Field Service Supervisor

3 weeks ago

Pasco, United States Western States Equipment Full time
The Field Service Supervisor manages the customer repair process, which is comprised of the oversight, management and coordination of service work in the assigned territory, and is the primary customer contact through the life of the repair. This includes all customer correspondence and documentation related to the repair from inquiry to invoice/follow-up. This role is also responsible for the growth and development of its assigned technicians. The purpose for this role is to ensure the highest levels of customer service possible are provided through constant communication with the technicians, support functions, and the customer. This position will also have the responsibility for effectively scheduling assigned Field Technicians in such a manner that promotes productivity and efficiency. The Field Service Supervisor will be intimate with each repair and will work closely with the Field Technicians to create and maintain the work order including story writing, segment creation, warranty/policy issues, etc. This single point of contact will ensure constant customer communication, customer consent and will virtually eliminate work order discrepancies.

Essential Functions

  • Supervises employees. Performs annual performance reviews, oversees the development and administration of employee development plans and recommends compensation increases. Administers discipline; has authority to hire employees.
  • Completes assigned technician’s annual performance appraisals on or before their anniversary dates.
  • Functions as primary point of contact for customers seeking service work. Answers and directs incoming Service calls.
  • Performs all sales functions (quotes, estimates, bids, etc.) for incoming phone calls and walk-in customers needing service work.
  • Qualifies the repair needs with the customer and collects the necessary information needed to accurately create a quote or estimate of repair.
  • Works closely with Service Pricing Group to provide an estimate or quote to the customer in adherence with Customer Care Standards.
  • Discounts shop labor rates to gain business as necessary.
  • Meets typical annual target of 22% PAD (may vary year over year) for annual profitability of the team and the store.
  • Works with field technicians to gain customer consent for quoted or estimated work prior to the repair.
  • Meets final repair performance versus quoted amounts expectations of on or under quote.
  • Manages marketing campaigns in partnership with Product Support Sales Representatives (PSSRs) that are designed to drive business into their assigned areas.
  • Works closely with PSSRs and other department’s sales representatives (General Line, CAT Rental, Engine, etc.) to coordinate service opportunities in their assigned areas.
  • Evaluates all Warranty, Policy, and Service update issues that may be required for the particular type of machine being repaired.
  • Presents initial quote or estimate for work required to the customer and any ongoing changes to gain consent to move forward with the repair.
  • Duplicate
  • Adds, deletes or otherwise manages the different elements of a work order during the repair process, including: segments, charge codes, job notes, etc.
  • Uses the Service scheduling tool to schedule and maintain all aspects of the repair in the field and the shop specific to assigned team members and area.
  • Performs all necessary work functions in Microsoft A/X specific to the work order process by creating, maintaining and closing all work orders.
  • Coordinates with Field Technicians to ensure all job stories are accurately added to the work order prior to invoice
  • Owns responsibility for the productivity of the technicians assigned to the team.
  • Will be measured by and held accountable for invoicing service calls according to WIP turns metric.
  • Coordinates the usage, rental or purchase of special tooling needed to perform repair work.
  • Provides frequent communication of service status updates for each customer, as well as research, fact-finding, resolution and follow-up of customer questions and concerns so that nothing come as a surprise to the customers. Provides advice related to replace versus repair options.
  • Contacts the customer, after input from the Technician, with any up-sell items and explains the issue; then either gains consent to perform the work or directs technician to proceed without doing the work.
  • Discounts, credits and re-issues customer invoices as needed to ensure customer satisfaction
  • Makes internal policy decisions for the Service Department and will work with other departments to ensure the policy expenses from their areas are allocated to the appropriate internal accounts.
  • Meets the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year.
  • Approves employees’ work time and adjusts employee time on work orders as needed
  • Works directly with Field Technicians to ensure quality control measures have been effectively deployed.
  • Works with centralized functions concerning warranty, goodwill, policy, technical communications and any other relevant items associated with timely completion of the repair.
  • Finalizes all repair work by contacting the customer, reviewing the invoice in detail, and gaining consent to close.
  • Follows up with customers post repair to gauge customer satisfaction
  • Adheres to all customer care standards.
  • Actively cares and advocates safety at Western States. Adheres to and promotes all applicable safety policies, procedures and standards.
  • May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
  • Works within and promote corporate vision, mission, and values of the organization.
  • Performs other duties as assigned.

