Power Systems Service Supervisor

Power Systems Service Supervisor

The Power Systems Service Supervisor is responsible for leading and supporting the Power Systems Service Department by overseeing daily operations and ensuring customer needs are met at the highest level. This role provides leadership, direction, and technical guidance to a team of 1015 technicians supporting Marine and Electric Power Generation (EPG) service operations.

This position serves as a key liaison between customers, technicians, and internal departments, ensuring efficient service execution, high-quality repairs, and continuous improvement of shop and field operations. The Service Supervisor plays a critical role in driving customer satisfaction, technician performance, and operational excellence.

Maintain and promote a strong, healthy safety culture within the Service Department

Uphold the Riggs Way, the Riggs Values, and the Riggs Mission Statement in all aspects of the role

Lead, coach, and direct Service Department employees, including a team of 1015 technicians

Monitor, improve, and maintain technician performance, with a strong focus on technician utilization as a key metric

Plan and coordinate jobs including quoting, parts availability, and manpower

Assign and dispatch work to technicians

Support daily service operations including opening/closing work orders, adjusting labor, and scheduling jobs

Prepare estimates, quotes, and invoices for internal and external customers

Manage work-in-progress (WIP) and ensure accuracy of work orders

Deliver excellent client communication through consistent updates and engagement utilizing Cat Interact

Perform monthly service truck safety inspections and monitor overall condition of field service trucks

Handle incoming customer calls and effectively resolve concerns or objections

Maintain strong communication with customers regarding job status and repairs

Promote customer satisfaction and follow up on completed work

Collaborate with internal departments to deliver high-quality service

Train and mentor less experienced technicians

Monitor customer satisfaction and employee morale; implement improvements as needed

Ensure safe, efficient, and timely job completion to minimize customer downtime

Investigate and report accidents or near misses

Identify operational issues and implement corrective actions

Support inventory, asset management, and capital planning activities

Lead continuous improvement initiatives through meetings and training

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

Ability to write routine reports and correspondence

Ability to speak effectively before groups of customers or employees of organization

Knowledge of MS Office Suite software (Basic to Intermediate skill level)

Ability to multi-task

Basic to Intermediate knowledge of BMTS and DBS

High school diploma or equivalent required

Experience as a Service Technician preferred

Supervisory or leadership experience in service operations preferred

Experience in electric power generation, marine engines, or heavy equipment service is highly desirable

Strong leadership, coaching, and team-building skills

Excellent verbal and written communication skills

Strong customer service and relationship management abilities

Solid technical knowledge of diesel and gas engines, generator sets, and power systems

Ability to handle multiple priorities in a fast-paced environment

Strong organizational, analytical, and problem-solving skills

Business and financial acumen related to service operations

Ability to effectively manage customer expectations and resolve conflicts

Proficiency with Microsoft Office Suite (Word, Excel)

Experience with systems such as DBS, SIS, SharePoint, or similar platforms preferred

Familiarity with service operations software and work order systems

Work is performed in both office and service environments

Exposure to physical and environmental conditions, including outdoor work as needed

Moderate noise levels when working around equipment

Ability to sit, stand, and walk as required

Ability to lift up to 75 lbs

Ability to bend, stoop, kneel, and climb

Ability to communicate effectively (speak, hear, and write)

Must follow all safety policies and procedures

Position involves potential exposure to workplace hazards (lifting, slips, repetitive motion, etc.)

Travel required up to 10%

Position is considered safety sensitive

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Job description subject to change based on business needs

RC26