Service Supervisor

Hawthorne Machinery Co.•Hilo, HI

31d•$65,000 - $75,000•Onsite

About The Position

Under the direction of the Hawaii Island Branch Operations Manager, the Service Supervisor accomplishes the departmental goals by developing parts sales and service opportunities with new customers, as well as maximizing sales with existing customers. The Service Supervisor ensures the successful daily operations of the branch.

Requirements

Must have a high school diploma or equivalent.
Must have a minimum of 3-5 years experience in a CAT Dealer with demonstrated successful ability as a Service Coordinator.
Must have a valid Drivers License with a good driving record.
Must have PC skills.
Must have the ability to communicate clearly, both orally and in writing.
Must have the ability to multi task and establish priorities.
Must have the ability to maintain organization in a changing environment.
Must have the ability to maintain a flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines.
Must have an excellent customer service aptitude and proper business etiquette.

Nice To Haves

One year proven experience in a lead, supervisory or relevant role (PREFERRED).

Responsibilities

Ensures successful operations of daily branch responsibilities by daily review of all timecards and service reports, daily work in progress (WIP) review, and reviewing work orders prior to closing.
Maintains records by recording problems and corrective actions planned and completing service reports and SIMS.
Assists with managing costs by identifying work orders that are higher than the estimated or quoted cost and reviewing the work schedule to update WIP priorities, segments, parts, deliveries, and completion deadline. Implements methods of payment by identifying credit status and obtaining approval for credit, if necessary.
Inputs data to computer by compiling and sorting information, establishing entry priorities, and completing input.
Maintains customer satisfaction by establishing rapport with customers and others in a position to help meet customer needs.
Assists with the preparation of machinery service by answering phones and data processing.
Maintains technicians’ payroll information by ensuring technicians’ repair description is correctly captured.
Prepares work orders by inputting data, contacting customers for purchase order numbers, obtaining credit approval if needed, collecting payment for cash jobs, and making copies for files.
Prepares vendor statements for approval by reviewing, researching unpaid invoices, and requesting for copies of outstanding invoices from vendors.
Prepares invoices for payment by verifying amounts, selecting account numbers, and making copies for files.
Maintains quality service by following organization standards.
Maintains technical knowledge by attending educational workshops and reviewing publications.
Supports cross departmental operations within the branch (Service, Sales, Rental, Parts).
Identifies and coordinates facility needs to include maintenance, repairs, improvements, and safety compliance.
Upon return of equipment, checks for damage and coordinates with service for fueling, repairs, etc.
Knowledgeable of Hawthorne Rent It Service processes, systems, and equipment.
Contributes to team effort by accomplishing related results as needed.
Conducts evaluations for direct reports.
Provides Ownership of Service and Branch Excellence Metrics for the branch.
Provides first level, on-island support for customer issues and disputes.
Is responsible for the branch WIP Management Process.
Is responsible for the rollout and adherence to corporate programs / ERP usage by the branch.
Ensures all service work is quoted and approved and proactively communicated to the customer.
Ensures corporate policy adherence for branch service operations staff, including service process control, safety, EHS, etc.
Ensures monthly EHS facility audits are conducted and communicated with corporate safety.
Is responsible for the branch Service vehicle fleet maintenance, licensing, and repair.
Completes all other duties as assigned by management.