Field Service Supervisor

About the role

Directly supervises field service technicians and the daily operations of the Machine Field Service Department.

Responsibilities

• Manages in accordance with Safety First and Safety Starts with Me culture.
• Communicates and ensures a seamless transition of machine field service processes to each Customer and internal departments.
• Interprets company policies to workers and enforces safety & DOT regulations.
• Establishes or adjusts work procedures to meet schedules.
• Maximizes efficiency and truck utilization through effective communication and scheduling.
• Manages work order quality standards and technician responsibilities related to paperwork and reporting expectations.
• Manages technician group and resources to maximize efficiency, reduce operational costs, and meet targets for field service.
• Manages technician payroll.
• Manages WIP in accordance with Warren CAT operational goals.
• Reviews and manages technician performance in alignment with established Key Performance Indicators.
• Responsible for customer satisfaction metrics and corrective action plans when goals are not met.
• Establishes and maintains exceptional business relationships with Warren CAT’s customer base.
• Responsible for the sale or review of a quote as it pertains to a work order and managing profit margins within the work order.
• Responsible for recruitment and retention of technician staff.
• Handles a large volume of phone calls in a timely manner while making accurate and precise decisions regarding prioritizing of all service calls.
• Performs routine inspection of field service trucks for cleanliness and appearance.
• Responsible for setting up maintenance schedules for all service trucks along with paperwork.
• Ensures all service truck tooling is up to standards and maintains a proper inventory of all tooling.
• Proactively establishes effective relationships and supports others in achieving high performance.
• Studies schedules and estimates worker hour requirements for completion of job assignments.
• Performs on-call duties as assigned.
• Maintains a clean and organized work environment.
• Displays continuous respect, positive attitude, and teamwork to achieve department and company goals.

Requirements

• Minimum high school diploma or equivalent.
• Five years’ experience in a related industry, with a depth of knowledge pertaining to machine service issues, business accounting, and leadership.
• Prefer 2 years’ experience in a supervisory role in a service industry.
• Ability to read, comprehend, and interpret written instructions and procedures, business correspondence, and routine reports.
• Ability to write simple correspondence.
• Ability to understand and present information in one-on-one and small group situations to customers or employees of the organization.
• Empowered to make decisions directly affecting the ability to perform the above duties and responsibilities.
• Ability to define problems, collect data, and establish facts.
• Ability to apply common sense understanding and deal with problems involving a few concrete variables in standardized situations.
• Must be able to follow routine protocols as well as identify when the routines do not apply in a specific situation.
• Ability to develop priorities and adjust work plans to meet deadlines.
• Must be capable and willing to learn CAT DBS System, Lotus Notes System, and SIS.
• Thorough knowledge of MS Excel, Word, PowerPoint, and report writing applications, including but not limited to Cognos, Crystal Reports, and/or Tableau.

Benefits

Comprehensive benefits package including health, dental, vision, and life insurance.

Schedule

• Required travel up to 20%.
• This position is considered safety-sensitive.
• Performs on-call duties as assigned.

Work Environment

While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; and talk or hear. Occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The noise level in the work environment is usually quiet.