Field Service Operations Supervisor

6 days ago

Novi, Michigan, United States Michigan CAT Full time
Job Summary

The Field Service Operations Supervisor is responsible for supervising and coordinating the Field functions for EPG Field Service. This role involves identifying customer requirements and expectations, opening jobs, scheduling and managing work flow of the field, coordinating logistical support for tooling, parts and delivery, and preparing jobs for closing.

Key Responsibilities
  • Supervise and coordinate field operations to ensure efficient and effective service delivery
  • Identify customer requirements and expectations, and communicate with customers to ensure satisfaction
  • Manage work flow of the field, including scheduling and coordinating daily field functions
  • Coordinate logistical support for tooling, parts, and delivery
  • Prepare jobs for closing, including verifying parts charges, parts returns, and field technician's time charged to job
  • Schedule all training, meetings, days off, and maintain maintenance schedule for all service trucks
  • Communicate with customers, managers, suppliers, and technicians to ensure optimum operation of the field and attainment of profit goals
  • Supervise, direct, motivate, and lead all Field Technicians, including employee development, performance evaluations, and administering policy and procedures
  • Assist in trouble shooting and repair of equipment as needed, promoting and supporting timely repair of equipment and coaching of hourly employees
  • Monitor and ensure compliance with all safety policies, procedures, guidelines, and laws as they pertain to staff and customers within the department premises
  • Interpret and reinforce corporate culture, and serve as a role model for the Department
  • Ensure all facilities and equipment are in excellent, safe operating condition
Requirements
  • High school education or equivalent, with additional training preferred through a vocational school with studies in diesel technology
  • Excellent mechanical aptitude
  • Excellent customer service skills, with a solid understanding of price, quality, and turnaround
  • Ability to analyze and interpret data, use benchmarks, and take corrective action to improve performance
  • Ability to interpret and apply warranties, policies, guidelines, and laws
Working Conditions

This role requires working in a fast-paced environment, with frequent communication with customers, managers, suppliers, and technicians. The ability to work independently and as part of a team is essential. The role also requires frequent travel to various locations, including customer sites and service centers.

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