Field Service Foreman, Power Systems

Western States Careers•Pocatello, ID

2d•Onsite

About The Position

This role is responsible for supervising employees, managing customer service interactions, coordinating repairs, and ensuring customer satisfaction within the power systems field service department. The Foreman acts as a primary point of contact for customers, qualifies repair needs, provides estimates, and oversees the repair process from initiation to completion. This position also involves sales activities to generate service business and requires adherence to safety policies and company values.

Requirements

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).
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.

Nice To Haves

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

Responsibilities

Supervises employees, including performing annual performance reviews, developing employee development plans, recommending compensation increases, and administering discipline.
Acts as the primary point of contact for customers seeking service work, answering and directing calls, and qualifying repair needs.
Collects necessary information from customers to create accurate quotes or estimates of repair.
Works closely with sales staff to provide estimates or quotes to customers in adherence with Customer Care Standards.
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 (telephone/cold 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 for work required to the customer and any ongoing changes to gain consent.
Manages elements of a work order during the repair process, including segments, charge codes, and job notes.
Uses the Service scheduling tool to schedule and maintain all aspects of the repair in the field and shop for assigned team members and area.
Ensures 90% productivity and efficiency targets for assigned technicians.
Coordinates the usage, rental, or purchase of special tooling needed for repair work.
Provides frequent communication of service status updates to customers, including research, fact-finding, resolution, and follow-up of customer questions and concerns.
Provides advice related to 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 to ensure customer satisfaction.
Makes internal policy decisions for the Department and works with other departments to ensure policy expenses are allocated appropriately.
Meets the break-even goal for all goodwill and warranty decisions.
Approves employees’ work time and adjusts employee time on work orders as needed.
Works directly with technicians to ensure quality control measures have been effectively deployed.
Works with centralized functions concerning warranty, goodwill, policy, technical communications, and other relevant items.
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 at Western States.
Adheres to and promotes all applicable safety policies, procedures, and standards.
Serves as a team member in support of Western States’ strategic programs, projects, and initiatives.
Works within and promotes corporate vision, mission, and values of the organization.
Performs other duties as assigned.