Field Service Supervisor

The Service Supervisor – Field Service is responsible for directly supervising field service technicians and the daily operations of the Machine Field Service Department

• Manages in accordance with Safety First and Safety Starts with Me culture
• Communicate and ensure a seamless transition of the machine field service processes to each Customer and internal departments.
• Interprets company policies to workers and enforces safety & DOT regulations.
• Established or adjusts work procedures to meet schedules.
• Maximize efficiency and truck utilization through effective communication and scheduling.
• Manage work order quality standards and technician responsibilities related to paperwork and reporting expectations.
• Manage technician group and resources to maximize efficiency to reduce operational costs and meet targets for field service.
• Manage WIP in accordance with Warren CAT operational goals
• Review and manage technician performance in alignment with established Key Performance Indicators
• Responsible for customer satisfaction metrics and corrective action plans when goals are not met.
• Establish and maintain exceptional business relationship with Warren CAT’s customer base.
• Responsible for the sale or the review of a quote as it pertains to a work order and managing profit margins within the work order.
• Responsible for recruitment and retention of technician staff
• Handle a large volume of phone calls in a timely manner while making accurate and precise decisions regarding prioritizing of all service calls.
• Performs routine inspection of field service trucks for cleanliness and appearance.
• Responsible for setting up maintenance schedules for all service trucks along with paper work.
• Responsible for seeing that all service truck tooling is up to standards and a proper inventory of all tooling is kept and maintained.
• Pro-actively establish effective relationships and support others in achieving high performance
• Studies schedules and estimates worker hour requirements for completion of job assignment
• Perform on call duties as assigned
• Maintain a clean and organized work environment.
• Display 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

• Requires a minimum high school diploma or equivalent and five years’ experience in a related industry, as well as a depth of knowledge pertaining to 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 and 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 to customers or employees of the organization.
• Employee is empowered to make decisions directly affecting their ability to perform the above duties and responsibilities.
• Ability to define problems, collect data and establish facts. Ability to apply common sense understanding and deal with problems involving a few concrete variables in standardized situations. Must be able to follow routine protocols as well as identify when the routines do not apply in a specific situation.
• The position requires the 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 and PowerPoint and report writing applications, including but not limited to Cognos, Crystal Reports, and/or Tableau.

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