Mining Field Service Supervisor

Mining Field Service Supervisor

Lead, supervise, and support mining field technicians at Western States Equipment.

• Supervises mining field technicians; performs annual performance reviews, oversees development plans, recommends compensation increases, administers discipline, and has authority to hire employees.
• Completes assigned technician’s annual performance appraisals on or before their anniversary dates.
• Functions as primary point of contact for customers seeking service work; answers and directs incoming service calls.
• Performs all sales functions (quotes, estimates, bids, etc.) for incoming phone calls and walk-in customers needing service work.
• Qualifies repair needs with the customer and collects necessary information to create accurate quotes or estimates.
• Works closely with Service Pricing Group to provide estimates or quotes in adherence with Customer Care Standards.
• Discounts shop labor rates to gain business as necessary.
• Meets typical annual target of 22% PAD (may vary year over year) for annual profitability of the team and the store.
• Works with field technicians to gain customer consent for quoted or estimated work prior to the repair.
• Meets final repair performance versus quoted amounts expectations of on or under quote.
• Manages marketing campaigns with Product Support Sales Representatives (PSSRs) to drive business into assigned areas.
• Coordinates service opportunities with PSSRs and other department sales representatives.
• Evaluates warranty, policy, and service update issues required for the particular machine being repaired.
• Gains customer consent to move forward with repair after presenting initial quote or estimate.
• Adds, deletes, or otherwise manages work order elements (segments, charge codes, job notes, etc.).
• Uses the service scheduling tool to schedule and maintain all aspects of the repair.
• Creates, maintains, and closes all work orders in Microsoft A/X.
• Coordinates with field technicians to ensure all job stories are accurately added to the work order before invoicing.
• Owns responsibility for the productivity of the assigned technicians.
• Measured by and held accountable for invoicing service calls according to WIP turns metric.
• Coordinates usage, rental, or purchase of special tooling needed for repair work.
• Provides frequent communication of service status, research, fact‑finding, resolution, and follow‑up of customer questions and concerns, and offers advice on replace versus repair options.
• Contacts the customer with any up‑sell items after input from the technician, gains consent, or directs the technician to proceed without the work.
• Discloses, credits, and re‑issues customer invoices as needed to ensure satisfaction.
• Makes internal policy decisions for the service department and works with other departments to allocate policy expenses to appropriate internal accounts.
• Meets break‑even goal for all goodwill and warranty decisions and variance of those accounts at year‑end.
• Approves employees’ work time and adjusts employee time on work orders as needed.
• Works directly with field technicians to ensure quality control measures are deployed.
• Works with centralized functions concerning warranty, goodwill, policy, technical communications, and other relevant items for timely completion of repair.
• Finalizes all repair work by contacting the customer, reviewing the invoice, and gaining consent to close.
• Follows up with customers post‑repair to gauge satisfaction.
• Adheres to all customer care standards.
• Advocates safety at Western States; adheres to and promotes all applicable safety policies, procedures, and standards.
• May train or support team members in strategic programs, projects, and initiatives.
• Works within and promotes corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

• Knowledge and use of Microsoft computer products or comparable systems required.
• Knowledge or ability to learn Microsoft AX, Infocast, and Sales Link.
• Proven conflict resolution skills.
• Proven skills in written and verbal communication, planning, organizing, leadership, and interpersonal relationship building.
• Ability to set and manage…