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Field Service Supervisor
4 weeks ago
Responsibilities:
Customer Contact:
- Take field service customer calls
- Seek approval from customer on additional work request details
- Collaboration on invoice disputes, service call details, and additional segments
- Service Call Labor Management
- Open service calls and segments
- Order parts on service calls as appropriate
- Dispatch Field Service Technicians
- Approve employee time (in Workday or D365)
- Monitor service calls to ensure estimates are met
- Troubleshoot parts availability issues
- Manage field truck utilization
Safety and Contamination Control:
- Complete incident reports as needed
- Field Service Truck inspections (daily, weekly, monthly) for safety and contamination control
- Conduct regular site visits to ensure all appropriate PPE is used and all safety standards (i.e. lockout/tagout, JAS, and monthly safety inspections) are followed
- Work with employees to create a safety accountability plan, as needed
- Hold regular safety meetings
After Hours:
- Provide after-hours support to customers
Technical Subject Matter Expert:
- Provide input on what parts should be inventoried at the branch
- Stay up to date on new equipment/products and technical hot topics
Training and Coaching
- Answer technician questions about specific service calls and segments
- Conduct coaching and/or performance action conversations, as needed
- Hold regular team meetings (updates, safety trends/hot topics, priorities, etc.)
- Monitor and enforce employee training completion
- Plan training for technicians based on the needs of the customers and the shops
- Build team moral through routine conversation, team lunches, trainings, etc.
Staffing:
- Interview candidates
- Hire technicians
- Oversee the onboarding of new technicians
Employee Management:
- Complete annual employee performance reviews
- Maintain employee records in Workday (PTO, Time, terminations, training, etc.)
- Stay up to date on company policies and HR memos
- Support employees career development
- Answer questions on company/job benefits or appropriately direct employees
- Work with HR for any necessary employee accommodation or leave situations
- Work with Workers Compensation for any restricted work accommodations
Qualifications:
- 2-year technical degree strongly preferred; High school degree required
- 5+ years of relevant diesel equipment knowledge strongly preferred
- 3+ years in a lead or supervisory position preferred
- Good computer skills required (MS Office products)
- Strong communication, customer service, and organizational skills required
- Ability to problem solve and think creatively to take care of customers in the most efficient way required
- Committed to serving our customers
- Ability to hire, build, and support team of high performing Technicians
Minimum Physical Requirements:
- Lift/carry up to 10 lbs
- Standing, walking, using hands, talking, hearing, stair climbing, forward reaching, bin lift, fingering/grasping
This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.
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