Product Support Supervisor – Heavy Equipment Shop

Wheeler Machinery•Salt Lake City, UT

2d•Hybrid

About The Position

Safely lead, supervise and coordinate the service technicians and support staff assigned to the Heavy Equipment shop. Facilitate timely, efficient and high-quality repair solutions, and direct people, parts and shop resources so that every customer receives responsive, dependable service. This position supervises service work on all heavy construction equipment, including but not limited to: Heavy Equipment - All models of Cat Dozers, Excavators, Loaders, Articulated Trucks and Motor Graders - All models of Cat Dirt Rollers, Telehandlers and Backhoes - Chassis type components like buckets, roller frames and undercarriage components. Work is performed in and outside of the shop.

Requirements

High school diploma or equivalent.
Experience in a heavy or compact equipment service environment.
Working knowledge of hydraulic, electrical, powertrain and engine systems on all Cat products.
Leadership attributes and abilities are used to develop, lead and mentor a safe, efficient team.
Exceptional written and verbal communication skills.
Critical thinking, problem solving and a willingness to try better methods.
Understanding of production timelines and customer urgency.
A positive, can-do attitude.

Nice To Haves

Prior experience as a technician team lead, service supervisor, service advisor or work order coordinator.
Direct experience with Caterpillar equipment and the Cat dealer network.
Familiarity with dealer service systems and electronic technician tools.

Responsibilities

Oversee and maintain safe work practices for self and direct reports with a clear expectation of zero incidents and zero injuries.
Oversee the use of safety resources, programs and policies by direct reports, including PPE, lockout/tagout, jobsite hazard assessment and equipment lifting and blocking procedures.
Investigate, document and correct unsafe conditions, near misses and incidents; escalate as required.
Provide exceptional customer service and support across all assigned accounts.
Understand, document and communicate customer expectations, needs and equipment priorities.
Provide daily customer updates on job status, parts availability and estimated completion.
Address and resolve issues, conflicts and service concerns promptly, escalating when appropriate.
Schedule and coordinate service work, technicians, tooling, parts and other resources to meet committed start and completion dates.
Oversee workflow and throughput; monitor work-in-process and assist with job finalization, including segment closure, story writing and invoicing accuracy.
Maintain quality standards, warranty documentation requirements and contamination control expectations.
Establish and oversee labor expectations and allotments; review flagged versus billable hours.
Work with parts, rental, sales and other departments to ensure successful outcomes for the customer.
Communicate expectations, priorities and performance standing to direct reports.
Perform coaching and corrective or disciplinary duties as needed, in partnership with Human Resources.
Conduct annual performance reviews and follow-up coaching with direct reports.
Develop and facilitate training, certification and exposure opportunities for self and direct reports, including product-specific paving and compaction training.
Manage expenses and costs for self- and direct reports, including overtime, travel, tooling and shop supplies.
Support accurate time capture, work order accuracy and timely closure to protect margin.
Perform all other duties as assigned.