Shop Service Supervisor

Gregory Poole Equipment Company•Garner, NC

1d•Onsite

About The Position

The Shop Service Supervisor manages EPG Garner shop operations, overseeing 10–20 technicians performing maintenance and repairs on power generation equipment, industrial diesel engines, and on-highway trucks. This role drives technician productivity while optimizing personnel and equipment to maximize departmental output.

Requirements

Associates in Applied Science Degree in Diesel Technology (or related field)
2-5 years of technical and supervisory experience
Must be able to work for long periods while seated and using a PC
Must possess outstanding communication skills associated with managing the day-to-day activity of the service department either in-person or via telephone
Must possess a fundamental understanding of basic business concepts, as well as exceptional computer and administrative skills normally associated with managing a service department
Must possess outstanding leadership and interpersonal skills and be capable of executing decisions in support of the daily business operations
Must have a thorough understanding of the basic work order/administrative processes, department operating principles/guidelines, and long-term business initiatives/strategies
Must have intermediate mechanical and product knowledge

Nice To Haves

bachelor's degree preferred

Responsibilities

Manage daily production activities and communicate repair progress to customers
Coordinate with customers for repair approvals, updates on delays, and repair authorizations for technicians
Ensure initial and follow-up repair authorizations are approved and fully documented before starting work
Establish priorities for scheduled and unscheduled repair/maintenance activities
Use dealer business system N365 to open and close work orders
Complete initial review of service repair work orders and finalize documentation for invoicing
Process final invoices and collect customer payments
Continuously evaluate daily operations to identify process improvement opportunities
Provide technical repair diagnoses and problem-solving guidance to shop technicians
Receive, review, and brief technicians on the latest technical support information including service letters, technical bulletins, and product/warranty updates
Ensure all warranty and revenue repairs comply with applicable guidelines and department policies
Coordinate with field service and outside vendors for repairs beyond internal capabilities
Manage tools and support equipment to ensure serviceability and availability
Ensure technicians receive required training on technological and product line updates
Directly supervise a shop technician workforce of 10–20 personnel, ensuring productivity levels remain above 85%
Coach, direct, counsel, and issue warnings to technicians and make recommendations on hiring and termination to the Service Manager
Assist in identifying and correcting safety, operational, or training shortfalls
Foster a positive and productive work environment while maintaining department standards
Manage departmental expenditures to meet budget obligations
Assist Service Manager and Product Sales Support Representatives in identifying and developing new service and business opportunities
Advise on long-term business strategies and identify potential problems impacting productivity or customer relations
Participate in, support, and enforce company safety initiatives such as safety mentor programs and pre-risk assessments
Maintain strong communication skills to ensure high levels of customer satisfaction