Field Service Lead: Customer Care & Technician Growth

Western States Equipment; Meridian (ID); On-site; USD 70,000 - 90,000; Full time

Job summary

Western States Equipment is seeking a Field Service Supervisor to manage the customer repair process in the assigned territory. This role coordinates service work, liaises with customers, and ensures high levels of service through daily communication with technicians and support teams.

The position emphasizes growth of technicians, effective scheduling, and strict adherence to warranty, policy and safety standards while maintaining strong customer relationships.

Qualifications

• High school diploma or GED required.
• Associate degree preferred.
• Minimum five years’ experience working on heavy equipment; Caterpillar experience preferred.
• Must have one year of supervisory experience and valid driver's license.

Responsibilities

• Supervise employees and conduct annual performance reviews.
• Serve as primary customer contact for service work and coordinate quotes/estimates.
• Schedule field technicians and manage work orders for repairs.
• Coordinate with pricing to prepare quotes and ensure customer consent.
• Drive profitability targets and manage goodwill/policy issues.
• Ensure safety policies are followed and maintain communication with customers.

Skills

Microsoft products knowledge

Conflict resolution

Communication skills

Leadership

Prioritization

Self-motivation

Attendance

Education

High school diploma or GED

Associates degree preferred

Tools

Microsoft AX

Infocast

Sales Link

Job description

Western States Equipment is seeking a Field Service Supervisor to manage the customer repair process in the assigned territory. This role coordinates service work, liaises with customers, and ensures high levels of service through daily communication with technicians and support teams.

The position emphasizes growth of technicians, effective scheduling, and strict adherence to warranty, policy and safety standards while maintaining strong customer relationships.