Service Operations Specialist - San Leandro - Peterson Cat

Description

Overview

It's your time, make it matter.

At Peterson, we partner with our customers to build the future. For over 85 years, our peoples' work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson's legacy permeates every aspect of our communities. From roads and bridges, back-up power at hospitals, fire-fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don't just have a career, you have a purpose.

Our family-oriented environment is built on safety, winning, growth, and professional achievement. Hiring and developing exceptional people is critical to our continued success. We have high standards for a good reason: our people represent Peterson, our family, our brand, and our values.

You have high expectations too.You are exceptionally motivated, have outstanding skills, and want your work to matter.Peterson offers competitive wages, generous benefits, and promotional opportunities at a family-owned and operated business.It's time to use your skills and passion to do work that matters

ESSENTIAL JOB FUNCTIONS

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Assist Power CVA Specialist with leading administrative personnel on day-to-day activities related to CVA's, Equipment Management Tool (EMT), and Pull Through work..
• Send contract renewal notifications to Product Support Sales Representatives (PSSRs) and Inside Sales Representatives (ISRs).
• Maintain and administer EMT for all of Peterson Power Systems.
• Push out service appointments to Service operations personnel.
• Ensure consistency of the CVA process for the Peterson Power Division.
• Assist with new CVA process development.
• Work with Sales department to ensure CVA contract data is correct, up-to-date, and information includes new contracts and renewals.
• Provide on-the-job training and technical support for CVA-related procedures and processes to Peterson Power administrative personnel, Service Supervisors/Managers, and Technicians.
• Oversee CVA financial and metrics reporting for the Peterson Power Division.
• Assist with managing CAT Inspect program for Peterson Power, including developing new processes, implementation, training, and standardization.
• Assist with managing CAT Interact program for Peterson Power, including training, usage reporting, and development of new processes and procedures.
• Push sales leads generated from Cat Inspect to PSSR/ISRs and provide reporting on sales pull through via Cat Inspect.
• Establish and recommend ways to improve work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Collaborate with dispatchers/schedulers to track and drive the completion of incomplete work orders (WIP).
• Utilize electronic service operations reporting tools to ensure all service metrics are maintained and updated.
• Provide support and assistance for all Peterson Power Service department administrative activities, as directed.
• Assist Power Service Operations Manager with clerical and administrative tasks as needed, including but not limited to report creation, process creation/documentation, process management, creation of training materials, and conducting training activities.
• Attend internal and external Product Support meetings, as required.
• Travel monthly to Peterson Power locations throughout California & Oregon to attend meetings, provide training, and audit for and ensure consistency between departments.
• Maintain punctual, regular, and predictable attendance.

OTHER JOB FUNCTIONS

• Work collaboratively in a team environment with a spirit of cooperation.
• Display excellent communication skills including presentation, persuasion, and negotiation skills required in working with customers/ coworkers, including the ability to communicate effectively and remain calm and courteous under pressure.
• Respectfully take direction from supervisor/manager.

JOB SCOPE

This position serves in the capacity of the Service Operations Specialist. General discretion and judgment are exercised routinely in the execution of job duties. If errors in judgment or professional execution of responsibilities are made, the consequences to the department can be significant.

INTERPERSONAL CONTACTS

Internal contacts consist of all levels of positions in the company from business unit leaders to entry positions. This position regularly deals with employees in exchange of information in person, writing, via telephone or by electronic transfer. Sensitivity is required in dealing with such information and decisions concerning the release or sharing of that information. External contacts may consist of customers, vendors, and consultants.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, safely and in alignment with Peterson's core values. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must display self-starter characteristics and forward-thinking ability.
• Must display ability to identify areas for improvement, create and enhance processes, and drive efficiencies throughout a department.

EDUCATION and/or EXPERIENCE

Associate degree from a fully accredited college in Business Administration or other closely related field, and a minimum of three (3) years of experience of directly related experience, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.

CERTIFICATES, LICENSES, REGISTRATIONS

• Maintain a valid driver's license and satisfactory driving record.

COMPETENCIES

Safety – Actively demonstrates vigilance in protecting self, customers, co-workers, contractors, suppliers and community from risky actions or unsafe conditions. Promotes and follows Peterson's safety policies and guidelines. Able to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others.

Peterson's Communication Principles – Able to demonstrate the following communication skills and principles when working with customers, co-workers, and other stakeholders:

• Showing up and choosing to be present- to honor others and give my best self.
• Paying attention to what has heart and meaning- to understand and acknowledge the true intent.
• Tells the truth without blame or judgement- to motivate and build confidence.
• Open to outcome, not attached to outcome- to learn from what happened and never stop improving.

Peterson Values – Behavior and work product aligns with Peterson's Core values – Customer First, Integrity, Excellence, Teamwork, and Fun

Accountability – Takes responsibility for own actions; Keeps commitments. Completes tasks on time or notifies appropriate person with an alternate plan; Focuses on performance, manages execution.

