Product Support Manager - Big Island

We Build Better Communities

Be Part of the Hawthorne Difference!

Hawthorne Cat is a family-owned company that has led its markets for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment for industries on which our communities depend like agriculture, construction, marine, and government.

Every member of our team plays a significant role in our success.  Hawthorne Cat hires individuals who share our vision of Building Better Communities with our Customers and our values of Passion, Respect, Integrity, Dedication and Excellence (PRIDE).

If you are looking to build your future with an established, thriving company with countless opportunities for growth and advancement, you’ve come to the right place!  At Hawthorne Cat, we’re always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve.

Our people are our most valuable asset. That’s why at Hawthorne Cat we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.

We are currently seeking talented individuals for our Product Support Manager - Big Island!

Here is some of what you’ll do…

POSITION SUMMARY: The Product Support Manager – Big Island (PSM - BI) shall be responsible for Hilo parts, service operations. The PSM - BI will provide oversight for the reporting Parts and Service Manager, Sales/Product Support Managers and other HPC operating partners. The oversight will entail parts and service sales growth and establishing, meeting, and exceeding standards of excellence in operational efficiencies, customer service, and financial performance.

ESSENTIAL FUNCTIONS:

1. Safety: Ensure all safety compliance related processes and training are established and adhered to in the departments.
2. Oversee parts, service and product support sales departments for Hilo and support the team to achieve annual growth targets.
3. Ensure parts department Managers/ Supervisors/ Coordinators and leads are working cooperatively and effectively with the corresponding Service Managers to maximize efficiency, profitability, and customer satisfaction.
4. Employee development - recruiting, training, career planning and performance evaluations potential and current employees to address ongoing and future performance requirements. Ensuring employees are placed in the appropriate roles and provided the tools and competencies where they can succeed and exceed internal and external operational and customer requirements.
5. Parts and Service efficiencies -- Tracking, educating, and developing Technicians and Parts personnel on productivity priorities, exceeding safety requirements, supporting work in progress (WIP) requirements, quality and service completion rate.
6. Partner with other departments - sales, used sales, parts, product support sales, and rental operations to maximize overall productivity and operational success.
7. Financial -- develop and manage the strategic plans and financial reporting system to support the individual service departments. Utilize financial reports to spot trends and take the appropriate proactive measures to keep the parts and service business on track and positioned to exceed expectations.
8. Service quality - Ensure the highest standards for technical and quality excellence is maintained and proper technical evaluation and risk analysis is applied to all activities.
9. Effectively manage warranty and goodwill process with Caterpillar and partners.
10. Customer relations - with the constant and continuous goal of ensuring excellence and anticipating and implementing methods to exceed customer expectations.
11. Monitor Daniels Group Surveys and follow up with the customers as needed and with the team to continuously improve customer loyalty scores.
12. Timely response and completion of all administrative activities - work order analysis, service reports claim processing and employee development and performance evaluations.
13. Compliance with company and Caterpillar policies and procedures.
14. Lead implementation of key Caterpillar initiatives.
15. Successfully manage all profit centers. Maintain awareness of how actions impact the bottom line and take steps to exceed expectations.
16. Research new product offerings and/or opportunities that will enhance our ability to support the customer.
17. Conduct any other duty deemed necessary by Pacific Region Product Support Manager.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

1. Must have minimum of ten years product support experience.
2. At least 5 years supervisory experience over multiple service shops/ departments.
3. Must have demonstrated ability develop and grow deep internal and external employee and customer relationships.
4. Must have ability to communicate clearly, both orally and in writing.
5. Must have excellent customer service skills.
6. Must have excellent interpersonal skills.
7. Must be organized and a good planner.
8. Must have positive attitude and be a self-starter.
9. Must have the ability to set and meet goals.
10. Preferred union labor experience.
11. Must have the ability to recruit and develop all employees
12. Must maintain a high standard of ethics and integrity.

PHYSICAL DEMANDS:

1. Walking and moving about on foot, often up and down stairs.
2. Handing: Seizes, helps, or works with hands.
3. Lifting: Raises or lowers miscellaneous items up to 30 lbs.
4. Reaching: Extends hands and arms in any direction.
5. Stooping: Bends body downward and forward by bending at knees or waist.
6. Standing: Remains in standing position if required to perform various functions of the job.
7. Vision: Read computer and paperwork.
8. Talking: Communications by phone and in person.
9. Sitting: Sits at desk. Sits for long periods of time.
10. Climbing: Climb on and off earthmoving machines/engines.
11. Travel: Frequent (monthly) day trips to assigned branches, with occasional overnights for company meetings, Caterpillar training, etc.

ENVIRONMENTAL:          

Noise: Works in conditions with constant or intermittent noise.

Temp/Weather: Works in an office environment, with occasional shop requirements.

Here’s what we Offer…

• Competitive Compensation
• A great work environment and culture
• Career growth and advancement opportunities
• Training
• Medical, Dental and Vision plans
• Medical Video Appointments available
• Health Savings Account available
• Paid Time Off (PTO) Pay
• 401(k) Plan + Company Matching
• Health and Dependent Care Flexible Spending Accounts
• Life & Accident Insurance
• Employee Assistance Programs
• Legal Plan
• Travel Assistance Plan
• Wellness Programs
• Referral Bonus Program
• Longevity Bonus Program
• Recognition Programs and much more
• Hawthorne CAT discounts
• Boot Reimbursement
• Tuition Reimbursement
• Company-Supplied Uniforms
• Advanced Technical Training
• Estimated Compensation $100,000 - $120,000 annually

Interested in joining the Hawthorne team? Check out our current available positions at:

www.hawthornecat.com/careers

ACCOMMODATIONS: Reasonable accommodations for essential functions of the position will be considered.

Hawthorne Cat® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/V/D

Hawthorne Cat® Participates in E-Verify.