Supervisor - Product Support Field I

Position Summary

This position schedules and dispatches technicians, coordinates the field service functions for a specific group/area, and keeps daily field activities running smoothly. It 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.

Duties and Responsibilities

• Supervises, directs, motivates and leads technicians.
• Oversees day‑to‑day field service operations, ensuring work exceptions are understood and achieved while maintaining safe, efficient, and profitable results.
• Dispatches and schedules field technicians, shifting resources quickly for emergency calls or priority jobs.
• 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.
• Reviews injury and near‑miss reports, leads brief safety talks, and reinforces company safety rules.
• Opens work orders in the service system, verifies labor and parts entries, and addresses basic invoicing questions.
• Assists in troubleshooting and repair of equipment as needed, promoting timely repairs and coaching hourly employees.
• Answers phones, routes customer inquiries, and provides status updates on repairs.
• Coordinates parts pulls, checks tools in and out, and approves technician timecards for payroll.
• Monitors job progress, flags delays or parts shortages, and keeps the Service Manager informed.
• Maintains tidy work areas, ensuring shop housekeeping standards are met.
• Supports warranty paperwork, returns, and core tracking as needed.
• Continuously improves work processes to increase customer satisfaction, efficiency, profitability, and employee productivity, employing Six Sigma tools and techniques.
• Performs other tasks assigned by leadership to keep operations on track.

Supervisory Responsibilities

• Ensures compliance with established corporate standards.
• Oversees day‑to‑day operations of the unit.
• Reviews and evaluates the work and performance of reporting employees.
• Provides significant input regarding hiring and disciplining employees.

Position Requirements

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

Knowledge, Skills, and Abilities

• Strong initiative and ability to establish goals aligned with company objectives.
• Excellent 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 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.
• Working knowledge of the seven machine systems: Electrical/Electronics, Hydraulics, Power Trains, Air Conditioning, Brakes, Engine Performance, and Engine Repairs.
• Ability to work evenings and weekends.

Other Requirements

The employee works under limited supervision, acting independently on recurring assignments while supervision is available for unfamiliar situations. Responsibilities typically require modest creativity and latitude, with general instructions and established procedures. Errors may require moderate effort to identify and can have a moderate financial impact on the company. Duties and responsibilities may evolve based on business needs.