Supervisor - Product Support Field I

About the Role

This position schedules and dispatches technicians, coordinates field service functions for a specific group or area, and ensures daily field activities run smoothly. The role serves as the first line of support for customers and field personnel, focusing on safe, efficient work practices, accurate work-order handling, and prompt customer communication.

Responsibilities

• Supervise, direct, motivate, and lead technicians.
• Oversee day-to-day field service operations, ensuring work exceptions are understood and achieved while maintaining safe, efficient, and profitable results.
• Dispatch and schedule field technicians, shifting resources quickly for emergency calls or priority jobs.
• Coordinate daily field functions, emphasizing expected time and cost goals for all assigned jobs.
• Estimate and quote jobs, manage work in process, and oversee all work order functions.
• Review injury and near-miss reports, lead brief safety talks, and reinforce company safety rules.
• Open work orders in the service system, verify labor and parts entries, and address basic invoicing questions.
• Assist in troubleshooting and repairing equipment as needed, promoting timely repairs and coaching hourly employees.
• Answer phones, route customer inquiries, and provide status updates on repairs.
• Coordinate parts pulls, check tools in and out, and approve technician timecards for payroll.
• Monitor job progress, flag delays or parts shortages, and keep the Service Manager informed.
• Maintain tidy work areas, ensuring shop housekeeping standards are met.
• Support warranty paperwork, returns, and core tracking as needed.
• Continuously improve work processes to increase customer satisfaction, efficiency, profitability, and employee productivity using 6 sigma tools and techniques.
• Perform other tasks assigned by leadership to keep operations on track.

Supervisory Responsibilities

• Ensure compliance with established corporate standards.
• Oversee day-to-day operations of the unit.
• Review and evaluate the work and performance of reporting employees.
• Provide significant input regarding hiring and disciplining employees.

Requirements

• High-school diploma or GED required.
• 4+ years of construction or power equipment service and repair experience.
• Basic understanding of work-order, inventory, or ERP software (e.g., DBS, SAP, or similar).

Preferred Qualifications

• Trade-school coursework or associate degree in diesel technology, business, or a related field.
• 2 years of experience working on Caterpillar equipment.
• 1 year of experience leading a construction, power equipment, or product support operation.

Skills and Abilities

• Strong initiative and ability to establish and accomplish goals in alignment with company objectives.
• Strong verbal and written communication; able to relay information clearly to customers and technicians.
• Strong organizational skills and ability to juggle shifting priorities under time pressure.
• Basic computer proficiency in MS Office (Word, Excel, Outlook) and service-management systems.
• Customer-service mindset with a focus on quality, cost, and turnaround time.
• Commitment to safe work practices and attention to detail.
• Excellent mechanical abilities, demonstrated through diagnosing and repairing equipment.
• Excellent working knowledge of the 7 machine systems: Electrical/Electronics, Hydraulics, Power Trains, Air Conditioning, Brakes, Engine Performance, and Engine Repairs.
• Ability to work evenings and weekends.

Other Requirements

Works under limited supervision. Employee may act independently for recurring assignments, but supervision is readily available for unfamiliar situations or problems. Major responsibilities typically require a modest amount of creativity and latitude. Employee typically operates under general instructions with some established procedures and policies.

Errors in this position may require moderate effort to identify and can create a moderate financial impact on the company.

The duties and responsibilities outlined in this posting are not exhaustive and may evolve based on business needs.