Field Service Supervisor

Ziegler Caterpillar•Des Moines, IA

6d•$74,200 - $111,300

About The Position

Ziegler CAT is hiring a Field Service Supervisor to lead Field Service Technicians and support customers. The supervisor handles customer field-service calls, opens service calls and segments, manages labor, and dispatches technicians. The role emphasizes customer service, problem solving, leadership, and coaching. The supervisor also oversees service-call progress, parts ordering and availability, employee time approval, field-truck utilization, safety and contamination-control practices, after-hours customer support, technician training and development, staffing, and employee records and performance management. The position includes regular customer and employee interaction, site visits, safety meetings, technician coaching, interviewing and hiring, onboarding, and coordination with HR and Workers Compensation when needed. The total compensation (base plus incentive) is $74,200 to $111,300. Starting wage depends on skills, experience, and education. Full-time positions are eligible for the benefits listed in the posting.

Requirements

High school degree required.
Good computer skills, including Microsoft Office products, required.
Strong communication, customer service, and organizational skills required.
Ability to problem-solve and think creatively to serve customers efficiently required.
Commitment to serving customers.
Ability to hire, build, and support a high-performing team of technicians.
Ability to lift or carry up to 10 pounds.
Ability to perform standing, walking, hand use, talking, hearing, stair climbing, forward reaching, bin lifting, fingering, and grasping.

Nice To Haves

Two-year technical degree strongly preferred.
Five or more years of relevant diesel equipment knowledge strongly preferred.
Three or more years in a lead or supervisory position preferred.

Responsibilities

Take field service customer calls and seek customer approval for additional work requests.
Collaborate on invoice disputes, service-call details, and additional segments.
Open service calls and segments, order parts as appropriate, and dispatch Field Service Technicians.
Approve employee time in Workday or D365 and monitor service calls to ensure estimates are met.
Troubleshoot parts availability issues and manage field-truck utilization.
Complete incident reports as needed and conduct field-service truck safety and contamination-control inspections.
Conduct site visits to check that appropriate PPE and safety standards, including lockout/tagout, JAS, and monthly safety inspections, are followed.
Work with employees on safety accountability plans as needed and hold regular safety meetings.
Provide after-hours support to customers.
Recommend parts for branch inventory and stay current on new equipment, products, and technical topics.
Answer technician questions about service calls and segments; conduct coaching or performance-action conversations as needed.
Hold regular team meetings covering updates, safety trends, hot topics, and priorities.
Monitor and enforce completion of employee training and plan technician training based on customer and shop needs.
Build team morale through routine conversations, team lunches, training, and similar activities.
Interview candidates, hire technicians, and oversee new-technician onboarding.
Complete annual employee performance reviews and maintain employee records in Workday, including PTO, time, terminations, and training.
Stay current on company policies and HR memos, support employee career development, and answer or appropriately direct questions about company and job benefits.
Work with HR on employee accommodations or leave situations and with Workers Compensation on restricted-work accommodations.

Benefits

Health insurance
Dental insurance
Vision insurance
Life insurance
15 days of PTO during the first year, with accrual beginning on day one
Nine paid holidays
401(k) plan with company contribution and match
Health Savings Account, with Ziegler contributing up to $1,000 tax-free each year
Short-term and long-term disability insurance
Flexible Spending Account
Employee Assistance Program
Paid parental leave
Funeral leave
Fitness membership discount
Education assistance
Work/life balance
Ongoing professional development and training