CVA Service Supervisor

Gregory Poole•Garner, NC

About The Position

The CVA Service Supervisor oversees the daily operations of the Compressed Air Planned Maintenance Customer Support Agreement program. The role is responsible for 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 contracts, supports warranty administration, and prepares customer and operational reports. The position also manages expenses and operational targets, maintains equipment and service resources, and leads direct reports through hiring, coaching, training, performance management, and other personnel responsibilities. This job description is not intended to be all-inclusive. The supervisor may request and assign similar duties. Major modifications to the job role require Human Resources approval.

Requirements

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

Nice To Haves

Associate degree or bachelor's degree preferred.

Responsibilities

Coordinate contract planned maintenance services with internal and external customers, responding to inquiries and concerns in a timely manner.
Dispatch technicians to job sites daily and schedule follow-up work as needed.
Conduct periodic 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 planned 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 planned maintenance checklists, coordinating repairs and quotes with PSSRs as needed.
Ensure planned maintenance field trucks, vans, and tooling are properly maintained.
Coordinate planned maintenance technician training and maintain MSHA/OHSA certifications.
Contribute to departmental business plans, including planned maintenance specials or focus programs.
Maintain reporting systems to track benchmarks, maintenance costs, and manpower utilization for CVA/planned maintenance operations.
Manage expenses and take corrective action to meet financial targets and operational profitability goals.
Lead direct reports through interviewing, hiring, coaching, training, development, performance reviews, counseling, discipline, and dismissals.
Act as the primary liaison between planned maintenance service technicians, the Service Manager, and other departments.