Field Service Supervisor

Team up with us as a Service Supervisor - Field Service, overseeing field service technicians and 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 customers 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 field service targets.
• Manages technician payroll.
• Manages Work In Progress (WIP) in accordance with 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 quotes pertaining to work orders and managing profit margins.
• Handles recruitment and retention of technician staff.
• Manages a large volume of phone calls, prioritizing service calls accurately and efficiently.
• Performs routine inspections of field service trucks for cleanliness and appearance.
• Sets up maintenance schedules for all service trucks and ensures proper paperwork is maintained.
• Ensures all service truck tooling meets standards and maintains a proper inventory of tooling.
• Proactively establishes effective relationships and supports others in achieving high performance.
• Studies schedules and estimates worker hour requirements for job completion.
• 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.

Supervisory Responsibilities

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

Requirements

• Minimum high school diploma or equivalent.
• Five years’ experience in a related industry, with a depth of knowledge in 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, 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.
• Empowered to make decisions directly affecting job duties and responsibilities.
• Ability to define problems, collect data, and establish facts.
• Ability to apply common sense understanding and deal with problems involving concrete variables in standardized situations.
• Must follow routine protocols and identify when they do not apply in specific situations.
• 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 (e.g., Cognos, Crystal Reports, Tableau).

Work Environment

• 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.
• Noise level in the work environment is usually quiet.
• Required travel up to 20%.
• This position is considered safety-sensitive.

Benefits

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