CCE Supervisor - Service Operations

Supervisor - Service Operations

The Supervisor-Service Operations position is responsible for managing all skilled service mechanics/technicians and support staff at the designated location. Assigns work and directs staff to ensure that safe, appropriate, and efficient repairs are performed. Interacts with customers and other supervisors regarding service progress.

Provides supervision over service operations, ensuring quality workmanship and adherence to company policies.

Thompson Machinery is a Caterpillar equipment dealer serving the middle and west Tennessee and northern Mississippi region. Since 1944, Thompson Machinery has been an industry leader, renowned for superior solutions, lasting relationships, and stronger communities. The company serves a broad range of customers in construction, forestry, mining, industrial, governmental, agricultural industries, as well as trucking, power generation, and marine businesses, offering a full equipment solution.

• High school diploma required; college and/or technical education preferred.
• Service Technician training and/or equipment service and maintenance training from accredited technical schools, equipment dealerships, or manufacturer factory training preferred.
• Five or more years of hands‑on equipment diagnostics and advanced troubleshooting experience working on Caterpillar construction equipment.
• Ability to work a flexible schedule, including nights, weekends, and on‑call hours as required.
• Demonstrated professionalism, integrity, adaptability, and a strong customer service focus.
• Sense of urgency, self‑initiative, and personal drive for success.
• Excellent communication skills.
• Must be able to travel as required for meetings and training (less than 15%).

• Assigns work within company facilities and at remote field locations, aiding technicians in prioritizing and locating field service customers.
• Coordinates contact with technicians to support parts availability and parts orders, timely completion of work orders, and development of work schedules.
• Interacts with individual and commercial equipment customers and with company Product Support leadership regarding service status.
• Conducts annual performance reviews for the assigned operational unit.
• Investigates and documents events of work‑related injury and/or property damages.
• Maintains effective work, vacation, and training schedules for assigned staff.
• Submits accurate time records related to work performed and/or hours worked.
• Responds to customer inquiries related to service.

• Knows and follows all Company and customer safety rules, including maintaining a safe, clean, and orderly work area, fully participating in Company accident prevention and safety improvement activities.
• Has the physical ability to wear personal protective equipment (PPE) as required by the job.

• Responds to all customer requests in a professional, courteous, timely, and responsive manner.
• Maintains a clean, professional personal appearance at all times, meeting all Company standards for professionalism.
• Keeps the Manager continually apprised to assist in answering customer questions and problems when necessary.

• Supports the organization's mission, vision, and values by exhibiting honesty, integrity, and respect while delivering high‑quality solutions and maintaining a positive attitude and a safe work environment.
• Accepts responsibility for mistakes or problems and maintains ownership of assigned tasks.
• Demonstrates a positive attitude and a high level of personal credibility and integrity with customers, management, and dealership co‑workers.
• Is dependable and consistently arrives at work on time when scheduled, fully ready to work.
• Maintains company and product confidentiality.
• Attends and participates in all meetings, trainings, and activities as required.
• Adheres to all Company policies and departmental procedures and rules.
• Performs all other duties as assigned.

• Maintains a clean, safe working environment.
• Communicates effectively, verbally and in writing.
• Must be honest, reliable, and dependable, and display a positive attitude.
• Must…