CVA Service Supervisor

Gregory Poole Equipment Company•Garner, NC

About The Position

The CVA Service Supervisor oversees the daily operations of the Compressed Air Planned Maintenance Customer Support Agreement program. The position focuses on financial performance, contract growth, resource deployment, personnel development, and customer satisfaction. The supervisor coordinates planned-maintenance services with customers and internal teams, dispatches technicians, manages service calls and contract administration, and supports reporting, warranty tracking, vendor invoices, parts consignments, and customer reports. The role also coordinates technician training and equipment readiness, monitors operational benchmarks and costs, and manages expenses to support financial and profitability goals. The position provides daily and long-term leadership for direct reports, including hiring, coaching, training, performance reviews, counseling, discipline, and dismissals. It also serves as a liaison among PM service technicians, the Service Manager, customers, and other departments.

Requirements

High school graduate.
1–4+ years of work experience, depending on education.
At least 1 year of group leadership experience.
Intermediate PC skills, including keyboarding, word-processing software, and Excel.
Excellent customer relations skills and a pleasant personality.
Ability to communicate clearly with customers by telephone, in person, and via email.
Ability to work for long periods while seated.

Nice To Haves

Associate degree or bachelor's degree.

Responsibilities

Coordinate contract preventive-maintenance services with internal and external customers, ensuring timely responses to inquiries and concerns.
Dispatch technicians to job sites daily and schedule follow-ups as needed.
Conduct customer satisfaction surveys and provide feedback on equipment or system issues identified during inspections or SOS testing.
Resolve customer complaints or escalate them to the appropriate PSSR or Service Manager.
Liaise with OEM warranty groups and ensure warranty tracking, registrations, and recoveries.
Maintain and close service calls, reviewing them for accuracy, profitability, and timely completion.
Assist Contract Specialists with new contracts, renewals, and pricing for preventive-maintenance service inspections.
Review scheduled services and work in process to create daily schedules and reporting updates.
Verify and approve technician time entries and manage third-party portals and Cat Inspect service platform submissions.
Manage vendor invoices and parts consignments, and recommend stocking levels in coordination with Inventory Control.
Generate customer reports, including Excel spreadsheets, as required by contracts.
Review fluid analysis reports and preventive-maintenance checklists, coordinating repairs and quotations with PSSRs as needed.
Ensure preventive-maintenance field trucks, vans, and tooling are properly maintained.
Coordinate preventive-maintenance technician training and maintain MSHA/OHSA certifications.
Contribute to departmental business plans, including preventive-maintenance specials or focus programs.
Maintain reporting systems to track benchmarks, maintenance costs, and manpower utilization for CVA/PM operations.
Manage expenses and take corrective actions to meet financial targets and operational profitability goals.
Lead direct reports, including interviewing, hiring, coaching, training, development, performance reviews, counseling, discipline, and dismissals.
Act as the primary liaison between PM service technicians, the Service Manager, and other departments.