Supervisor - Product Support Field I

Position Summary

This position schedules and dispatches technicians, coordinates the field service functions for a specific group/area, and keeps daily field activities running smoothly. The position serves as the first line of support for customers and field personnel. The role focuses on safe, efficient work practices, accurate work-order handling, and prompt customer communication.

• Supervises, directs, motivates and leads technicians.
• Oversee day-to-day field service operations, ensuring work exceptions are understood and achieved while maintaining safe, efficient, and profitable results.
• Dispatch and schedule field technicians, shifting resources quickly for emergency calls or priority jobs.
• Coordinate daily field functions, emphasizing the expected time and cost goal for all assigned jobs. Estimates and quotes jobs, manages work in process and oversees all work order functions.
• Review injury and near-miss reports, lead brief safety talks, and reinforce company safety rules.
• Open work orders in the service system, verify labor and parts entries, and address basic invoicing questions.
• Assist in the trouble shooting and repair of equipment as needed, promoting and supporting the timely repair of equipment and the coaching of hourly employee.
• Answer phones, route customer inquiries, and provide status updates on repairs.
• Coordinate parts pulls, check tools in and out, and approve technician timecards for payroll.
• Monitor job progress, flag delays or parts shortages, and keep the Service Manager informed.
• Maintain tidy work areas, ensuring shop housekeeping standards are met.
• Support warranty paperwork, returns, and core tracking as needed.
• Constantly improves work processes to increase customer satisfaction, efficiency, profitability and employee productivity and satisfaction. Understands and employs 6 sigma tools and techniques
• Perform other tasks assigned by leadership to keep operations on track.

• Ensures compliance with established corporate standards. Oversees day to day operations of the unit. Reviews and evaluates the work and performance of reporting employees. Has significant input regarding hiring and disciplining employees

• High-school diploma or GED required;
• 4+ years of construction/power equipment service and repair experience.
• Basic understanding of work-order, inventory, or ERP software (e.g., DBS, SAP, or similar).

• Trade-school coursework or associate degree in diesel technology, business, or a related field.
• 2 years of experience working on Caterpillar equipment
• 1 year of experience leading a construction/power equipment or product support operation.

• Strong initiative and the ability to establish goals and accomplish them in alignment with overall company objectives.
• Strong verbal and written communication; able to relay information clearly to customers and technicians.
• Strong organizational skills and the ability to juggle shifting priorities under time pressure.
• Basic computer proficiency in MS Office (Word, Excel, Outlook) and service-management systems.
• Customer-service mindset with a focus on quality, cost, and turnaround time.
• Commitment to safe work practices and attention to detail.
• Excellent mechanical abilities as demonstrated through daily work practices of diagnosing and repairing equipment
• Excellent working knowledge of the 7 machine systems; (Electrical/Electronics, Hydraulics, Power Trains, Air Conditioning, Brakes, Engine Performance, and Engine Repairs)
• Ability to work evenings and weekends

• Works under limited supervision. Employee may act independently for reoccurring assignments, but supervision is readily available for unfamiliar situations or problems.
• Major responsibilities typically require a modest amount of creativity and latitude. Employee typically operates under general instructions with some established procedures and policies.
• If an error is made while in this position, it will require moderate effort to identify the error and can create a moderate impact on the company financially.

The duties and responsibilities outlined in this posting are not exhaustive and may evolve based on business needs.

All Mac Allister Machinery companies are an Equal Employment Opportunity Employer, including Disabled and Veteran applicants.