Electrical Solutions Field Service Supervisor

Cleveland Brothers Equipment Co • Lower Paxton Township, PA

3d

About The Position

The Electrical Solutions Field Service Supervisor leads operations for the Electrical Services Division and directs the Field Service Department and its employees in carrying out field repairs and parts support for equipment. The position aims to provide customers with efficient, cost-effective product-line support.

The supervisor manages and develops personnel, responds to customer requests about equipment repairs, helps determine repair needs and timing, researches technical and operational information, and schedules people and equipment for service work. The role also supports staff performance and training, employee relations and discipline, customer communications, complex repair diagnosis, downtime planning, field work scheduling, and the accuracy of service and financial documentation. The position is responsible for customer service, product support, relationships with customers and internal stakeholders, day-to-day operations, and continued improvement of department efficiency.

Requirements

• Five years of hands-on supervisory experience in a field environment, demonstrating increased responsibility and knowledge of Caterpillar product lines, or an equivalent combination of training and experience acceptable to the company.
• Comprehensive knowledge of mechanical repair procedures and their application to equipment repair.
• Thorough understanding of company and contract practices and policies related to workforce direction.
• Ability to direct and schedule personnel and supporting resources to achieve high productivity.
• Strong written and verbal communication skills for conveying instructions.
• Working computer skills in a Windows-based environment; intermediate computer skills.
• Proficiency with Microsoft Office software, Lotus Notes, and DBSi.
• Ability to manage and develop staff, with strong interpersonal and relationship-building skills.
• Precise documentation habits, organization, and attention to detail.
• Ability to manage day-to-day operations and improve efficiency.

Responsibilities

• Supervise and develop department personnel.
• Receive and respond to customer requests or inquiries about equipment repairs.
• Assist in determining needed repairs and repair timing.
• Research information using literature and computer-based sources.
• Assign and schedule equipment and personnel for shop repairs.
• Assess employee performance, provide guidance, and recommend training as needed.
• Foster positive employee-management relations and administer discipline when required.
• Respond to customer calls regarding repair prices and schedules, technical information, warranty contracts, equipment transportation, and related issues.
• Discuss complex repair diagnoses or procedures with Technical Communicators, company personnel, or the manufacturer.
• Address equipment downtime concerns by scheduling repairs at times convenient for customers.
• Use computer systems and reference materials to find information on invoices, work orders, parts availability, repair procedures, flat-rate pricing, machine repair history, and warranty coverage.
• Develop field repair schedules that use available mechanics and service vehicles cost-effectively while accounting for parts availability and delivery schedules.
• Review work orders, requisitions, service reports, claim forms, bills of lading, and other documents for accuracy.
• Draft budget recommendations when requested.
• Provide customer service and product support through management of the service department.
• Develop and manage relationships with customers, employees, salespeople, and other company departments.
• Manage day-to-day operations and contribute to continued improvements in department efficiency.
• Perform other work-related duties as assigned.

Benefits

• Medical, dental, vision, and life insurance.
• 401(k) match.
• Short- and long-term disability coverage.
• Health savings account.
• Paid time off (PTO).
• Profit Sharing Account.
• Career advancement opportunities across the company’s locations and divisions.
• Job security with an established organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed