Shop & Service Supervisor

Road Machinery and Supplies Co..•East Moline, IL

4d•Onsite

About The Position

Road Machinery & Supplies Co. is searching for a Shop Supervisor to join its team at its East Moline, IL location. In this role, you will be responsible for managing field/shop service & repairs of heavy equipment in a profitable manner. With a high sense of urgency, the service supervisor will be responsible for responding to customers in a timely and professional manner. Works proactively and closely with service manager, shop technicians, field technicians and customers to ensure that promises and expectations are being met in a timely manner. Responsible for scheduling of technicians and equipment repairs in the field/shop. As a member of the team, you will enjoy: Work Culture – RMS is family-owned and treats their team members right. RMS values long term relationships with our customers, vendors, and each other. Career Opportunities – Experience a career with the support and encouragement to develop yourself and others. Competitive Compensation Packages – Based on experience and other factors. Full Benefits Package – Including medical, dental, life, 401(k), and vacation. Stability and Reputation – RMS has been in business for 96 years and continues to grow.

Requirements

2-year technical degree preferred
Management experience preferred
2+ years of technical or mechanical knowledge in heavy equipment
Aggregate equipment experience would be beneficial
Strong communication and organizational skills required
Strong people leader who develops his/her employees through coaching and feedback
Strong computer skills required
Basic understanding of warranty issues preferred
Personal characteristics: planning/organization, customer focus, problem solving, even temperament, leadership, strong written and verbal communication skills
Able to work responsibly, safely, and intelligently
Have the desire to take action, improve, and be appreciative.
Possess the capability to engage with customers, co-workers, and vendors in a respectful manner

Nice To Haves

Aggregate equipment experience would be beneficial
Basic understanding of warranty issues preferred
Management experience preferred
2-year technical degree preferred

Responsibilities

Leads the service team to ensure an efficient, safe, and profitable operation
Documents incoming calls and assigns jobs to technicians
Administers safety program and promotes a culture of safety along with other supervisors
Manages work in process to meet deadlines and efficient billing
Administers proper invoicing procedures (Customer Account, Customer COD, Warranty, Internal)
Ensures work orders are created with the proper segment order; ensures technician parts and labor are on the correct segments, invoiced correctly to internal, warranty, or customer
Works with customers to define scope of work/repairs on their equipment
Creates accurate service estimates for customers, obtains permission from customer for the original work requested and advises customers on course of action in repairs
Handles all customer communications during the repairs, communicates warranty information, and handles complaints
Assists technicians on complex diagnostic and repair issues
Manages technician productivity; assigns work orders, schedules workload, review timecards for technicians
Managing, coaching, and mentoring technicians
Recruitment and hiring of technicians
Ensures technicians are trained properly through RMS internal and web-based training
Completes fair and accurate yearly reviews with staff; provides appropriate improvement recommendations
Manages after-hours calls with Service Manager