Field Service Supervisor, Power Systems

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.
• 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 sales staff to provide an estimate or quote to the customer in adherence with Customer Care Standards.
• Coordinates rental and loaner machines for customers with equipment repairs that last for extended periods of time.
• Works with EPG technicians to gain customer consent for quoted or estimated work prior to the repair.
• Ensures adherence to labor rates and times as quoted to customers.
• Works closely with PSSRs and other department’s sales representatives (General Line, CAT Rental, Rentco, etc.) to coordinate service and sales opportunities.
• Makes sales calls (telephone / cold calls) to customers to generate service business in order to keep the schedule full and assigned technicians busy.
• Engages in all Warranty, Policy, and Service update issues that may be required for the particular type of equipment 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.
• Adds, deletes or otherwise manages the different elements of a work order during the repair process, including: segments, charge codes, job notes, etc. in conjunction with the Power Systems Service Administrator
• 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.
• Ensures 90% productivity and efficiency target for the assigned technicians.
• 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 Engine sales team, after input from the Technicians, with any up-sell items and explains the issue and continues to assist as necessary.
• Discounts, credits and re-issues customer invoices as needed to ensure customer satisfaction.
• Makes internal policy decisions for the 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 EPG 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.
• Serves 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 DBS, Infocast, and Sales Link.
• 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.
• Three years experience in the electric power generation or industrial engine industry. Caterpillar 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.
• Able to lift up to 50 lbs in accordance with Western States’ Lifting Safe Work Practice to include amount and approach.
• Must be able to meet all safety requirements for applicable safety policies.
  
  

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.

This role is designated as safety-sensitive.