Product Support Supervisor
Hawthorne Machinery
Product Support Supervisor
Hawthorne Machinery
Caterpillar heavy equipment dealer and service.
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.
POSITION SUMMARY: The Product Support Supervisor shall be responsible for driving services growth through leading and supporting the product support sales teams and the CVA Department. The incumbent is responsible for increasing customer satisfaction and parts and service sales volume, including the operations of the CVA Department, to levels consistent with our corporate strategic plan.
ESSENTIAL FUNCTIONS:
1. Manage the Product Support Sales Representatives (PSSR) at Hawthorne Power Systems and support other locations with corporate services growth initiatives for Marine, EPG, Industrial, AES and other segments.
2. Work closely with customers to support their needs and provide solutions. 3. Interface with Parts and Service teams on the implementation of all product support marketing and sales initiatives.
4. Engage with Caterpillar to develop go-to-market strategies.
5. Effectively supervise the PSSRs’ performance and their territory assignments.
6. Coach and develop PSSR's sales and customer service skills.
7. Manage quarterly PSSR scorecard and develop individual learning plans.
8. Develop annual product support sales targets and work with the respective teams to establish targets for each PSSR in alignment with corporate goals.
9. Gather, communicate and respond to market intelligence - develop solutions to counteract competitive activity and achieve business plan.
10. Coordinate and administer Caterpillar merchandising programs. Responsible for leveraging all of Caterpillar Parts and Service support programs to their fullest extent within the dealership.
11. Interface with the District Reps and Caterpillar in a way that optimizes their engagement and participation as it relates to supporting our goals.
12. Manage Caterpillar technology solutions to provide customers options for improved power management.
13. Work with Marketing to ensure we are actively marketing our programs and delivering Parts and Service products to our team and customers in a timely manner.
14. Oversees and direct all activities necessary to maintain a profitable and well-regarded CVA (Customer Value Agreement) operation.
15. Interfaces with customers.
16. Oversees the CVA technicians effectively by administrating performance reviews and disciplinary action when necessary.
17. Schedule performance and safety training for personnel within the department.
18. Support Product Support Sales Representative on proposals and customer relations.
19. Responsible for managing all projects within the CVA Department.
20. Provide support, when needed, to other departments within the Service Department.
21. Interfaces with the General Service Manager for preparing budgets, forecasting and promotional activities.
22. Will be sensitive to the needs the Sales Dept and Rental Division.
23. Will conduct any other duty deemed necessary by the General Service Manager and the Engine Business Manager.
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
1. Must have minimum of ten years of product support experience in the industry.
2. At least three years supervisory experience.
3. Ability and willingness to travel overnight.
4. Must have ability to communicate clearly, both orally and in writing.
5. Must have excellent interpersonal and customer service skills.
6. Must have a positive attitude and be a self-starter.
7. PC skills required (EXCEL, Word, etc.)
8. Must have a valid California Class C Driver License.
9. Must be organized and a good planner.
10. Ability to set and meet goals.
11. Must maintain a high standard of ethics and integrity.
12. Must possess a “team leadership style”. Team approach to sharing ideas and to mentoring subordinates; one who leads by example and demonstrates appreciation of team inputs and accomplishments.
PHYSICAL DEMANDS:
1. Walking and moving about on foot often up and down stairs.
2. Handling: Seizes, helps or works with hands
3. Lifting: Raises or lowers miscellaneous paperwork
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: Communicating by phone and in person
9. Sitting: Sits at desk for long periods of time
10. Climbing: Climb on and off earthmoving machines/engines.
ENVIRONMENTAL:
1. Noise: Works in conditions with constant or intermittent noise.
2. Temp/Weather: Works in both office and outdoor environment.
3. Exposure: Foul odors, fumes and harsh substances.
HERE’S WHAT WE OFFER…
Interested in joining the Hawthorne team? Check out our current available positions at:
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.
Caterpillar heavy equipment dealer and service.
Hawthorne Machinery Co. is a Caterpillar dealer serving San Diego and Pacific regions, offering sales of new and used equipment from Caterpillar and other brands, a large rental fleet, and comprehensive after-sales support including parts, service, and financing. Its products are used in construction, marine, power generation, paving, and waste management, with services like 24/7 field support, machine rebuilds, hydraulic repairs, and custom fabrication that keep equipment running. The company differentiates itself with a broad regional footprint, strong in-house service capabilities, a robust rental operation, and integrated financing and parts support, all backed by multi-generational family leadership. The goal is to be the trusted partner for customers needing reliable equipment, parts, and support while minimizing downtime and total ownership costs.
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