Description
POWER UP YOUR CAREER WITH LOUISIANA CAT
Louisiana Cat has been proud to represent Caterpillar® for 4 continuous generations in the state of Louisiana. We have been providing our customers with the highest quality Cat® equipment, service, and parts since 1933. We serve to build and power our community for a better future. We are always searching for high energy, ambitious candidates who are ready to join our team. You can build your future here!
THE OPPORTUNITY
The Service Operations Trainer supports the Service Department by providing training and guidance with business software platforms, implementation and improvement of written policies, and compliance with operating procedures.
This role allows for a primary work location at any Louisiana Cat branch within the state. Regular overnight travel throughout the state is a requirement of this position.
ESSENTIAL FUNCTIONS
- Manage inquiries and questions to resolve system function issues in DBS, Service Link and Cat Interact.
- Manage requests received through servicesupport@louisianacat.com.
- DBS service function requests, second level security access.
- Service Link and Cat Interact access for product support employees.
- SEP- to know and understand the elements and how these relate to service.
- Capable of working with all divisions and departments of Louisiana Cat.
- Having a good understanding of all aspects of payroll.
- To coach effectively on how to deal with or speak to customers, answering phone calls, dealing with internal employees, departments and divisions.
- Understanding of warranty, how to locate product information, using SIS and external links in SIS, SIMSi.
- Writing a service report and producing sims information.
- Familiarity with reports that track service operations.
- Backouts for non-warranty and tracking the backouts.
- Details of a service work order and how to manage a work order from open to close.
- Process of open and close work orders in DBS and Service Link and incorporate customer communication using Cat Interact.
- Update policy when required.
- Maintain positive relationships within all branches and departments.
- Assist with IT requests for help in resolving service function issues received through Zen Desk tickets.
- Capture PIP’s and PSP’s in SIMSi and distribute, have a complete understanding of Service Letters and track for timely completion.
- Create and update DBS job and component codes.
- Possess knowledge of Avid, PS Quoter, Vision Link, Fast Iron Cat Card, PSR (Product Status Report), DBS function for posting hauls in and out, outside vendor purchase procedures, CTS reports (Custom Track Service).
- Update customer labor codes, charge codes, and class codes within DBS.
- Work order status indicators, FIN and XFR status, rebalance work orders, purge estimated work orders.
- Create and update monthly work orders including service trucks as required
MOST IMPORTANT QUALIFICATIONS
- High school diploma or equivalent
- Must be proficient in the use of a computer and related software (Word, Excel, PowerPoint etc.) 5+ years of experience
- Must be proficient in the use of Cat Platforms (SISWEB, SIMSI, DBS, ServiceLink, Cat Interact, Avid, etc.) 5+ years of experience
- Highly organized, self-motivated, and capable of handling multiple priorities in a fast-paced environment with strong business acumen
- Strong communication skills with ability to track and manage communications across multiple departments
- Valid driver's license and a safe driving record (supporting our safety focus and mission
- Ability to travel within the territory as required and attend required training. ~50% (or as necessary)
- Detailed knowledge of an OEM Heavy Equipment Dealership Service Department (5+ years of experience
- Follow company policies and safety guidelines.
- Develop process improvements to achieve company marketing and financial objectives.
- Conduct job training to team members and provide directions to team as needed.
- Maintain a database of current and past due PIP’s and PSP’s
- Physical Demands: While performing the duties of this job, the employee is required to stand, walk, or sit; use hands to finger, handle, or feel and reach with hands and arms. The employee must be able to process paperwork and utilize office equipment (including personal computer, phone, copiers, etc.) A large portion of the day is spent communicating orally in person and by phone. The employee must be able to occasionally lift 25 pounds from floor to chest. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
- Work Environment: Work in this position is performed both in a professional office setting and different branches in designed region. The noise level in the work environment is usually moderate. The employee may be exposed to weather extremes that include heat, cold, and humidity. The employee may also be exposed to moving mechanical parts, fumes, or airborne particles.
JOB FACTS
- SCHEDULE: Full time. Monday Friday 8am-5pm.
- Must be able to travel throughout the state of Louisiana on overnight travel
LOUISIANA CAT BENEFITS
- Health, Dental, Vision, $50,000 Company Funded Life Policy (if enrolled in Health)
- Short- and Long-Term Disability Insurance
- Voluntary Accident, Critical Illness, Hospital Indemnity, Cancer, Supplemental Life and additional voluntary policies
- 401K Plan with Company Match
- Paid Holidays & Vacation
- Technician Tool Loan Program up to $2,000
- Safety Boot / Safety Prescription Glasses Allowances
- Employee Discounts
- Credit Union
- Technician Career Development Program - Shop & Field Service Training
SAFETY IN ALL WE DO
- We require strict compliance with PPE (personal protective equipment) safety regulations.
- We maintain compliance with all Federal, State and Local safety and company regulations.
- All employees must follow all Company Health, Safety & Environmental (HSE) procedures.
- Louisiana Cat is a drug-free workplace, including marijuana and THC products.
WHY PEOPLE JOIN LOUISIANA CAT
- We are dedicated to fostering a safe and meaningful work environment that empowers our employees and customers.
- We are known for creating lasting partnerships, guided by our strong company values, customer experience culture and safety standards.
- We are committed to the long-term growth and success of both our employees and customers.
- We have energy, focus and passion delivering results because what we do impacts our customers each and every day.
- We work across Construction, Electrical Power, Industrial, Marine Engines and Oil & Gas industries.
- We invest in training and development programs for our employees to build their toolkit and career paths here at Louisiana Cat.
- We offer competitive pay and benefits, paid holidays and vacation, employee incentive programs and 401(k) company match programs.
WHO WE ARE
We are a growing organization focused on creating a positive impact on our employees, customers and communities in which we operate. We seek out employees who are inspired by our values, thrive in a collaborative environment, and want to become a part of a dynamic company backed by 90+ years of success. We have 23 locations across Louisiana and the Gulf South with Corporate HQ located in Reserve, LA and Power Systems HQ located in New Iberia, LA.
ADDITIONAL INFORMATION
- Louisiana Cat (Louisiana Machinery Co, LLC) and its affiliates are an Equal Opportunity Employer (EEO). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age (40 and over), national origin, disability, or status as a protected veteran. We proudly hire U.S. Veterans.
- Louisiana Cat (Louisiana Machinery Co., LLC) uses E-Verify and complies with I-9 employment eligibility requirements of all new hires. Click here for your rights: click here for more information
- Equal Employment Opportunity Know Your Rights: Workplace Discrimination is Illegal: click here for more information
- Pay Transparency Nondiscrimination Provision: click here for more information
- Louisiana Cat (Louisiana Machinery Co, LLC) and its affiliates are drug-free workplaces and post-offer, pre-employment process includes background check, drug/alcohol screen, and if applicable for the role, pre-employment physical/fit for duty assessments.
