AddressWesTrac is an equipment solutions company and one of the world's leading Caterpillar Dealerships with a rich history of supporting thousands of customers across the mining and construction industries in Australia. At WesTrac our primary focus is our people. We know that our success is the result of more than 4,000 talented people working together to achieve amazing outcomes.
About the Role
The Operations Support WIP (Work in Progress) Supervisor is responsible for the day-to-day management and governance of WIP and customer invoicing. Based in Guildford working on a 5/2 roster, the role specifically provides resolution to high-level, escalated work orders, and those that require escalation to Caterpillar. The role should focus on providing a fit-for purpose centralised service model which is strategically aligned to the needs of the business. The role requires effective communication and collaboration with internal stakeholders to ensure consistent achievement of key deliverables.
The role should also serve to monitor, streamline, and optimise the team’s work practices and develop a collaborative and supportive work culture. This includes supervising, coaching, and mentoring the WIP and Customer Coordinators whilst monitoring the overall performance of the team.
ROLE ACCOUNTABILITIES
- Supervise, coach and mentor the Regional WIP Coordinators and oversee the development, training and succession planning of the team. This includes undertaking performance reviews and structure reviews under the authority of the Operations Manager – Regional, and in consultation with the P&C team.
- Assist Regional branches with service work orders as per WesTrac policy and procedures to ensure requirements are achieved within agreed strategy timeframes and approved quote where applicable.
- Manage product warranty claims within WesTrac and Caterpillar policies and procedures and provide appropriate recommendations for claims.
- Resolve escalations from Regional WIP Coordinators and stakeholders; answer questions regarding business process or tasks and ensure consistency and standardisation of process and deliverables. Ensure the team is delivering timely, accurate and valuable services.
- Manage and control goodwill claims to ensure commercial support is recovered from Caterpillar for product issues, and act as the key point of contact to ensure product problem support claims are managed correctly across internal stakeholders and Caterpillar.
- Build and maintain effective communication channels with key stakeholders across the business. Develop business cases for any intended changes and ensure the appropriate change management process is followed; for instance, plan for transition of personal, systems and training activities.
Requirements for the role
- 7+ Years in OEM product solutions, preferably at least 3 years at a Supervisory or Managerial level
- Relevant Business Administrative or trade qualifications at tertiary level,
- A Bachelor’s degree in a related field (Business, Commerce) can be advantageous but is not mandatory.
- Caterpillar Systems, Parts and Product knowledge.
- In-depth knowledge of operations management principles, business process improvement methodologies, and project management techniques.
- Knowledge of relevant industry regulations and compliance requirements (HSEQ, Finance, Legal)
What we offer:
- Opportunity to get a $3,000 referral bonus as part of our Recommend and Spend program
- Unrivalled training and development via The WesTrac Institute
- Family-friendly, Perth-based rostered work - Stay home every night
- Fantastic team environment and inclusive work culture
- Made for More Rewards program with discounts at retailers like Woolworths, Caltex, Apple, Crown, Qantas and many more
- Discounted health insurance, income protection insurance, and salary sacrifice options
If you are interested in taking your career to the next level with WesTrac click the ‘Apply’ button today!
WesTrac Pty Ltd is committed to achieving a diverse and engaged workforce. We are an equal opportunity employer and encourage applications from female, Aboriginal and Torres Strait Island candidates.
WesTrac is an endorsed employer for women via WORK180 - who have reviewed our policies, processes, and initiatives to certify that we are an organisation that supports diversity, inclusion and equality”
Job Req:2325
