Field Service Supervisor - Lift Truck

About the Role

Ring Power Corporation, a full-line Caterpillar dealer with headquarters in St. Augustine and operations across Florida and the Southeastern United States, is seeking a professional to oversee field service operations. This role ensures adherence to safety policies, manages customer service requests, and supports field technicians to maximize repair integrity and customer satisfaction.

Responsibilities

• Enforce all safety policies and procedures.
• Ensure acceptable truck condition, appearance, tool inventory, equipment, required service manuals, and safety items.
• Receive and process customer calls for field service repairs, securing authorization and necessary information.
• Keep customers updated on work status, including revised estimates.
• Open, segment, and print field service work orders and time cards.
• Assign job responsibilities to employees and ensure they know their assignments by starting time.
• Oversee all field operations and trace field work orders.
• Follow up on field service work orders and communicate with customers.
• Review field work orders for accuracy, approve, and forward to appropriate office personnel (Service Manager, Service Administrator).
• Provide technical advice to technicians to minimize service warranty and ensure repair integrity.
• Participate in branch service meetings.
• Conduct annual employee reviews with the Service Manager to assess progress and job classification.
• Make annual recommendations to the Service Manager for pay increases.
• Perform other duties as assigned.

Requirements

• High school diploma or GED.
• 3-4 years of relevant experience.
• Strong comprehension of written material and effective oral and written communication skills.
• Valid driver’s license.
• Proficiency in Microsoft applications.
• Extensive industry-specific equipment familiarity and service skills (highly desired but not required).
• Ability to adapt to changing job requirements and retrain every 3-5 years as needed.

Skills

• Safety: Fully supports and encourages safe work behavior, prioritizing safety in the workplace.
• Job-Specific Skills: Demonstrates mastery of job-specific knowledge and skills as outlined in the Learning Management System (LMS).
• Coaching and Mentoring: Inspires and empowers team members, providing feedback and guidance to achieve challenging goals.
• Communication: Uses active listening and clear communication to ensure information is understood and avoids surprises.
• Analytical: Uses a logical approach to break down complex tasks, evaluate alternatives, and identify root causes.
• Planning and Organizing: Creates realistic schedules, prioritizes tasks, and adjusts plans based on input.
• Initiative: Takes action without direction, seeks input, and makes timely decisions in ambiguous situations.
• Customer-Oriented: Demonstrates concern for customer satisfaction, addresses concerns promptly, and maintains a positive manner.
• Adaptability: Adjusts to changing business needs and recovers quickly from setbacks.
• Self-Aware: Understands personal strengths, weaknesses, and the impact of behavior on others.

Working Environment

• Stress Load: Regular exposure to stress (20-80% of the time).
• Workload Fluctuation: Frequent changes in priorities, complexity, and quantity of work.
• Work Schedule: Typically performed during regular business hours with occasional nights, holidays, and weekends.
• Physical Demands:
  • Frequently: Standing, walking, sitting, repetitive motion, talking, hearing, grasping, fingering.
  • Occasionally: Climbing, balancing, stooping, kneeling, crouching, crawling, reaching, pushing/pulling/lifting up to 50 lbs.
• Environmental Conditions:
  • Constantly: Inside conditions with protection from weather but not temperature changes.
  • Not applicable: Extreme cold/heat, noise, vibration, hazards, atmospheric conditions, oils, or air particulates/contaminants.