Job Summary: The Product Link Supervisor is responsible for work order management supervising, scheduling, and prioritizing installation and repairs of CAT Product Link devices and other technology to enhance operation and performance. This position is also responsible for ensuring all company safety practices and procedures are being adhered to while planning and performing their assigned work.

The incumbent in this position is expected to model the following practices daily: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

What can HOLT offer you?

A competitive salary, commensurate with your experience and competencies. A comprehensive and robust benefits program that includes complete health care, 401(k) matching & Profit-Sharing plan (ROTH and traditional), paid holidays, and a front-loaded PTO program. A Tuition Reimbursement program to support the pursuit of accredited college courses. An employee development program with professional development staff that allows you to grow your skills and build your competencies to prepare you for future opportunities at HOLT. 

Essential Functions:

• Hires, develops, evaluates, and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS)

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission

• Effectively communicates daily with their teams, internal customers, and external customers to ensure the highest level of service and satisfaction

• Maintains compliance with DOT regulations for assigned team and fleet of field service trucks while ensuring proper maintenance/repairs are completed in a timely manner

• Promotes the training, development, coaching, and retention of qualified employees

• Communicates job expectations to include frequent performance discussions with employees and ensure completion of timely performance evaluations

• Assess technician development level and provide appropriate coaching and mentoring in conjunction with technical training opportunities

• Ensures that the team understands team goals for work order management and strives to achieve company and department goals.

• Conducts site visits as needed to facilitate Legendary Customer Service

• Builds and assists sales team with quoting new work to ensure accurate pricing for services

• Work in progress management to maintain efficiency, accuracy, and profitability 

• Opens, maintains, and closes work orders and communicates the status, cost, and any issues to customers to increase customer satisfaction, maintain internal efficiencies, and ensure profitability

• Manages all assigned assets used to complete daily tasks and ensure proper usage and maximized investment

• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards

• Performs other duties as assigned

Knowledge, Skills, and Abilities: 

• Strong technical aptitude and understanding of the industry

• General repair and maintenance guidelines

• Excellent oral and written communication skills

• Exceptional organizational, time management, and multi-tasking skills

• Ability to utilize computers including intermediate knowledge of Microsoft Office to include Excel, Word, and PowerPoint and other programs used by the department

• Strong functional knowledge of an ERP system

• Basic knowledge of DOT regulations and vehicle fleet management

• Effectively schedule technicians to meet customer demand

• Strong human relation and communication skills, both written and verbal to diffuse high pressure and conflict situations

• Ownership and accountability on financial statements to promote business growth

• General P&L understanding

• Willingness and passion for leadership and development of self and others

• Uses logic, reasoning, creative and dynamic application of solutions, conclusions, or approaches to problems

Education and Experience:  

• High school diploma or equivalent required, Bachelors’ Degree in related field preferred

• Three years of job-related experience required

• Leadership experience preferred

Supervisory Responsibilities:  

Responsibilities include, but are not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; coaching and development; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Travel:

Up to 20% travel time is to be expected to include a possible overnight stay

Physical Requirements:  

• To perform this job successfully, an individual must be able to perform each job duty and responsibility satisfactorily; Reasonable accommodations may be made to enable individuals with disabilities to perform job duties and responsibilities

• This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.

• Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina

• This role frequently communicates with others, must be able to exchange accurate information in these situations

• This role routinely uses standard office equipment such as computers, phones, and photocopiers 

Work Environment:  

• This job is generally performed in a professional office; in environmentally controlled conditions, operating computer, manual dexterity, talking, hearing, and repetitive motion

• Frequently works at a fast pace with unscheduled interruptions 

Disclaimer: Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.

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