Supervisor - Product Support Field I

Responsibilities

• Identifies customer requirements and expectations, opening jobs, scheduling and managing work flow of the field.
• Coordination of logistical support for tooling, parts and delivery, and preparation of jobs for closing.
• Serves as operations leader with accountability for all service results such as safety, customer service, profitability, quality and turnaround time.
• Schedules work and coordinates daily field functions, emphasizing the expected time and cost goal for all assigned jobs.
• Estimates and quotes jobs, manages work in process and oversees all work order functions.
• Schedules all training, meetings, days off, and maintains maintenance schedule for all service trucks; minimizing service truck expenses.
• Communicates with customers, managers, suppliers and technicians to assure the optimum operation of the field and obtainment of profit goals.
• Ensures team faithfully adheres to the philosophy of Price, Quality and Turnaround so that internal and external customers develop a high degree of trust and respect.
• Affords timely follow-up and strong problem resolution skills to customers.
• Works with suppliers and Caterpillar staff.
• Supervises, directs, motivates and leads all Field Technicians including employee development; performance evaluations; compensation issues; paid time off; assessing skills and competencies; administering policy and procedures as it relates to the staff; coaching; mentoring and training to assure employee satisfaction and retention.
• Affords assistance in the trouble shooting and repair of equipment as needed, promoting and supporting the timely repair of equipment and the coaching of hourly employees.
• Maintains compliance with all safety policies, procedures, guidelines and laws as they pertain to staff and customers within the department premises.
• Improves work processes to increase customer satisfaction, efficiency, profitability and employee productivity and satisfaction.
• Understands and employs 6 sigma tools and techniques.
• Buys into a teamwork atmosphere and insures a high degree of employee satisfaction and productivity while holding individuals accountable for their actions.
• Interprets and reinforces the corporate culture, every day, with all staff and serves as a role model for the Department.
• Ensures all facilities and equipment are in excellent, safe operating condition.
• Communicates with Parts and Service Sales Representatives to proactively manage workload.

Qualifications

• Knowledge, skills and abilities typically acquired through a high school education or the equivalent with additional training preferred through a vocational school with studies in diesel technology.
• Minimum 5 years’ experience in diesel technology preferably with Caterpillar, and three years customer service experience or the equivalent.
• Excellent mechanical aptitude.
• Excellent customer service skills with a solid understanding of price, quality and turnaround; practicing and maintaining mutual expectations with customers on all three.
• Familiar with customer satisfaction efforts and metrics; works to improve them.
• Able to justify why a price is fair and reasonable.
• Insures customer maintains control over decisions that affect price.
• Able to exhibit a high level of customer sensitivity and provide consistently high customer satisfaction levels.
• Demonstrates strong communication skills; actively listens to employees and responds promptly, thoroughly and professionally to employee and customer requests, suggestions and complaints.
• Keeps co-workers informed about performance, direction and external environment.
• Able to educate and inform staff as a coach and mentor.
• Able to interpret and apply policies.
• Able to project professionalism with both internal and external customers, including personal appearance along with friendly, courteous treatment of peers, subordinates and customers.
• Able to achieve results using the DMAIC and/or RIW process within personal span of control.
• Able to analyze and interpret data, use benchmarks and take corrective action for the purpose of improving performance.
• Must have ability to interpret and apply warranties, policies, guidelines and laws.
• Excellent knowledge of the product market with a strong knowledge of the product and the Caterpillar influence.