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Field Service Operations Leader

2 months ago

Waldorf, Maryland, United States JESCO Full time

Job Type

Full-time

Company Overview

JESCO stands as a leading provider of heavy machinery and technological solutions across the Northeast and Mid-Atlantic regions. With a proud representation of brands such as John Deere, Wirtgen, Kleeman, Vgele, Hamm, Ditch Witch, Magni, Topcon, and many others, we specialize in sales, rentals, parts, and service. As a family-owned business with over 50 years of experience, we are expanding our esteemed workforce of over 350 dedicated professionals.

Why Choose JESCO:

Our unwavering commitment to our customers and the communities we serve is a cornerstone of our operations. Experience the difference with us, the "Down to Earth Equipment People". We provide comprehensive benefits, opportunities for career advancement, cutting-edge tools and equipment, and a supportive work environment. Become a valued member of the JESCO family.

Key Responsibilities

As a Field Service Supervisor, you will be accountable for overseeing Field Service Dispatching in line with company protocols.

  • Manage incoming communications from customers, internal staff, and manufacturers' representatives, determining the appropriate action for each call.
  • Coordinate and monitor all necessary repairs for Field Service vehicles, reporting findings to the Service Manager.
  • Process warranty work orders and submit them to the Service Manager for assessment before scheduling.
  • Ensure MSHA logs are completed monthly and sent to the designated personnel.
  • Handle payroll for the service department, including billing timecards for field service personnel.
  • Assist the Service Manager in maintaining manufacturers' Product Improvement Programs related to customer contracts, scheduling, and unknown locations.
  • Adhere to all safety regulations and be capable of lifting and moving items weighing up to 70 lbs.
  • Be available for overtime as the equipment repair business may necessitate.
  • Maintain active communication with the Service Manager and assist in various tasks as required.
  • Engage with customers and rental department managers to schedule Field Service work.
  • Utilize the John Deere Worksight technology suite as part of daily responsibilities.
  • Organize manpower for PIP repairs.
  • Report any issues related to customer satisfaction, employee relations, or product performance.
  • Participate in cross-training for product knowledge and procedures across all products represented by JESCO.
  • Fill in for service managers when necessary.
  • Complete any additional tasks assigned by the Service Manager.
Qualifications
  • Strong oral, written, and technical communication skills.
  • Proficient in reading and computer literacy.
  • Excellent customer relations and diplomacy skills.
  • Professional demeanor with strong organizational and planning abilities.
  • Effective time management skills.
Education and Experience
  • Associate degree or equivalent experience.
  • Valid Driver's License - must meet underwriting criteria.
  • Previous experience in service management or customer service is advantageous.
Benefits
  • Comprehensive Medical, Dental & Vision Insurance.
  • 401K Plan with Matching Contributions.
  • Paid Time Off.
  • Short and Long-Term Disability Coverage.
  • Opportunities for Professional Growth.
  • American Funds/College America 529 Savings Plan.
  • Discounts on Verizon Wireless Services.
  • Employee Assistance Program (EAP) offering three complimentary counseling sessions.
  • Paid Training Programs.
  • Long-term job security in a family-owned environment.
  • Health and wellness initiatives.
  • Paid Holidays.
  • Product Discounts.
  • Competitive compensation within the industry.
We are an equal opportunity employer and prohibit discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.