Field Service Supervisor

ESSENTIAL FUNCTIONS: * Supervises employees. Performs annual performance reviews, oversees the development and administration of employee development plans and recommends compensation increases. Administers discipline; 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 the repair needs with the customer and collects the necessary information needed to accurately create a quote or estimate of repair. * Works closely with Service Pricing Group to provide an estimate or quote to the customer 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 in partnership with Product Support Sales Representatives (PSSRs) that are designed to drive business into their assigned areas. * Works closely with PSSRs and other department's sales representatives (General Line, CAT Rental, Engine, etc.) to coordinate service opportunities in their assigned areas. * Evaluates all Warranty, Policy, and Service update issues that may be required for the particular type of machine being repaired. * Presents initial quote or estimate for work required to the customer and any ongoing changes to gain consent to move forward with the repair. * Duplicate * Adds, deletes or otherwise manages the different elements of a work order during the repair process, including: segments, charge codes, job notes, etc. * Uses the Service scheduling tool to schedule and maintain all aspects of the repair in the field and the shop specific to assigned team members and area. * Performs all necessary work functions in Microsoft A/X specific to the work order process by creating, maintaining and closing all work orders. * Coordinates with Field Technicians to ensure all job stories are accurately added to the work order prior to invoice * Owns responsibility for the productivity of the technicians assigned to the team. * Will be measured by and held accountable for invoicing service calls according to WIP turns metric. * Coordinates the usage, rental or purchase of special tooling needed to perform repair work. * Provides frequent communication of service status updates for each customer, as well as research, fact-finding, resolution and follow-up of customer questions and concerns so that nothing come as a surprise to the customers. Provides advice related to replace versus repair options. * Contacts the customer, after input from the Technician, with any up-sell items and explains the issue; then either gains consent to perform the work or directs technician to proceed without doing the work. * Discounts, credits and re-issues customer invoices as needed to ensure customer satisfaction * Makes internal policy decisions for the Service Department and will work with other departments to ensure the policy expenses from their areas are allocated to the appropriate internal accounts. * Meets the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year. * Approves employees' work time and adjusts employee time on work orders as needed * Works directly with Field Technicians to ensure quality control measures have been effectively deployed. * Works with centralized functions concerning warranty, goodwill, policy, technical communications and any other relevant items associated with timely completion of the repair. * Finalizes all repair work by contacting the customer, reviewing the invoice in detail, and gaining consent to close. * Follows up with customers post repair to gauge customer satisfaction * Adheres to all customer care standards. * Actively cares and advocates safety at Western States. Adheres to and promotes all applicable safety policies, procedures and standards. * May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives. * Works within and promote corporate vision, mission, and values of the organization. * Performs other duties as assigned. KNOWLEDGE SKILLS AND ABILITIES: * Knowledge and use of Microsoft computer products or other comparable systems required. * Knowledge or ability to learn Microsoft AX, Infocast, and Sales Link. * Proven conflict resolution skills. * Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building. * Ability to set and manage priorities. * Must be a self starter and able to work without supervision. * Consistent attendance. EDUCATION AND EXPERIENCE: * Proof of high school diploma or General Education Degree (GED). * Associates Degree from an accredited vocational school preferred. * Five years minimum experience working on heavy equipment required. Caterpillar environment with hydraulic, engine and power-train experience preferred. * Minimum of one year previous supervisory experience required. * Valid driver's license and acceptable driving record required. * Must be able to communicate (speak, read, comprehend, write in English). PHYSICAL CHARACTERISTICS: * Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting. * Must be able to lift 50 pounds. * Must be able to meet all safety requirements for applicable safety policies. This role is designated as safety-sensitive.

Created: 2024-11-08