Field Service Supervisor

4 weeks ago


Missoula, Montana, United States Western States CAT Full time
Job Summary

The Field Service Supervisor is responsible for managing the customer repair process, ensuring the highest levels of customer service possible are provided through constant communication with technicians, support functions, and customers. This role oversees the growth and development of assigned technicians and is responsible for effectively scheduling assigned Field Technicians to promote productivity and efficiency.

Key Responsibilities
  • Supervises employees, performs annual performance reviews, and recommends compensation increases.
  • Functions as the primary point of contact for customers seeking service work, answers and directs incoming Service calls, and performs all sales functions for incoming phone calls and walk-in customers.
  • Qualifies repair needs with customers, collects necessary information, and works closely with Service Pricing Group to provide estimates or quotes.
  • Manages marketing campaigns in partnership with Product Support Sales Representatives to drive business into assigned areas.
  • Works closely with Field Technicians to ensure quality control measures have been effectively deployed and finalizes all repair work by contacting customers, reviewing invoices, and gaining consent to close.
Requirements
  • Proof of high school diploma or General Education Degree (GED).
  • Associates Degree from an accredited vocational school preferred.
  • Five years minimum experience working on heavy equipment required, with Caterpillar environment and hydraulic, engine, and power-train experience preferred.
  • Minimum of one year previous supervisory experience required.
  • Valid driver's license and acceptable driving record required.
Physical Characteristics

Must be able to sit for long periods of time, walk, stand, climb stairs, reach, push, pull, lean, and twist. Must be able to lift 50 pounds and meet all safety requirements for applicable safety policies.



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