Knowledge Skills And Abilities

  • Knowledge and use of Microsoft computer products or other comparable systems required.
  • Knowledge or ability to learn Microsoft AX.
  • Proven conflict resolution skills.
  • Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
  • Ability to set and manage priorities.
  • Must be a self starter and able to work without supervision.
  • Consistent attendance.

Education And Experience

  • 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. Caterpillar environment with hydraulic, engine and power-train experience preferred.
  • Minimum of one year previous supervisory experience required.
  • Valid driver’s license and acceptable driving record required.
  • Must be able to communicate (speak, read, comprehend, write in English).

Physical Characteristics

  • Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
  • Must be able to lift 50 pounds.
  • Must be able to meet all safety requirements for applicable safety policies.

  • Field Service Supervisor

    5 days ago

    Pasco, United States Western States Equipment Co. Full time

    The Field Service Supervisor manages the customer repair process, which is comprised of the oversight, management, and coordination of service work in the assigned territory, and is the primary customer contact through the life of the repair. This includes all customer correspondence and documentation related to the repair from inquiry to invoice/follow-up....

  • Field Service Supervisor

    5 days ago

    Pasco, United States Western States Equipment Co Full time

    The Field Service Supervisor manages the customer repair process, which is comprised of the oversight, management and coordination of service work in the assigned territory, and is the primary customer contact through the life of the repair. This includes all customer correspondence and documentation related to the repair from inquiry to invoice/follow-up....

  • Field Service Engineer

    7 days ago

    Pasco, United States 5 Star Global Recruitment Partners Full time

    About the job Field Service Engineer Summary/ Objectives-Provider of medical imaging repair and maintenance seeks an experienced Service Engineer to maintain, and repair PET/CT medical imaging devices -MUST HAVE THIS SKILL SET AND EXPERIENCE!!! -Thrives to provide technical support and troubleshooting assistance with equipment and maintain a high quality of...

  • IT Service Desk Supervisor

    1 week ago

    Pasco, United States ZipRecruiter Full time

    Job DescriptionJob Description We are seeking an IT Service Desk Supervisor for our law firm client in Washington, DC.  The IT Service Desk Supervisor is responsible for managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient manner. This position reports to the IT Service Desk...

  • Field Service Engineer

    1 month ago

    Pasco, United States IPSEN Full time

    Job Type Full-time Description Ipsen is a Drug Free Workplace The Field Service Engineer role is a remote position servicing the Seattle/Tacoma Washington area. Travel up to 90% of the time and must have a home base in the Northwest Region or within close proximity to service the assigned market. Plans and coordinates assignments as directed by the HUB...

  • Field Service Engineer: Tacoma, Washington

    7 days ago

    Pasco, United States Bystronic Full time

    FIELD SERVICE ENGINEER** Relocation is offered to candidates outside of desired region ** Bystronic is a leading global technology company in the field of sheet metal processing. The focus is on the automation of the complete material and data flow of the cutting and bending process chain. The intelligent networking of laser cutting systems and press brakes...

  • Rehabilitation Services Supervisor

    1 week ago

    Pasco, United States MultiCare Health System, Inc. Full time

    You Belong Here. At MultiCare, we strive to offer a true sense of belonging for all our employees. Across our health care network, you will find a dynamic range of meaningful careers, opportunities for growth, safe workplaces, and flexible schedules. We are connected by our mission - partnering and healing for a healthy future - and dedicated to the health...

  • Field Service Engineer II

    5 days ago

    Pasco, United States Leica Biosystems Full time

    Leica Biosystems' mission of "Advancing Cancer Diagnostics, Improving Lives" is at the heart of our corporate culture. We're a global leader in cancer diagnostics with the most comprehensive portfolio from biopsy to diagnosis. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. Our associates know...

  • Field Service Engineer

    1 month ago

    Pasco, United States Vantage Specialty Chemicals Full time

    Vantage is a leading supplier of naturally derived specialty ingredients and formulations that cater to the evolving needs of industrial and consumer markets. Through our chemistries, our customer focus and our global footprint, we are ENABLING TOMORROW'S SOLUTIONS TODAY. As a company on the move, you'll be working as part of a collaborative team and getting...

