Gregory Poole Equipment Company
  • Raleigh, NC, USA
  • DOE
  • Salary
  • Full Time



This position manages the GPEC Planned Maintenance Customer Support Agreement (PM - CSA) program. By providing maximum financial performance, resource deployment and personnel development, while maintaining customer satisfaction.



  Customer Service:

  • Manage the performance of contract PM Services directly with internal and external customers.
  • Provide prompt response to customer needs.
  • Provide feedback to customer concerning machine problems identified as a result of the machine inspection or SOS testing.
  • Solicit machines hours periodically for scheduling purposes.
  • Resolve customer complaints directly or through the appropriate PSSR or Service Department.
  • Ensure timely and accurate invoicing for services performed



  • Ensure that PM Contracts are being administered and setup in GPAX Scheduled Services.
  • Establish job priorities, working with dispatcher to schedule daily job assignments for Field Service PM Technicians and the Service Shops.
  • Review Work in Progress report and monthly financial statements.
  • Submit monthly reports. (Truck mileage report, CSA per tech/per month)   
  • Review and close all PM contract service calls in a timely manner. Review work orders for accuracy and profitability.
  • Review PM Checklist for possible repairs needed and forward information to EM Services
  • Review weekly time card report for workload accuracy and managing overtime
  • Work with WIP Rooms and customers to gather Purchase Orders for services performed
  • Code vendor invoices for payment.
  • Recommend parts stockage levels to Inventory Control, as appropriate.
  • Develop pricing for non-CAT machine contract and individual PMs.
  • Manage truck maintenance and cleanliness.
  • Coordinate PM Technician training requirements with the Training Department for technical training and the Safety Director for MSHA Certification.
  • Serves as the liaison between the PM Service Department and other departments within the company.


Operational Leadership

  • Co-develops the annual PM Operating Budgets and Business Plans and reviews with the direct manager for any adjustments and final approval.
  • Maintains adequate reporting system to establish Benchmarks and tracks performance of PM business activity; i.e., tracks maintenance costs, equipment and manpower utilization, develops a process for request capital expenditures, and calculates Return On Assets (ROA).
  • Manages expenses to achieve financial targets by reviewing monthly P&L statements for accuracy and takes appropriate corrective actions to improve operational income/profitability.


Group Leadership

Provides daily and long-term leadership for the direct report associates to include but not be limited to the following activities:

  • Interviewing and Hiring
  • Coaching
  • Training and Developing
  • Performance Review evaluations
  • Counseling and Disciplining
  • Dismissing




Four year degree with one year work experience in accounting and/or technical/business college degree direct customer service work experience; or two year degree with two years related similar experience; or a high school graduate with three years related similar experience with one year of group leadership.


Work Experience:

(See above)


Must be able to work for long periods while seated. Must have ability to clearly communicate with customers on the telephone or in person. Good customer relations and a pleasant personality are essential.  Must be PC literate with an intermediate level skill with keyboard and word process software.


This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval. 

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


Gregory Poole Equipment Company
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