Mining Field Service Supervisor

Western States Careers • Pocatello, ID

10d • Onsite

About The Position

Supervises mining field technicians, performing annual performance reviews, overseeing employee development plans, and recommending compensation increases. This role administers discipline and has hiring authority. The supervisor acts as the primary point of contact for customers seeking service work, handling incoming calls and walk-in customers. They perform all sales functions, including quotes, estimates, and bids, qualifying repair needs and collecting necessary information. The supervisor works with the Service Pricing Group to provide accurate quotes within Customer Care Standards, and may discount shop labor rates to secure business. They are responsible for meeting annual profitability targets for their team and store, and ensuring final repair costs are on or under quote. This role manages marketing campaigns with Product Support Sales Representatives (PSSRs) to drive business and coordinates with other sales representatives to identify service opportunities. The supervisor evaluates warranty, policy, and service update issues, presents quotes to customers, and manages work orders throughout the repair process, including segments, charge codes, and job notes. They use the Service scheduling tool to manage repairs for their team and are responsible for the productivity of assigned technicians, measured by WIP turns. The supervisor coordinates the acquisition of special tooling, provides frequent customer communication on service status, and advises on replace versus repair options. They also handle customer concerns, upsell opportunities, and invoice adjustments to ensure customer satisfaction. This role makes internal policy decisions for the Service Department, manages goodwill and warranty expenses to meet break-even goals, and approves employee work time. Quality control is ensured by working directly with field technicians, and the supervisor collaborates with centralized functions on warranty, goodwill, and technical communications. The role finalizes repair work by reviewing invoices with customers and follows up post-repair to gauge satisfaction, adhering to all customer care standards and promoting safety. The supervisor may also participate in training and support of company initiatives, working within the corporate vision, mission, and values. Other duties as assigned.

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.
• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Must be able to lift 50 pounds.
• Must be able to meet all safety requirements for applicable safety policies.
• This role is designated as safety-sensitive.

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 and recommends compensation increases.
• Oversees employee development plans and administers discipline.
• Functions as primary point of contact for customers seeking service work.
• Performs all sales functions (quotes, estimates, bids) for incoming service work.
• Qualifies repair needs and collects information for quotes/estimates.
• Works with Service Pricing Group to provide customer quotes.
• Manages marketing campaigns to drive business.
• Coordinates with sales representatives to identify service opportunities.
• Evaluates warranty, policy, and service update issues.
• Presents quotes and ongoing changes to customers for approval.
• Manages work orders, including segments, charge codes, and job notes.
• Schedules and maintains repairs using the Service scheduling tool.
• Performs work functions in Microsoft A/X for work order process.
• Ensures job stories are added to work orders prior to invoice.
• Owns responsibility for technician productivity and WIP turns.
• Coordinates the usage, rental, or purchase of special tooling.
• Provides frequent customer communication on service status.
• Advises on replace versus repair options.
• Contacts customers with up-sell opportunities.
• Adjusts customer invoices as needed for satisfaction.
• Makes internal policy decisions for the Service Department.
• Meets break-even goals for goodwill and warranty decisions.
• Approves employees’ work time and adjusts time on work orders.
• Ensures quality control measures are deployed with field technicians.
• Works with centralized functions on warranty, goodwill, and technical communications.
• Finalizes repair work by reviewing invoices with customers.
• Follows up with customers post-repair to gauge satisfaction.
• Adheres to all customer care standards.
• Actively cares for and advocates safety.
• Adheres to and promotes all applicable safety policies, procedures, and standards.
• May accomplish training and serve as a team member in support of strategic programs.
• Works within and promotes corporate vision, mission, and values.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED