Field Service Supervisor

Cleveland Brothers Equipment Co•Turbotville, PA

About The Position

The Field Service Supervisor directs the Field Service Department and its employees in performing field equipment repairs and parts support, with the goal of providing customers efficient and cost-effective product-line support. The supervisor manages day-to-day department operations, customer service, employee development, repair scheduling, and department efficiency. The role also develops and manages relationships with customers, employees, sales staff, and other departments.

Requirements

Five years of hands-on supervisory experience in a field environment, demonstrating increasing responsibility and knowledge of Caterpillar product lines, or an equivalent combination of training and experience acceptable to the company.
Comprehensive knowledge of mechanical repair procedures and their application to equipment repair.
Thorough understanding of company and contract practices and policies related to workforce direction.
Significant ability to direct and schedule employees and their supervisors and support staff to achieve high productivity.
Strong written and verbal communication skills for conveying instructions.
Working knowledge of computer applications in a Windows-based environment.
Intermediate computer skills and proficiency with Microsoft Office, Lotus Notes, and DBSi.
Proven success in managing and developing staff.
Superior interpersonal and relationship-building skills.
Precise documentation, organization, and attention to detail.
Ability to manage day-to-day operations.
Ability to develop and manage relationships with customers, employees, salespeople, and internal departments.

Responsibilities

Supervise and develop department personnel.
Receive and respond to customer requests and inquiries about equipment repairs.
Help determine repairs needed and their timing.
Research information using literature and computer-based sources.
Assign and schedule equipment and personnel for shop repairs.
Assess employee performance, provide guidance, and recommend training as needed.
Foster positive employee and management relations and administer discipline when required.
Respond to customer questions about repair pricing and schedules, technical information, warranty coverage, equipment transportation, and related matters.
Discuss complex repair diagnoses and procedures with Technical Communicators, company personnel, or manufacturers.
Schedule repairs to address equipment downtime and accommodate customer needs.
Use computer systems and reference materials to research invoices, work orders, parts availability, repair procedures, flat-rate pricing, machine repair history, and warranty coverage.
Plan field repair schedules using available mechanics and service vehicles efficiently, while considering parts availability and delivery schedules.
Review work orders, requisitions, service reports, claim forms, bills of lading, and similar documents for accuracy.
Draft budget recommendations when requested.
Manage all aspects of the service department to deliver customer service and product support, improve efficiency, and increase productivity.
Perform other work-related duties as assigned.