  • Private Client Services Tax Supervisor

    4 days ago

    Pasco, United States Withum Full time

    Looking to work at a firm that encourages a work life balance and a path to Partnership? Withum is a forward-thinking, technology-driven advisory and accounting firm, helping clients to Be in a Position of StrengthSM in today's modern business landscape. Withum empowers clients with innovative tools and solutions to address their accounting, tax and overall...

  • Field Service Technician

    2 months ago

    Pasco, United States DeBellis Catherine & Morreale - Corporate Staffing Full time

    My client is a 40+ year old company and a leader in the agricultural packaging equipment industry and they seek an exceptional candidate to do field service, installation, and customer training activities on packaging equipment in the northwest territory. You must currently be living in the Northwest area to be considered, preferably the state of WashingtonA...

  • Maintenance Supervisor

    2 weeks ago

    Pasco, United States Fairfield Full time

    Community: Cedar Park Number of Units: 206 $1,000 First-Year Bonus* Maintenance Supervisor The Maintenance Supervisor at Cedar Park is eligible for a 100% apartment allowance if living on-site. OUR COMPANY: At Fairfield, we are proud to be a leader in the multifamily housing industry. We are passionate about creating exceptional and luxurious apartment...

  • Maintenance Supervisor

    3 weeks ago

    Pasco, United States Fairfield Full time

    Community: Riverpark Apartments Number of Units: 319 $1,000 First-Year Bonus* Maintenance Supervisor Our On-Call Maintenance Associates can benefit from a 40% apartment allowance if living on-site at the property for which they work. OUR COMPANY: At Fairfield, we are proud to be a leader in the multifamily housing industry. We are passionate about creating...

  • Department Supervisor

    4 days ago

    Pasco, United States GRIGG ENTERPRISES, Inc. Full time

    Description Our Department Supervisors provide an Amazing Customer Experience through helpful and friendly service that ensures customer needs are being met and encourages customers to make Ace their store of choice. The Department Supervisor solve problems for our customers and staff. They are responsible for daily store operations, in store merchandising,...

  • Field Optimization Engineer

    3 weeks ago

    Pasco, Washington, United States Vantage Specialty Chemicals Full time

    About Vantage Specialty ChemicalsVantage Specialty Chemicals is a leading supplier of naturally derived specialty ingredients and formulations that cater to the evolving needs of industrial and consumer markets. We are committed to delivering exceptional customer experiences through our innovative products and services.We are seeking an experienced Field...

  • Field Engineer 3

    7 days ago

    Pasco, United States eTeam Full time

    NOTE: Will the individual be required to work on site/is this remote? at customer sites Driving or Non-Driving? Driving Must Have: Desktop/Laptop Repair Laptop/ Desktop server experience Job Title: Field Engineer 3 As a Field Engineer 3, you will perform activities associated with installing, diagnosing, maintaining and servicing computer-related...

  • Store Services Supervisor

    4 weeks ago

    Pasco, Washington, United States Giant Food Full time

    About the RoleWe're seeking a skilled PT Assistant Front End Manager to join our team at Giant Food. As a key member of our front-end operations, you'll be responsible for ensuring seamless customer experiences and driving sales growth.Responsibilities- Oversee daily front-end operations, including cash handling, customer service, and inventory management-...

  • Heat Treatment Field Support Engineer

    3 weeks ago

    Pasco, Washington, United States IPSEN Full time

    Heat Treatment Field Support EngineerAbout the Role:We are seeking an experienced Field Support Engineer to join our team, providing expert technical support for our heat treatment equipment customers in the Seattle/Tacoma area.Key Responsibilities:Identify technical issues of heat treatment equipment at the customer site.Execute service jobs at the customer...

  • Resident Field Technician

    4 months ago

    Pasco, United States Western States CAT Full time

    Hourly Pay: $31.50-$51 per hour DOE ESSENTIAL FUNCTIONS: * Conducts necessary machine performance and diagnostic tests, interprets results and makes an independent decision as to the extent of machine repair. * Uses troubleshooting methods to repair and diagnose machine and attachment failures and performs repairs according to time requirement guidelines...

  • Customer Service Rep

    7 days ago

    Pasco, United States Ajilon Full time

    Ajilon - JobID: D688E5D8-D8FF-4069-8F14-BFA0AE891CE9 [Customer Service Representative] As a Customer Service Rep at Ajilon, you'll: Address member inquiries, questions and concerns in all areas including products, tracking numbers, updating customer profiles, etc; Verify customer billing information and shipping address; Function efficiently and productively...