Parts and Service Department positions. Project future technical needs annually. Establishes semi-annually a parts and service training schedule to meet the projected needs and technical requirements for personnel. Discuss all significant morale and discipline problems with the VP / GM of Power Systems and VP of Human Resources. Ensure annual performance evaluations and wage reviews are conducted with each employee by the immediate supervisor.
* Plan, construct, and maintain parts and service facilities and equipment. Presents recommendations for additions or changes to shop and parts facilities to the VP / GM of Power Systems annually in advance of the projected need. Maintains buildings and grounds in a clean, orderly, and serviceable manner and ensures that company facilities are not damaged or destroyed through inadequate maintenance by department personnel. Ensures that all service department vehicles and equipment are maintained in an efficient and satisfactory manner.
* Execute service department procedures to ensure the most efficient repair and accounting methods possible. Maintains a written repair and accounting procedure outline. All procedures are at least commensurate with accepted Company practice. Reviews all procedures annually and makes improvements where required. Does not deviate from established procedures without prior approval from the VP / GM of Power Systems.
* Ensure the safety of parts and service department personnel. Works to prevent and eliminate the occurrence of accidents and injuries in the workplace -- with emphasis on T5 Safety Assessments to avoid activities with unusual risk, lack of instruction, lack of training, lack of proper tools and/or equipment. Regularly conducts safety meetings throughout the year, including safety topics as part of monthly toolbox meetings. Compile's safety inspection recommendations within the time specified by the Environmental Health and Safety Specialist.
* Administer warranty claims and policy. Ensures all warranty claims are submitted to the manufacturer no later than 30 days after the work is complete and claims preparation is of such quality that no more than 2% are non-allowed or returned from the manufacturer because of insufficient information or improper preparation. Commercial Engine warranty recovery rate must be at least 92%. Completes applicable factory changeovers on a scheduled basis and in sufficient time to ensure reimbursement from the manufacturer. Non-allowed claims will be reviewed and resubmitted within 10 days of receipt. A log of warranty claims is maintained in accordance with the prescribed procedure.
* Coordinate with the corporate parts department to ensure optimum parts inventory levels. Maintains inventories at a level that will produce at least an 85% over-the-counter availability when parts are available from factory departments. Inventory is efficiently stored and currently priced. Reviews service fees monthly. Physical inventories are taken on a schedule sufficient to ensure accurate item count.
* Maintain necessary parts records. Explores and implements improved record processing methods when applicable and approved by the VP / GM of Power Systems. Submits reports required by the manufacturer. Customer invoices are processed daily according to established procedures. Data processing capability is used to the greatest degree applicable for ordering, inventory, and invoicing.
* Assist in administering an effective exchange program. Exchange re-build, inventory, and pricing procedures are according to accepted Company practice. Exchange practices and procedures are reviewed annually and changed as needed to ensure volume growth and profit stability.


* Associates Degree in a Technical or Business-related field. A Bachelor's Degree is preferred.
* 10+ years of related industry experience.
* 5+ years of management of people, budgeting, and the ability to be an excellent leader.
* Strong knowledge of the Engine or Power Systems industry.
* Must have excellent written and verbal communication skills.
* Must have excellent computer skills -- Microsoft Office Suite

Physical Requirements:

In addition to being able to sit, stand, walk, read, talk, write and hear, to perform the essential functions of this job an individual must be able to occasionally lift and/or move up to ten (10) pounds. Will be required to travel up to 50% including overnight or multiple night trips.
Accommodations will be made if they are reasonable, do not create an undue hardship and will enable an individual with a disability to safely perform the essential job functions.

Equal Employment Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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