Service Sup-Field Service

Warren CAT•Oklahoma City, OK

About The Position

The Service Supervisor – Field Service is responsible for directly supervising field service technicians and the daily operations of the Machine Field Service Department.

Requirements

Requires a minimum high school diploma or equivalent and five years’ experience in a related industry, as well as a depth of knowledge pertaining to machine service issues, business accounting, and leadership.
Ability to read, comprehend and interpret written instructions and procedures, business correspondence and routine reports.
Ability to write simple correspondence.
Ability to understand and present information in one-on-one and small group situations to customers or employees of the organization.
Employee is empowered to make decisions directly affecting their ability to perform the above duties and responsibilities.
Ability to define problems, collect data and establish facts. Ability to apply common sense understanding and deal with problems involving a few concrete variables in standardized situations. Must be able to follow routine protocols as well as identify when the routines do not apply in a specific situation.
The position requires the ability to develop priorities and adjust work plans to meet deadlines.
Must be capable and willing to learn CAT DBS System, Lotus Notes System and SIS.
Thorough knowledge of MS Excel, Word and PowerPoint and report writing applications, including but not limited to Cognos, Crystal Reports, and/or Tableau.

Nice To Haves

Prefer 2 years’ experience in a supervisory role in a service industry.

Responsibilities

Manages in accordance with Safety First and Safety Starts with Me culture
Communicate and ensure a seamless transition of the machine field service processes to each Customer and internal departments.
Interprets company policies to workers and enforces safety & DOT regulations.
Established or adjusts work procedures to meet schedules.
Maximize efficiency and truck utilization through effective communication and scheduling.
Manage work order quality standards and technician responsibilities related to paperwork and reporting expectations.
Manage technician group and resources to maximize efficiency to reduce operational costs and meet targets for field service.
Manage technician payroll
Manage WIP in accordance with Warren CAT operational goals
Review and manage technician performance in alignment with established Key Performance Indicators
Responsible for customer satisfaction metrics and corrective action plans when goals are not met.
Establish and maintain exceptional business relationship with Warren CAT’s customer base.
Responsible for the sale or the review of a quote as it pertains to a work order and managing profit margins within the work order.
Responsible for recruitment and retention of technician staff
Handle a large volume of phone calls in a timely manner while making accurate and precise decisions regarding prioritizing of all service calls.
Performs routine inspection of field service trucks for cleanliness and appearance.
Responsible for setting up maintenance schedules for all service trucks along with paper work.
Responsible for seeing that all service truck tooling is up to standards and a proper inventory of all tooling is kept and maintained.
Pro-actively establish effective relationships and support others in achieving high performance
Studies schedules and estimates worker hour requirements for completion of job assignment
Perform on call duties as assigned
Maintain a clean and organized work environment.
Display continuous respect, positive attitude and teamwork to achieve department and company goals.
Supervisory Responsibilities: Directly supervises field service technicians and the daily operations of the Machine Field Service Department