Equipment Foreman, Service

Western States Careers•Kimberly, ID

About The Position

The Equipment Foreman, Service supervises a service team and manages repair work to meet customer commitments, quality standards, promise dates, and profitability goals. The role assigns and monitors work, communicates repair status and schedule changes to the Service Advisor, manages shop expenses and assets, and coordinates special tooling. The foreman supports technicians with technical troubleshooting and quality control, oversees machine inspections, and works with Service Advisors on quoted repairs, upsell opportunities, warranty and goodwill decisions, and break-even goals. The role requires expert-level ability to troubleshoot, diagnose, and repair CAT machine systems, along with leadership, customer service, organizational, communication, and conflict-resolution skills. The position is safety-sensitive and requires adherence to company and applicable external safety policies. Physical work includes sitting, walking, standing, climbing stairs, reaching, pushing, pulling, leaning, twisting, lifting up to 60 pounds, and exposure to extreme temperatures.

Requirements

High school diploma or General Education Degree (GED).
At least five years of experience working on heavy equipment.
At least one year of prior management experience with customer service and P&L responsibility.
Expert-level specialization and demonstrated ability to troubleshoot, diagnose, and repair CAT machine systems.
Ability to lead and direct others, determine work priorities, and assign work.
Ability to prioritize workload with a focus on exceeding customer expectations.
Demonstrated organizational skills and customer service skills over the phone and in person.
Knowledge and use of Microsoft computer products or comparable systems.
Demonstrated conflict-resolution skills.
Demonstrated written and verbal communication, planning, organizing, leadership, and interpersonal relationship skills.
Ability to set and manage priorities; self-starter able to work without supervision.
Consistent attendance.
Valid driver's license and acceptable driving record.
Ability to speak, read, comprehend, and write in English.
Ability to sit for long periods and to walk, stand, climb stairs, reach, push, pull, lean, and twist.
Ability to lift up to 60 pounds and tolerate exposure to extreme temperatures.
Ability and willingness to comply with applicable safety policies, procedures, and standards; the role is designated as safety-sensitive.

Nice To Haves

Associate degree from an accredited vocational school.
Experience in a Caterpillar environment, including hydraulic, engine, and power-train experience.

Responsibilities

Supervise employees, conduct annual performance reviews, oversee employee development plans, recommend compensation increases, administer discipline, and exercise authority to hire.
Manage expenses and shop assets, including shop supplies, small tools, and environmental needs.
Meet the typical annual team and store profitability target of 22% PAD, which may vary year to year.
Communicate machine repair status to the Service Advisor verbally and in writing when necessary.
Use the Service scheduling tool to monitor and maintain repair work for assigned team members and area.
Monitor work in progress to meet customer promise dates, inform the Service Advisor of needed date changes, and adhere to 100% promise-date delivery.
Work with the Service Advisor to meet expectations for final repair performance at or below quoted amounts.
Coordinate use, rental, or purchase of special tooling needed for repairs.
Work with technicians to provide the Service Advisor with information for customer upsell opportunities.
Assign work to meet customer commitments and repair needs.
Approve employee work time and adjust employee time on service calls as needed.
Oversee pre- and post-repair machine inspections and quality control throughout the repair process; work with technicians to ensure quality measures are deployed and prevent rework from reaching customers.
Troubleshoot machines, inspect and operate machinery to locate problems, diagnose issues for quality control, and independently analyze failures and determine and repair their causes.
Use service manuals, SIS, and parts books to resolve technical issues, look up parts and machine information, confirm standard labor rates and machine settings, and set up work orders or answer customer inquiries.
Perform required tasks according to procedures and comply with company and applicable external safety policies, procedures, and standards.
Work with centralized functions on warranty, goodwill, policy, technical communications, and other matters needed for timely repair completion.
Work with the Service Advisor to meet break-even goals for goodwill and warranty decisions and manage year-end variance in policy and warranty accounts.
Adhere to customer care standards and actively advocate for safety.
May complete training and support the company's strategic programs, projects, and initiatives.
Promote the organization's vision, mission, and values, and perform other duties as assigned.