Field Service Supervisor

Ziegler Caterpillar•Sioux City, IA

1d•Onsite

About The Position

Ziegler CAT is seeking a Field Service Supervisor to lead a team of Field Service Technicians. This role involves managing customer field service calls, opening service calls, overseeing labor, and dispatching technicians. Key aspects of the position include customer service, problem-solving, leadership, and coaching. Ziegler, a third-generation, family-owned CAT dealer founded in 1914, has over 2400 employees across 30+ locations in Minnesota, Iowa, and northern Missouri. The company is committed to providing a supportive work environment, career development tools, great benefits, work/life balance, and ongoing professional development and training.

Requirements

High school degree required
Good computer skills required (MS Office products)
Strong communication, customer service, and organizational skills required
Ability to problem solve and think creatively to take care of customers in the most efficient way required
Committed to serving our customers
Ability to hire, build, and support team of high performing Technicians

Nice To Haves

2-year technical degree strongly preferred
5+ years of relevant diesel equipment knowledge strongly preferred
3+ years in a lead or supervisory position preferred

Responsibilities

Take field service customer calls
Seek approval from customer on additional work request details
Collaboration on invoice disputes, service call details, and additional segments
Open service calls and segments
Order parts on service calls as appropriate
Dispatch Field Service Technicians
Approve employee time (in Workday or D365)
Monitor service calls to ensure estimates are met
Troubleshoot parts availability issues
Manage field truck utilization
Complete incident reports as needed
Field Service Truck inspections (daily, weekly, monthly) for safety and contamination control
Conduct regular site visits to ensure all appropriate PPE is used and all safety standards (i.e. lockout/tagout, JAS, and monthly safety inspections) are followed
Work with employees to create a safety accountability plan, as needed
Hold regular safety meetings
Provide after-hours support to customers
Provide input on what parts should be inventoried at the branch
Stay up to date on new equipment/products and technical hot topics
Answer technician questions about specific service calls and segments
Conduct coaching and/or performance action conversations, as needed
Hold regular team meetings (updates, safety trends/hot topics, priorities, etc.)
Monitor and enforce employee training completion
Plan training for technicians based on the needs of the customers and the shops
Build team moral through routine conversation, team lunches, trainings, etc.
Interview candidates
Hire technicians
Oversee the onboarding of new technicians
Complete annual employee performance reviews
Maintain employee records in Workday (PTO, Time, terminations, training, etc.)
Stay up to date on company policies and HR memos
Support employees career development
Answer questions on company/job benefits or appropriately direct employees
Work with HR for any necessary employee accommodation or leave situations
Work with Workers Compensation for any restricted work accommodations

Benefits

Health, Dental, Vision and Life Insurance
15 days of PTO your first year, accrual starts day 1
9 paid holidays
401(k) plan with company contribution and match
HSA (Health Savings Account), Ziegler contributes up to $1000 tax-free each year
Short-Term and Long-Term Disability Insurance, FSA & EAP
Paid Parental Leave & Funeral Leave
Fitness membership discount
Education Assistance
Ongoing training
Advancement opportunities
Safe, clean, and friendly work environment