The Service Supervisor is responsible for the supervision and scheduling of the shop and field service technicians and repair of the equipment. This role also oversees new and used equipment preparation and warranty, rental and lease maintenance and repairs. The Service supervisor works to enforce Company policies and procedure while encouraging high employee morale and technical support and providing customers with exceptional customer service.
This position will generally work within the core business hours of 7:00 a.m. – 5:00 p.m. with overtime as needed.
Essential Responsibilities
Communicates and schedules work to be performed with shop and field technicians and customers
Creates the work orders necessary to perform the work required in the shop and in the field
Available for after-hours support for technicians and/or customers as needed
Schedules and controls the labor resources to perform repairs
Directs quality inspections once repairs are complete
Oversees all work subject to a warranty repair
Inspects the components and equipment for repair needs and delegates or completes the work accordingly
Follows all applicable standard operating procedures (SOPs) for consistency and efficiency
Ensure compliance with industry regulations, company policies and safety standards
Collaborate with Product Support Representatives to promote new business
Drive customer satisfaction through proactive engagement and excellent service
Collaborate with Human Resources and the Branch Manager to execute the hiring, progressive discipline and termination of employees
Lead, mentor and motivate teams to maximize productivity and performance
Make informed and timely decisions that align with the Company mission, values and vision
Effectively communicate the Company goals, values, and expectations to team members
Demonstrate integrity, fairness, and accountability by conduct & behaviors respective to company core values
Identify challenges and proactively implement solutions to address issues and improve processes
Optimize resource allocation, including budget, personnel, and equipment to ensure efficiency and effectiveness
Address conflicts and disputes in collaboration and as required by the Branch Manager within the team or between team members professionally and impartially in coordination with Human Resources as needed
Foster a collaborative work environment by encouraging teamwork, knowledge sharing and cross-departmental/branch cooperation
Complete all required paperwork, working with the Service/Warranty Admin as needed
Adheres to and promotes a culture of company safety guidelines
Performing other duties as assigned by the Company
Knowledge, Skills And Abilities
Leadership and team management skills
Basic to Intermediate Microsoft Works and computer experience
Analytical/problem‐solving skills
Ability to organize and prioritize workload to meet deadlines
Working knowledge of equipment operations and mechanical functions, especially in construction and forestry equipment
Strong diagnostic skills
Must maintain confidentiality
Excellent customer service skills
Detail‐oriented, organized, and able to work on several projects simultaneously
Efficient written and verbal communication and interpersonal skills
Ability to work independently and in collaboration with others
Professional Requirements
High School Diploma or equivalent
Valid driver’s license, CDL preferred
Experience
Minimum of 5 years experience working in the service department or related to the heavy equipment industry preferred.
PHYSICAL DEMANDS
For this position, one:
Is regularly required to: Use hands and fingers for fine manipulation, repetitive and rotational movements, to handle or feel; Reach with hands and arms; Talk or hear; Stand, walk climb, balance, stoop, kneel or crouch
Must lift, carry, and/or move up to 15 pounds while occasionally being able to lift or move 50 pounds.
Must use close vision, distance vision, color vision, peripheral vision, and depth perception
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Internet Publishing
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