Field Service Supervisor

Description The Service Supervisor – Field Service is responsible for directly supervising field service technicians and the daily operations of the Machine Field Service Department. What You’ll Do Manage in accordance with Safety First and Safety Starts with Me culture. Communicate and ensure a seamless transition of the machine field service processes to each customer and internal departments. Interpret company policies for workers and enforce safety & DOT regulations. Establish or adjust work procedures to meet schedules. Maximize efficiency and truck utilization through effective communication and scheduling. Maintain work order quality standards and technician responsibilities related to paperwork and reporting expectations. Manage technician group and resources to maximize efficiency, reduce operational costs, and meet field service targets. Handle technician payroll. Manage WIP in accordance with Warren CAT operational goals. Review and manage technician performance in alignment with established Key Performance Indicators. Ensure customer satisfaction metrics are met or develop corrective action plans when goals are not achieved. Establish and maintain exceptional business relationships with the Warren CAT customer base. Review or approve quotes related to work orders and manage profit margins within the work order. Recruit and retain technician staff. Handle a large volume of phone calls in a timely manner while accurately prioritizing all service calls. Perform routine inspection of field service trucks for cleanliness and appearance. Set up maintenance schedules for all service trucks and complete related paperwork. Ensure service truck tooling is up to standards and maintain proper inventory of all tooling. Pro-actively establish effective relationships and support others in achieving high performance. Study schedules and estimate worker hour requirements for job assignments. Perform on‑call duties as assigned. Maintain a clean and organized work environment. Display continuous respect, positive attitude, and teamwork to achieve department and company goals. Supervisory responsibilities: directly supervise field service technicians and the daily operations of the Machine Field Service Department. What You’ll Need Minimum high school diploma or equivalent and five years’ experience in a related industry with knowledge of machine service issues, business accounting, and leadership. Prefer 2 years’ experience in a supervisory role in a service industry. Ability to read, comprehend, and interpret written instructions, procedures, business correspondence, and routine reports. Ability to write simple correspondence. Ability to present information in one‑on‑one and small group situations to customers or employees. Empowered to make decisions that directly affect the ability to perform above duties and responsibilities. Ability to define problems, collect data, and establish facts; apply common sense to problems involving a few concrete variables in standardized situations; follow routine protocols while recognizing when they do not apply. Develop priorities and adjust work plans to meet deadlines. Willingness to learn CAT DBS System, Lotus Notes System, and SIS. Proficient in MS Excel, Word, PowerPoint, and report writing applications such as Cognos, Crystal Reports, and/or Tableau. Why Work With Us We take care of business and have fun doing it. Comprehensive benefits package including health, dental, vision, and life. Opportunity to work with supportive and enthusiastic people. Important Information The employee is frequently required to sit; use hands to finger, handle, or feel; and talk or hear. Occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. Vision requirements: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually quiet. Required travel up to 20%. The position is considered a safety‑sensitive position. Job description is subject to change by the employer as needs and requirements evolve. EEO/AA Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor #J-18808-Ljbffr