Shop Service Supervisor

Gregory Poole Equipment Company•Garner, NC

33d

About The Position

This position is responsible for managing the entire production effort for the EPG Garner shop operations service department, to include 10-20 technicians. Shop operations include maintenance and repairs on all types of equipment such as power generation equipment, industrial diesel engines and on highway trucks. This position ensures that technician productivity levels remain at 85% or above, while managing assigned personnel and equipment resources to maximize department production capabilities. In addition, this position is responsible for ensuring that technicians are fully trained and current on the latest technical support information to include as a minimum service letters, technical bulletins, and product/warranty updates. This position is responsible for enforcing department guidelines and procedures and assisting the Service Manager in establishing long-term business strategies and generating new business opportunities.

Requirements

Associate's in applied science degree in Diesel Technology (or related field) and 5 years technical and supervisory experience.
Must be able to work for long periods while seated and using a PC.
Must possess outstanding communication skills normally associated with managing the day-to-day activity of the service department either in-person or via the 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 operation.
Must have a thorough understanding of the basic work order/administrative processes, department operating principles/guidelines, and long-term business initiatives/strategies.
Needs intermediate mechanical and product knowledge.

Nice To Haves

Bachelor's Degree is preferred.

Responsibilities

Manages the daily production effort and communicates repair activities and progress to the customer.
Coordinates with customer to obtain approval for repairs, advises the customer of any significant changes in the repair process or delays in scheduled commitments, and communicates repair authorizations back to the technician.
Ensures initial and follow-up repair authorizations are approved and fully documented prior to beginning repair activity.
Establishes priorities for all scheduled and unscheduled repair/maintenance activities.
Directly supervises a shop technician work force of 10-20 personnel, ensuring productivity levels remain above 85%.
Ensures all warranty repairs are performed in accordance with applicable warranty repair guidelines.
Ensures all revenue repairs are performed in accordance with applicable department polices/procedures.
Uses dealer business system N365 to open and close work orders.
Completes initial review of service repair work orders and finalizes service support documentation for final invoicing.
Coordinates with Field service and outside vendors for repairs/maintenance beyond our technical capabilities.
Reviews and approves technician labor for posting to service calls / workorders.
Receives, reviews, and briefs technicians on latest technical support information to include service letters, technical bulletins, and product/warranty updates.
Provides technical repair diagnosis on problem solving with shop technicians.
Manages tools/support equipment to ensure serviceability and availability.
Ensures technicians receive the required training in support of the latest technological and product line improvements/enhancements.
Coaches, directs, councils, and warns shop technicians, as well as, makes recommendations on hiring and firing to Service Manager.
Assists the Service Manager in identifying and correcting any safety, operational, or training shortfalls. In addition, assists in developing the department's long-term business initiatives/strategies and advises of any potential problems that might negatively impact productivity levels or jeopardize customer relations.
Manages expenditures to meet budget obligations.
Assists Service Manager and Product Sales Support Representative in identifying and solidifying new service/business opportunities.
Continuously evaluates and reviews daily operation for process improvement opportunities.
Processes final invoice and collects payments from customer.
Participates, supports and enforces company safety initiatives such as the safety mentor programs, pre-risk assessments, etc.
Must have good communication skills to ensure high levels of customer satisfaction.