Service Supervisor-GPT

Puckett Machinery Company is the Caterpillar® heavy equipment, rental services, and power systems dealer for central and southern Mississippi. As the industry leader in our territory with 15 locations, helping our customers succeed is our number one priority.

We are seeking a Service Supervisor, Shop with seasoned diesel mechanic experience to lead our team of shop-based technicians at our heavy equipment branch in Gulfport. We offer competitive compensation, great benefits, and a standard workweek schedule.

The Service Supervisor, Shop is responsible for supervising and coordinating the function of a team of shop-based technicians responsible for the repair, service, diagnostics, preventive maintenance, and installation of replacement parts on Caterpillar and allied diesel powered heavy equipment.

Essential Duties, Functions, and Responsibilities:

• Supervise and coordinate the function of a team of shop-based service technicians as well as supporting yard and utility personnel (number and job titles vary according to location) to ensure that all repair operations are executed at a consistently high level of quality and customer satisfaction and in compliance with all related regulatory requirements. Hire, train and evaluate employee performance; prepare and administer disciplinary actions; prepare staffing schedules and assignments; facilitate employee training and development to ensure the team develops the necessary skills to achieve maximum results.
• Support and enable the administration of the service work order process and communication with the customer throughout. Take the lead on the preparation customer quotes. Collaborate with the Service Coordinator/Planner (and serve as a backup) to ensure the timely opening and closing of jobs in the company’s billing system to include posting of technician timecards, preparing/tracking external quotes, parts ordering/tracking, coordinating/expediting service schedules, and performing related reporting and filing in accordance with all company policies and procedures and standards for quality.
• Administer the enforcement of warranty and goodwill determinations in accordance with prescribed company policy standards and metrics.
• Attend daily meetings with the service management team to ensure that all parties are updated on work in progress and to update/maintain same in the management information system (DBS). Keep all stakeholders (machine sales, product support sales, customer) regularly updated on the status of machine repairs.
• Engage personnel to inspire and embed an overall culture of safety. Administer and enforce high standards for housekeeping and safe work practices.
• Support the performance of the outside sales professionals driving the sale of product support services (parts, service, and preventive maintenance) as well as new and used equipment and to achieve sales growth and profitability goals. Partner with same to build and fortify profitable customer relationships.

Required Skills, Knowledge, and Experience:

• High school diploma or GED equivalent required.
  Associate or higher level degree from accredited institution in a sales, business administration, or related discipline preferred.
• Minimum 6-8 years of work experience as a service technician in an automotive or truck engine repair shop or a retail parts counter salesman and/or service planner in a parts sales and service shop environment required.
  Therein, a minimum of 2-4 years of dedicated supervisory experience required.
• Ability to read and comprehend moderately difficult computer-based schematics, specifications, service and parts literature, technical bulletins, safety manuals, and other related publications.
• Solid mechanical systems knowledge of diesel engines/engine failures, electrical and hydraulic systems.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel) and dedicated experience using dealer management information system (DBS and SIS).
• Refined customer relations, written, verbal, and interpersonal communication skills.
• A refined “hands on” leadership style which is motivating and optimizes team effectiveness.
• Ability to collaborate effectively with all levels of staff and management and mentor those who report through the position.
• Ability to resolve customer service conflicts with professionalism and consistent application of company policy;
• Ability to multi-task, prioritize work load, and effectively delegate in a fast-paced, detail and deadline oriented environment.