Curious – Continuously pursues opportunities to learn and grow professionally and personally. Solicits feedback to improve self, service, performance and the organization. Applies feedback to improve performance.

Leadership –Refrains from activities that would negatively impact organizational health and reputation, compromise trust or working relationships, or create unnecessary bureaucracy.

Ethics – Works ethically and with integrity; avoids any action that could be interpreted to be for personal gain, in violation of Peterson's Code of Conduct and Business Ethics, or as an abuse of positional power. Maintains confidentiality; Protects Customer, Manufacturer and Company proprietary information; promptly reports conduct that could is or could be considered unethical; Honest and forthcoming with information.

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Focuses on solving conflict, not blaming; Remains open to others\' ideas and tries new things; Works well in group problem solving situations; Uses reason even when dealing with emotional topics; Meets commitments.

Technical Skills – Has the skills needed to successfully perform job responsibilities and be viewed as competent. Shares expertise with others; Understands implications of decisions; Demonstrates knowledge of market and competition; Aligns work with organization's goals.

Communication – Speaks clearly, respectfully and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings; Writes clearly and informatively; Listens to others without interrupting; Keeps emotions under control; Gives and welcomes feedback; Has personal awareness of body language and tone being used to maximize quality of communications.

Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others\' views; Contributes to building a positive team spirit; Puts success of team above own interests. Provides recognition for results; Offers to help others before being asked; Supports co-workers and provides them with grace.

Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Manages difficult or emotional customer and/or employee situations; Responds promptly to customer and employee needs; Facilitates a work environment where individuals are treated with respect and are not subject to hostile or other harassing behaviors.

Adaptability – Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events; Flexible; Open to new ideas.

Initiative – Undertakes self-development activities; Looks for and takes advantage of opportunities; Asks for and offers help when needed; Looks for ways to improve performance and the organization as a whole; Pursues training and development opportunities.

Dependability – Consistently reports to work on time as scheduled; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Commits to long hours of work when necessary to reach goals.

LANGUAGE SKILLS

Strong verbal and written communication skills to clearly convey procedures, technical information, and expectations to employees at all levels. Ability to prepare reports, training materials, and process documentation using clear, professional language. Skilled in active listening, facilitating discussions, and providing instruction or feedback in group and one-on-one settings.

MATHEMATICAL SKILLS

Ability to work with financial, operational, and performance data involving basic algebra, percentages, ratios, and trend analysis. Skilled in reviewing contract values, service metrics, and reports for accuracy and completeness. Capable of interpreting numerical data, identifying variances, and organizing quantitative information for reporting and decision support.

COMPUTER SKILLS

Proficient in using enterprise systems, databases, and reporting tools related to service operations and contract management. Strong skills in Microsoft Office applications, particularly Excel, Word, and Outlook. Ability to learn and administer specialized tools such as equipment management systems, service reporting platforms, and manufacturer programs. Comfortable creating reports, tracking data, and maintaining system accuracy.

REASONING ABILITY

Ability to apply logical thinking to analyze processes, identify gaps, and implement improvements. Skilled in prioritizing tasks, managing multiple activities, and resolving issues using sound judgment. Capable of interpreting policies, procedures, and data to make consistent decisions. Able to adapt to changing priorities and support operational needs with practical problem-solving skills.

WORKING CONDITIONS

The working conditions, physical demands, and environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily in an office environment that is climate controlled. Periodic work outside the office and shop areas that may or may not have climate controls will be required. This is a full-time position. Days and hours worked will mirror the business operations which typically runs Monday -Friday. May work more than eight consecutive hours at a time or more than 40 hours in a 7-day work period depending on work demands. Occasional evening and weekend work will be necessary. Travel will be required to branch locations, company events, professional development and industry conferences. Must have access to reliable transportation and must be able to travel via most efficient mode for work related travel i.e., airplane.

With Peterson's Customer First focus, the individual may encounter pressure in meeting customer needs, balancing competing deadlines and resource constraints. Situations must be handled in a manner that meets customer needs and does not negatively impact customer satisfaction. Customers are both internal and external.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is continuously required to sit, use hands or fingers to handle/feel objects, reach with hands/arms, talk, and/or hear. Occasionally required to stand, walk, stoop, kneel, crouch, and/or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth & perception, and the ability to adjust focus.

WORK ENVIRONMENT

Most work performed is in an office environment with climate and noise controls. Occasional exposure to work near moving mechanical parts, fumes or airborne particles, and/or vibration may occur when working in warehouse, shop, or field environments. Work environment considered to be moderate with seasonal temperature changes, occasional exposure to outside weather, and with a moderate noise level. Appropriate personal protective equipment (PPE) must be worn in work areas where it is required.

This description describes only the general nature and level of work encompassed by this job. This description is not a comprehensive listing of all responsibilities, duties, and skills of employees at this level. Peterson is an Equal Opportunity Employer/Affirmative Action Employer.

Peterson Power Systems, Inc. is committed to equal employment opportunity and affirmative action. Minorities, females, veterans, and individuals with disabilities are encouraged to apply. A drug screen and background check is required.