Dir, Operations

Job Purpose

Provide strategic leadership of Services Organization to drive product improvements, enhance product reliability, and improve overall customer satisfaction. You will be the customer facing account manager for Services involving management of field service teams and material support, across multiple customers. You will facilitate growth of OPACC by increasing Services revenue and profit.

Company Description

Progress Rail stands at the intersection of legacy and innovation-driving the future of rail with a pioneering spirit. Since its founding in 1983, the company has grown to become one of the world's largest and most trusted providers of railroad products, services, and technologies. Today, Progress Rail delivers a comprehensive portfolio of cost-effective solutions to railway customers around the globe. From the rails themselves to the EMD locomotives that ride them, the company's products are in operation across more than 100 countries-powering progress and connecting communities. In 2006, Progress Rail joined Caterpillar Inc., further strengthening its ability to lead the rail industry with cutting-edge technology, unmatched expertise, and a commitment to excellence. At Progress Rail, the team is not just building the future of rail-they are making history every day.

Education / Training

• Bachelor degree in a technical engineering discipline or equivalent training;
• MBA preferred.

Key Job Elements

• Develop & promote safe working environment for your staff and direct reports;
• Provide overall guidance and leadership of one or multiple customer accounts, as the main point of contact for all service, material, technical, and personnel related issues;
• Work closely with customer(s) as their go-to person for all customer facing issues, and quickly drive them to resolution and closure;
• Manage all day-to-day Field Service and Aftermarket activities for your respective accounts, including internal (PR) and external (customer) locations;
• Work closely with fleet program manager(s) to analyze data / failure Pareto's, and put together action plan for improvement and measurement / monitoring;
• Manage availability and reliability performance for your respective customer(s) / fleet(s);
• Working closely with Operations to understand all commissioning dates and support needed tied to internal financial performance targets;
• Provide warranty support as needed, including issue tracking in the correct respective system and escalating it to the proper owner for correction and closure;
• Support all modifications / fleet performance activities as identified through reliability improvement / engineering recommendations;
• Drive your Team toward all options for improving fleet performance activities;
• Work closely with all support functions (Manufacturing / Operations, Engineering, Supply Chain, Quality, Commercial, Finance, and Corporate) to ensure excellent customer service, including remedy and escalations;
• Drive profitable growth, including executing vision / plan / strategy as defined by our leadership team;
• Escalate all critical customer issues when needed for timely resolution
• Provide exceptional overall customer service to maintain / restore customer relations and credibility;
• Promote OEM material usage & coordinate material control, inventories, distribution & budgeting;
• Promote PRL recommended maintenance practices in fleet maintenance activities & represent PRL methodology to customers;
• Develop & maintain comprehensive training programs for your respective internal / external customers;
• Lead with an enterprise level mindset, and put our values in action … Integrity, Excellence, Teamwork, Commitment, and Sustainability.

Qualifications and Experience

• High level of technical locomotive product/performance knowledge and/or PRS business processes and procedures;
• High degree of knowledge of locomotive maintenance procedures;
• Leadership experience;
• High level of analytical ability;
• Creates & maintains an environment that enables all participants to contribute to their full potential;
• Appropriate interpersonal styles & communication methods to work effectively with business partners to meet mutual goals required;
• Excellent written & oral communication skills;
• High level of working knowledge of railroad practices;
• Demonstrated service/shop experience at railroad or manufacturing facility;
• High level of analytical ability where problems are unusual or difficult.

Preferred:

• Six Sigma Certification;
• Team Building Experience.

Essential and Physical Activities Functions

• Strength- May be required to lift up to 50 pounds to assist in shipping event‐related materials;
• Motion- Position requires standard repetitive motions and hand/eye coordination associated with normal office communications;
• Vision/Hearing Requirements- Required to use computer, read, and interpret orders, and communicate effectively with internal and external customers on the phone; frequent communications, including both talking and hearing;
• Work Environment- Position will typically be located in an office environment;
• Emotional Demands- Required to liaise with multiple levels within the organization, including senior leaders, managers, and production workforce; must be well‐spoken, able to manage multiple priorities and individual requests daily, with professional and supportive attitude;
• Safety- Position is primarily limited to general office safety requirements. Safety requirements may change based on field work (i.e., if visiting a facility or railroad) and would require the use of all relevant PPE and follow safety protocols.

EEO

Progress Rail is an Equal Opportunity Employer, including Veterans and Individuals with Disabilities.

Benefits

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance, and experience. Please note that salary is only one component of total compensation at Progress Rail.

• Competitive Salary
• 401(k) plan with up to 6% company match (no waiting period with immediate vesting)
• Medical/Dental/Vision/Life/Disability Insurance
• Supplemental Accident, Critical Care, and Hospital Insurance available along with an HDHP and HSA with seed money
• Flexible Spending Accounts
• Paid Vacation
• Paid Holidays
• Paid Time-Off (PTO)
• Employee Assistance Plan
• Education Assistance Program
• Employee Recognition Programs
• Site specific Production and Incentive Plans
• Site specific Step and Skill Level Wage Adjustment Plans
• Site Specific Relocation and Sign-on Bonus Programs
• Benefits eligibility varies by job position, full-time/part-time and regular/temporary status. The provisions of the plan documents control such benefits.

Subject to position, eligibility, and plan guidelines.

Job Category

Marketing, Sales and Service