Service Supervisor - Field

Fabick Cat • Negaunee, MI

31d • Onsite

About The Position

The Field Service Supervisor is responsible for leading and supporting field
service technicians to ensure safe, timely, and high-quality repair and
maintenance of Caterpillar equipment at customer sites. This role oversees daily
field operations, technician performance, and customer satisfaction while
ensuring compliance with Fabick Cat and Caterpillar standards.

Requirements

• High school diploma or equivalent
• 3+ years of prior supervisory, lead technician, or team leadership experience in direct industry
• Experience supporting technicians across multiple job sites
• Strong customer service and relationship management skills
• Proficiency with service management systems and mobile service technology
• Strong communication, organizational, and leadership skills
• Valid driver’s license and ability to meet Fabick Cat driving requirements
• Ability to work safely and independently in field environments

Nice To Haves

• Technical or trade school education in diesel technology or related field
• 5+ years of prior supervisory, lead technician, or team leadership experience
• Previous experience as a field service technician in heavy equipment, diesel, or a related field
• Strong working knowledge of Caterpillar equipment or comparable heavy equipment
• Ability to diagnose and troubleshoot mechanical, electrical, and hydraulic systems
• Caterpillar-specific training or certifications
• Experience supporting technicians across multiple job sites
• Strong customer service and relationship management skills
• Experience coordinating field dispatch or workload planning
• Experience coordinating field dispatch, workload planning, or emergency service response

Responsibilities

• Supervise and support field service technicians, including daily dispatch coordination, workload planning, and job prioritization.
• Ensure field repairs and maintenance are completed efficiently, safely, and in accordance with Caterpillar and Fabick Cat standards.
• Serve as a technical and leadership resource for field technicians, assisting with complex diagnostics and escalated issues
• Monitor technician productivity, quality of work, and response times.
• Enforce safety policies and procedures, including jobsite safety and compliance with customer site requirements.
• Coordinate with Service Management, Parts, and other departments to ensure technicians are properly equipped and supported.
• Review and approve field work orders for accuracy, completeness, and proper documentation.
• Address customer concerns related to field service work and support positive customer relationships.
• Support technician development through coaching, training, and performance feedback.
• Participate in hiring, onboarding, and performance management of field service staff.
• Monitor field service efficiency, labor utilization, and rework trends to support service performance and profitability objectives
• Serve as the primary escalation point for complex or high-impact field service customer issues
• Ensure compliance with Caterpillar warranty, service reporting, and documentation requirements
• Support accurate time entry, job costing, and billing practices for field service work

Benefits

• Competitive compensation and benefits
• Day 1 benefits eligibility
• Ongoing Caterpillar training and professional development
• Career growth opportunities within a trusted Caterpillar dealership
• Safety-first, team-oriented culture
• A performance-driven, customer-focused culture where safety, quality, and efficiency are integrated into daily operations

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees