Supervisor – Service Operations

Job Profile – The Supervisor – Service Operations position is responsible for managing all skilled service mechanics/technicians and support staff at the designated location. The supervisor assigns work, directs staff to ensure safe, appropriate, and efficient repairs, and interacts with customers and other supervisors regarding service progress.

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 supplies a broad range of customers in construction, forestry, mining, industrial, governmental, agricultural, trucking, power generation, and marine businesses.

• High school diploma required; college and/or technical education preferred.
• Service Technician training and/or equipment service and maintenance training through 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.
• Able 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 and self‑initiative, and the 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 assigned operational unit.
• Investigates & documents events of work‑related injury and/or property damages.
• Maintains effective work, vacation and training schedule 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, and fully participates in accident prevention and safety improvement activities.
• Must have the physical ability to wear Personal Protective Equipment (PPE) as required by the job.

• Responds to all customer requests in a professional and courteous, timely, and responsive manner.
• Maintains a clean, professional personal appearance at all times, meeting 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.
• 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.
• All other duties as assigned.

• Maintains a clean, safe working environment.
• Communicates effectively, verbally and in writing.
• Is honest, reliable, and dependable, displaying a positive attitude.
• Can work well under occasional pressure and within work standards and deadlines.
• Can work independently and/or with others in a team environment.
• Can work a standard five‑day schedule, including daily overtime and occasional weekend hours as needed.
• Meets all eligibility requirements to drive company vehicles and maintains current motor vehicle liability insurance.

• Passes a pre‑employment background check, physical exam including drug screen, and meets all physical requirements for the position.
• Can lift up to 20‑50 pounds occasionally.

Thompson Machinery offers competitive salaries and a complete benefits package.

Compensation for this position will be commensurate with the candidate’s experience and background.

Thompson Machinery is an equal opportunity employer:
Minorities/Women/Veterans/Disabled.

• Mid‑Senior level

• Full‑time

• Management and Manufacturing
• Machinery Manufacturing