Equipment Foreman, Service

Western States Equipment•Kimberly, ID

About The Position

The Equipment Foreman, Service supervises service employees and oversees repair work to ensure customer commitments, quality, safety, and profitability goals are met. The role assigns and monitors work, manages shop expenses and assets, coordinates special tooling, and communicates repair status and schedule changes to the Service Advisor. It also supports quoting and upsell opportunities, repair performance against quoted amounts, warranty and goodwill decisions, and customer care standards. The foreman provides expert-level troubleshooting, diagnosis, and repair of CAT machine systems, including independent failure analysis and quality control. The role uses service manuals, SIS, parts books, and computer systems to resolve technical issues, create or support work orders, and respond to customer inquiries. This position is safety-sensitive and requires compliance with company and applicable external safety standards.

Requirements

High school diploma or GED required; proof of completion is required.
At least five years of experience working on heavy equipment.
At least one year of prior management experience, including customer service and P&L responsibility.
Valid driver’s license and acceptable driving record.
Ability to speak, read, comprehend, and write in English.
Expert-level specialization and demonstrated ability to troubleshoot, diagnose, and repair all CAT machine systems.
Ability to lead and direct others, determine work priorities, and assign work.
Ability to prioritize workload with customer expectations in mind.
Proven organizational skills and customer service skills in person and over the phone.
Knowledge and use of Microsoft computer products or comparable systems.
Proven conflict-resolution skills.
Proven written and verbal communication, planning, organizing, leadership, and interpersonal relationship-building skills.
Ability to set and manage priorities; self-starter able to work without supervision.
Consistent attendance.
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.
Ability to work with exposure to extreme temperatures.

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, including shop assets such as supplies, small tools, and environmental needs.
Meet the typical annual team and store profitability target of 22% PAD, which may vary year over year.
Communicate machine repair status verbally and in writing to the Service Advisor.
Use the Service scheduling tool to monitor and maintain repair activity in the shop for assigned team members and area.
Monitor work in progress to meet customer promise dates, advise the Service Advisor of needed updates, and adhere to 100% promise-date delivery.
Work with the Service Advisor to meet final repair performance expectations at or under quoted amounts.
Coordinate the usage, rental, or purchase of special tooling needed for repairs.
Work with technicians to provide the Service Advisor with information needed for customer upsell quotes.
Assign work to meet customer commitments and repair needs.
Approve employee work time and adjust employee time on service calls as needed.
Oversee machine pre- and post-inspections and quality-control measures throughout the repair process.
Work directly with technicians to ensure quality-control measures are effectively deployed and prevent rework from reaching customers.
Bill out 50% of time to revenue-generating jobs.
Troubleshoot, inspect, operate, diagnose, and repair machinery; perform independent failure analysis to identify and repair causes of failure.
Use service manuals, SIS, and parts books to address technical issues, look up parts and machine information, consult standard labor rates and machine settings, set up work orders, and respond to customer inquiries.
Perform required tasks in accordance with procedures and follow company and applicable external safety policies and standards.
Work with centralized functions on warranty, goodwill, policy, technical communications, and other matters related to 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 promote Western States’ safety policies, procedures, and standards.
May complete training and support Western States strategic programs, projects, and initiatives.
Promote and work within the organization's vision, mission, and values.
Perform other duties as assigned.