Field Service Foreman, Power Systems

Western States Equipment•Pocatello, ID

2d•Onsite

About The Position

This role is designated as safety-sensitive. The Field Service Foreman, Power Systems will supervise employees, perform annual performance reviews, oversee employee development plans, and recommend compensation increases. This position functions as the primary point of contact for customers seeking service work, answering and directing calls, qualifying repair needs, and collecting information for quotes or estimates. The Foreman will coordinate with sales staff, manage rental and loaner machines, and ensure adherence to labor rates and times. They will also make sales calls to generate service business, handle warranty and policy issues, and manage work orders. Scheduling and maintaining repair aspects using the service scheduling tool, ensuring technician productivity, and coordinating special tooling are key responsibilities. The Foreman will provide frequent communication on service status, research customer concerns, and offer advice on repair versus replace options. They will also work with the Engine sales team on up-sell items, manage customer invoices, make internal policy decisions, and approve employee work time. Quality control with technicians and collaboration with centralized functions for warranty and technical communications are essential. The role involves finalizing repair work, following up with customers post-repair, adhering to customer care standards, and actively promoting safety and the company’s vision, mission, and values.

Requirements

Knowledge and use of Microsoft computer products or other comparable systems required.
Knowledge or ability to learn DBS, Infocast, and Sales Link.
Proven conflict resolution skills.
Proven skills in written and verbal communications, planning, organizing, leadership, and interpersonal relationship building.
Ability to set and manage priorities.
Must be a self-starter and able to work without supervision.
Consistent attendance.
Proof of high school diploma or General Education Degree (GED).
Three years experience in the electric power generation or industrial engine industry.
Minimum of one year previous supervisory experience required.
Valid driver’s license and acceptable driving record required.
Must be able to communicate (speak, read, comprehend, write in English).

Nice To Haves

Associates Degree from an accredited vocational school preferred.
Caterpillar experience preferred.

Responsibilities

Supervises employees, performs annual performance reviews, oversees employee development plans, recommends compensation increases, administers discipline, and has the authority to hire employees.
Functions as the primary point of contact for customers seeking service work, answering and directing calls.
Qualifies repair needs with customers and collects necessary information for quotes or estimates.
Works closely with sales staff to provide estimates or quotes to customers.
Coordinates rental and loaner machines for customers with extended equipment repairs.
Works with technicians to gain customer consent for quoted or estimated work prior to repair.
Ensures adherence to labor rates and times as quoted to customers.
Works closely with sales representatives to coordinate service and sales opportunities.
Makes sales calls to customers to generate service business.
Engages in all Warranty, Policy, and Service update issues for equipment being repaired.
Presents initial quotes or estimates to the customer and any ongoing changes to gain consent.
Manages work order elements (segments, charge codes, job notes) in conjunction with the Service Administrator.
Uses the Service scheduling tool to schedule and maintain all aspects of repair for assigned team members and areas.
Ensures 90% productivity and efficiency target for assigned technicians.
Coordinates the usage, rental, or purchase of special tooling needed for repair work.
Provides frequent communication of service status updates, researches and resolves customer questions and concerns, and offers advice on replace versus repair options.
Contacts the Engine sales team with any up-sell items and explains the issue.
Discounts, credits, and re-issues customer invoices as needed for customer satisfaction.
Makes internal policy decisions for the Department and works with other departments to allocate policy expenses.
Meets break-even goals for goodwill and warranty decisions.
Approves employees’ work time and adjusts employee time on work orders.
Works directly with technicians to ensure quality control measures are deployed.
Works with centralized functions concerning warranty, goodwill, policy, and technical communications.
Finalizes all repair work by contacting the customer, reviewing the invoice, and gaining consent to close.
Follows up with customers post-repair to gauge customer satisfaction.
Adheres to all customer care standards.
Actively cares for and advocates safety, adhering to and promoting all applicable safety policies, procedures, and standards.
Serves as a team member in support of the organization’s strategic programs, projects, and initiatives.
Works within and promotes the corporate vision, mission, and values of the organization.
Performs other duties as assigned.