Field Service Supervisor
Company: Western States Equipment Co
Posted on: November 2, 2019
The Field Service Supervisor manages the customer repair process,
including the oversight, management and coordination of service
work, and is the primary customer contact through the life of the
repair. This role is also responsible for the growth and
development of assigned technicians. Five years experience working
on heavy equipment and one year previous supervisory experience is
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
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
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.
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
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
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
Adheres to all customer care standards.
Actively cares and advocates safety at Western States. Adheres to
and promotes all applicable safety policies, procedures and
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
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
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.
EDUCATION AND EXPERIENCE:
Proof of high school diploma or General Education Degree (GED).
Associates Degree from an accredited vocational school
Five years minimum experience working on heavy equipment required.
Caterpillar environment with hydraulic, engine and power-train
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
Must be able to sit for long periods of time along with walking,
standing, climbing stairs, reaching pushing, pulling, leaning and
Must be able to lift 50 pounds.
Must be able to meet all safety requirements for applicable safety
Equal Opportunity Employer/Protected Veterans/Individuals with
The contractor will not discharge or in any other manner
discriminate against employees or applicants because they have
inquired about, discussed, or disclosed their own pay or the pay of
another employee or applicant. However, employees who have access
to the compensation information of other employees or applicants as
a part of their essential job functions cannot disclose the pay of
other employees or applicants to individuals who do not otherwise
have access to compensation information, unless the disclosure is
(a) in response to a formal complaint or charge, (b) in furtherance
of an investigation, proceeding, hearing, or action, including an
investigation conducted by the employer, or (c) consistent with the
contractor s legal duty to furnish information. 41 CFR 60-1.35(c)
Keywords: Western States Equipment Co, Meridian , Field Service Supervisor, Other , Meridian, Idaho
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