Technical Service Supervisor

Technical Service Supervisor 2

Department: Power Systems Division (PSD)

Employment Type: Full Time

Location: Longview PSD

Reporting To: Michael Vance

This position is responsible for managing and dispatching field technicians related to any of the specialized jobs normally managed within Technical Service (Machine or Power Systems Division), which includes CAT Field Follow, Service Letters, Field Service support, CAT Special Projects, Asset Technology support, and HOLT Rental Fleet requests from Condition Monitoring Analysts. This role will also provide direction and support to the Technical Services Department while collaborating with key stakeholders throughout the organization to support the overall business.

The incumbent will review and recommend cost‑effective solutions to indicate product health issues on a machine‑by‑machine basis, dispatch assigned service technician(s), and resolve fleet repair issues. In addition, the Technical Service Supervisor will prioritize and schedule work with customers, manage the work order processes necessary to invoice and account for repairs.

The incumbent in this position is expected to model the following practices on a daily basis:
1) Demonstrate alignment with the company’s mission and core business values;
2) Collaborate with key internal/external resources;
3) Participate in ongoing self‑development.

• Hires, develops, evaluates, and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS)
• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Collaborates with leadership to develop strategies and implement procedures that support key departmental goals that ensure satisfaction of our products to our customers
• Manages Service Letters and ensures proper invoicing to customers and timely filing of claims in order to maximize claim recovery
• Models collaborative problem solving and personal influencing skills to ensure that service activities are aligned with the overall business plan
• Reviews monthly operations statements to assess progress on applicable business goals and provides recommendation improvements that increase profitability while keeping alignment with organizational goals
• Monitors the assigned truck fleet and ensures proper maintenance and repairs are completed and recorded on time according to manufacture schedules
• Ensures all daily truck inspections are completed and all trucks are maintained in accordance with HOLT policies for cleanliness and safety guidelines
• Researches technical information to support solutions to product health issues indicated by condition monitoring inputs
• Collaborates with technical communicators and manager to develop acceptable solutions to product health issues
• Dispatches service technicians to rectify rental fleet product health issues in a timely and cost effective manner
• Influences and motivates team members to use HOLT’s Values Based Leadership (VBL) tools ensuring Legendary Customer Service with all services they deliver
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards and influences team members to do the same
• Performs annual performance reviews with direct reports and demonstrates ability to establish goals and objectives for direct reports that are in line with departmental and company values and objectives
• Performs other duties as assigned

• Strong technical aptitude and understanding of applicable equipment
• Expert knowledge of CAT models/machines and safe operation procedures, maintenance practices, and troubleshooting of hydraulic, electrical and electronic systems
• Demonstrated advanced working knowledge of HOLT CAT service operations, Diagnostic Programs (CAT STW, SiS and ET, Remote Services), and Dealer Business System (DBS)
• Strong computer and software knowledge, including Microsoft Office products
• General mathematical skills to include basic adding, subtracting, multiplication and…