Field Service Supervisor

Warren CAT; Odessa (DE); On-site; USD 85,000 - 110,000; Full time

Job summary

Warren CAT in the United States seeks a Service Supervisor – Field Service to directly supervise field service technicians and oversee the daily operations of the Machine Field Service Department. You will ensure safety compliance, optimize scheduling and crew utilization, and manage work orders, reports, and quotes to support profitability and customer satisfaction.

This role requires leadership, strong communication, and the ability to build relationships with customers and internal teams

Qualifications

• Must have a minimum high school diploma or equivalent.
• Prior supervisory experience in a service environment preferred.
• Ability to read, comprehend and interpret written instructions and procedures.
• Ability to write simple correspondence.
• Strong communication and leadership skills.
• Willingness to travel up to 20%.

Responsibilities

• Directly supervise field service technicians and daily operations.
• Ensure safety culture and compliance with DOT regulations.
• Coordinate service processes with customers and internal teams.
• Establish or adjust work procedures to meet schedules.
• Maximize technician efficiency and truck utilization through scheduling.
• Oversee work order quality, reports, and paperwork.
• Manage technician payroll and WIP per goals.
• Review technician performance against KPIs.
• Build and maintain customer relationships and handle quotes for margins.
• Lead recruitment and retention of technician staff.
• Handle high volume of calls and prioritize service requests.
• Maintain service trucks, tools, and inventories.

Skills

Leadership

Communication

Problem solving

Time management

Education

High School Diploma or equivalent

Supervisory experience in service

Tools

CAT DBS System

Lotus Notes

SIS

MS Excel

MS Word

PowerPoint

Cognos

Crystal Reports

Tableau

Job description

TEAM UP WITH US!

The Service Supervisor – Field Service is responsible for directly supervising field service technicians and the daily operations of the Machine Field Service Department

DO YOU HAVE WHAT IT TAKES?

WHAT YOU'LL DO:

• Manages 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.
• Interprets company policies to workers and enforces safety & DOT regulations.
• Established or adjusts work procedures to meet schedules.
• Maximize efficiency and truck utilization through effective communication and scheduling.
• Manage work order quality standards and technician responsibilities related to paperwork and reporting expectations.
• Manage technician group and resources to maximize efficiency to reduce operational costs and meet targets for field service.
• Manage technician payroll
• Manage WIP in accordance with Warren CAT operational goals
• Review and manage technician performance in alignment with established Key Performance Indicators
• Responsible for customer satisfaction metrics and corrective action plans when goals are not met.
• Establish and maintain exceptional business relationship with Warren CAT’s customer base.
• Responsible for the sale or the review of a quote as it pertains to a work order and managing profit margins within the work order.
• Responsible for recruitment and retention of technician staff
• Handle a large volume of phone calls in a timely manner while making accurate and precise decisions regarding prioritizing of all service calls.
• Performs routine inspection of field service trucks for cleanliness and appearance.
• Responsible for setting up maintenance schedules for all service trucks along with paper work.
• Responsible for seeing that all service truck tooling is up to standards and a proper inventory of all tooling is kept and maintained.
• Pro-actively establish effective relationships and support others in achieving high performance
• Studies schedules and estimates worker hour requirements for completion of job assignment
• 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 supervises field service technicians and the daily operations of the Machine Field Service Department

WHAT YOU'LL NEED:

• Requires a minimum high school diploma or equivalent and five years’ experience in a related industry, as well as a depth of knowledge pertaining to 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 and procedures, business correspondence and routine reports.
• Ability to write simple correspondence.
• Ability to understand and present information in one-on-one and small group situations to customers or employees of the organization.
• Employee is empowered to make decisions directly affecting their ability to perform the above duties and responsibilities.
• Ability to define problems, collect data and establish facts. Ability to apply common sense understanding and deal with problems involving a few concrete variables in standardized situations. Must be able to follow routine protocols as well as identify when the routines do not apply in a specific situation.
• The position requires the ability to develop priorities and adjust work plans to meet deadlines.
• Must be capable and willing to learn CAT DBS System, Lotus Notes System and SIS.
• Thorough knowledge of MS Excel, Word and PowerPoint and report writing applications, including but not limited to Cognos, Crystal Reports, and/or Tableau.

WHY WORK WITH US?

• We like to take care of business and have fun doing it!
• We offer health, dental, vision, life, and more as a comprehensive benefits package.
• Don’t you want to work with awesome people?

IMPORTANT INFORMATION:

While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Required travel up to 20%.

This position is considered a safety sensitive position.

The Job description is subject to change by the employer as the needs of the employer and requirements of the job change.

EEO/AA