EPG Field Service Supervisor - Power Systems

Wagner Equipment • El Paso, TX

22h • Hybrid

About The Position

The Field Service Supervisor is responsible for the efficient operation of contract field service technicians and CA technicians. Field Service Supervisor shall also make recommendations to the Field Service Manager with respect to overall departmental activities in a manner that reflect the company’s vision of working as “One Professional Team”.

Requirements

• High School Diploma or GED
• 1+ Year’s Supervisory/Management experience
• 1+ Year’s Technical or Mechanical Experience
• 3+ Year’s Customer Service Experience
• Intermediate knowledge of CRM/Sales Link
• Intermediate knowledge of Service Link/SIS Web
• Advanced knowledge of DBS
• Standing, walking, talking, sitting, use of hands & hearing
• Sedentary work that includes lifting and/or moving objects up to 25 pounds or more
• Data Entry, telephone, reading/writing, reasoning, organizational, communication & math skills
• Basic Knowledge of Microsoft PowerPoint
• Intermediate knowledge of Microsoft Word, and Outlook
• Intermediate knowledge of CRM/Sales Link
• Intermediate knowledge of DSI/SIS Web/STW
• Advanced knowledge of DBS

Nice To Haves

• Basic understanding of the Caterpillar equipment line.

Responsibilities

• Oversees all assigned technician direct reports.
• Works closely with office staff to improve and maintain processes and procedures.
• Will work closely with office to efficiently open, close and invoice work orders.
• Works with Coordinators on PIP completion to meet Caterpillar standards.
• Oversees warranty work order preparation and completion from technicians.
• Technician Supervisors will be made available for their direct reports that are on call.
• Maintains and executes good housekeeping and safety in work areas.
• Supervisor will be first point of contact for accidents and will ensure all forms are filled out and submitted in a timely manner.
• Works closely with Coordinators on achieving CAT standards for on-time completion.
• Works with Fleet Department to ensure DOT/CDL compliance.
• Will work with Risk Management to ensure supervisor and direct reports have an updated tool inventory or have declined it. Supervisor will need to keep a current copy on hand as well.
• Collaborates with Parts Admin/ Parts Clerk to execute and fulfill back orders in a timely manner.
• Maintain meaningful relationship with internal and external customers.
• Assist coordinators with scheduling and dispatching technicians.
• Ensure purchase orders are received before scheduling service work.
• Act as first point of contact for customer disputes.
• Ensuring the highest possible customer satisfaction because of job quality, timing of invoice, correctness of invoice, etc. No surprises for our customers.
• Ensuring the technicians have at least the minimum safety training, PPE, tooling, etc. for the job they are performing, and preferably extra safety training, PPE, tooling, etc.
• Creating technician development plans that are in alignment with the technicians’ goals and aspirations.
• Ensure the technician is working as efficiently as possible, i.e. making sure they have the correct tooling, the correct parts, etc. right when they need them.
• Basic understanding of the Caterpillar equipment line.
• Will work with the Service Manager on meeting or exceeding Service Excellence metrics.
• All other duties as assigned by manager.
• Direct Reports: Field Service technicians assigned to supervisor.
• Work closely with manager to complete timely performance reviews for direct reports.
• Writing quality reviews for the technicians with the goal being no surprises and the reviews are completed on or before their due date.
• Growing the service you are responsible for.
• Leadership training and training on service financials, service excellence metrics, etc.
• Assists manager in hiring and training Field Service Technicians.

Benefits

• Paid Time Off (PTO) Plan - Up to 96 hours of PTO in your first year + 8 company paid holidays
• Medical, dental, and vision insurance
• Life and AD&D Insurance
• Retirement Plans - 401K and Roth 401K, eligible employees can receive a company contribution up to 7%
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• CEFCU - Employees have access to services include payroll deductions savings, accounts, loans, VISA card, and more.
• Supplemental life Insurance, Critical Illness + Accidental Insurance, ID WatchDog and discounted employee phone plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED