Product Support Supervisor - Heavy Equipment Shop

Job Description

Job Description

Safely lead, supervise and coordinate the service technicians and support staff assigned to the Heavy Equipment shop. Facilitate timely, efficient and high-quality repair solutions, and direct people, parts and shop resources so that every customer receives responsive, dependable service.

This position supervises service work on all heavy construction equipment, including but not limited to: 

Heavy Equipment

• All models of Cat Dozers, Excavators, Loaders, Articulated Trucks and Motor Graders

• All models of Cat Dirt Rollers, Telehandlers and Backhoes

• Chassis type components like buckets, roller frames and undercarriage components.

Work is performed in and outside of the shop.

Duties and Responsibilities

• Oversee and maintain safe work practices for self and direct reports with a clear expectation of zero incidents and zero injuries.

• Oversee the use of safety resources, programs and policies by direct reports, including PPE, lockout/tagout, jobsite hazard assessment and equipment lifting and blocking procedures.

• Investigate, document and correct unsafe conditions, near misses and incidents; escalate as required.

Customer Support

• Provide exceptional customer service and support across all assigned accounts.

• Understand, document and communicate customer expectations, needs and equipment priorities.

• Provide daily customer updates on job status, parts availability and estimated completion.

• Address and resolve issues, conflicts and service concerns promptly, escalating when appropriate.

Service Operations

• Schedule and coordinate service work, technicians, tooling, parts and other resources to meet committed start and completion dates.

• Oversee workflow and throughput; monitor work-in-process and assist with job finalization, including segment closure, story writing and invoicing accuracy.

• Maintain quality standards, warranty documentation requirements and contamination control expectations.

• Establish and oversee labor expectations and allotments; review flagged versus billable hours.

• Work with parts, rental, sales and other departments to ensure successful outcomes for the customer.

Team Leadership

• Communicate expectations, priorities and performance standing to direct reports.

• Perform coaching and corrective or disciplinary duties as needed, in partnership with Human Resources.

• Conduct annual performance reviews and follow-up coaching with direct reports.

• Develop and facilitate training, certification and exposure opportunities for self and direct reports, including product-specific paving and compaction training.

Financial

• Manage expenses and costs for self- and direct reports, including overtime, travel, tooling and shop supplies.

• Support accurate time capture, work order accuracy and timely closure to protect margin.

• Perform all other duties as assigned.

Success Measures

Performance in this role is measured primarily against the following commitments:

• 95% start commitment – jobs begun on the date committed to the customer.

• 95% completion commitment – jobs completed by the date committed to the customer.

• 90% technician productivity – across assigned direct reports.

• Safety: zero recordable incidents and injuries.

• Quality: repeat repair / comeback rate within department targets.

Required Qualifications

• High school diploma or equivalent.

• Experience in a heavy or compact equipment service environment.

• Working knowledge of hydraulic, electrical, powertrain and engine systems on all Cat products.

• Leadership attributes and abilities are used to develop, lead and mentor a safe, efficient team.

• Exceptional written and verbal communication skills.

• Critical thinking, problem solving and a willingness to try better methods.

• Understanding of production timelines and customer urgency.

• A positive, can-do attitude.

Preferred Qualifications: 

• Prior experience as a technician team lead, service supervisor, service advisor or work order coordinator.

• Direct experience with Caterpillar equipment and the Cat dealer network.

• Familiarity with dealer service systems and electronic technician tools.

Physical Demands and Work Environment

The following reflects the physical requirements and conditions typical of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Frequently stands, walks and moves about a service shop and outdoor jobsites for extended periods.

• Regularly climbs on and off equipment, including ladders, steps and platforms; bends, stoops, kneels, crouches and reaches.

• Occasionally lifts, carries or moves items up to 50 pounds.

• Works in and around a shop environment with noise, vibration, fumes, dust, fuels, oils and solvents; required PPE must be worn.

• Works outdoors at active jobsites in varied weather, including heat, cold, and rain.

• Travels between shop, job sites and customer locations.

• Use a computer, phone and standard office equipment for scheduling, documentation and communication. 

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).