Mining Field Service Supervisor

Western States Equipment•Pocatello, ID

10d•Onsite

About The Position

This role is responsible for supervising mining field technicians, performing annual performance reviews, overseeing employee development plans, and recommending compensation increases. The supervisor also handles customer service, sales functions like quotes and estimates, and manages marketing campaigns to drive business. Key responsibilities include qualifying repair needs, working with the Service Pricing Group for accurate estimates, ensuring customer consent for repairs, and managing work orders through the Service scheduling tool and Microsoft A/X. The supervisor is accountable for technician productivity, WIP turns, and coordinating special tooling. They must provide frequent communication on service status, resolve customer concerns, and advise on repair versus replace options. The role also involves making internal policy decisions, managing warranty and goodwill claims, approving employee time, ensuring quality control, and finalizing repairs with customer consent. Adherence to safety policies and corporate values is essential, along with performing other assigned duties.

Requirements

Proof of high school diploma or General Education Degree (GED).
Five years minimum experience working on heavy equipment required.
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 Microsoft AX, 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 environment with hydraulic, engine and power-train experience preferred.

Responsibilities

Supervises mining field technicians, performs annual performance reviews, oversees employee development plans, and recommends compensation increases.
Administers discipline and has the authority to hire employees.
Functions as the primary point of contact for customers seeking service work and answers/directs incoming Service calls.
Performs all sales functions (quotes, estimates, bids) for incoming phone calls and walk-in customers needing service work.
Qualifies repair needs with the customer and collects necessary information for accurate quotes or estimates.
Works closely with the Service Pricing Group to provide estimates/quotes in adherence with Customer Care Standards.
Discounts shop labor rates to gain business as necessary.
Meets typical annual target of 22% PAD for annual profitability of the team and the store.
Works with field technicians to gain customer consent for quoted or estimated work prior to the repair.
Meets final repair performance versus quoted amounts expectations of on or under quote.
Manages marketing campaigns in partnership with Product Support Sales Representatives (PSSRs) to drive business into assigned areas.
Works closely with PSSRs and other department sales representatives to coordinate service opportunities.
Evaluates all Warranty, Policy, and Service update issues required for the machine being repaired.
Presents initial quote or estimate for work required to the customer and any ongoing changes to gain consent to move forward with the repair.
Adds, deletes, or 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.
Performs all necessary work functions in Microsoft A/X specific to the work order process by creating, maintaining, and closing all work orders.
Coordinates with Field Technicians to ensure all job stories are accurately added to the work order prior to invoice.
Owns responsibility for the productivity of the technicians assigned to the team.
Will be measured by and held accountable for invoicing service calls according to WIP turns metric.
Coordinates the usage, rental, or purchase of special tooling needed to perform repair work.
Provides frequent communication of service status updates for each customer, as well as research, fact-finding, resolution, and follow-up of customer questions and concerns.
Provides advice related to replace versus repair options.
Contacts the customer, after input from the Technician, with any up-sell items and explains the issue, then either gains consent to perform the work or directs technician to proceed without doing the work.
Discounts, credits, and re-issues customer invoices as needed to ensure customer satisfaction.
Makes internal policy decisions for the Service Department and works with other departments to ensure policy expenses are allocated appropriately.
Meets the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year.
Approves employees’ work time and adjusts employee time on work orders as needed.
Works directly with Field Technicians to ensure quality control measures have been effectively deployed.
Works with centralized functions concerning warranty, goodwill, policy, technical communications, and other relevant items associated with timely completion of the repair.
Finalizes all repair work by contacting the customer, reviewing the invoice in detail, 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, adhering to and promoting all applicable safety policies, procedures, and standards.
May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
Works within and promotes the corporate vision, mission, and values of the organization.
Performs other duties as assigned.