Field Service Supervisor

Ziegler Caterpillar; Saint Cloud (MN); On-site; USD 74,000 - 111,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with company contribution

Job summary

Ziegler Inc. in Minnesota seeks a Field Service Supervisor to lead a team of Field Service Technicians, handling customer calls, opening service calls, and dispatching technicians. You will manage labor, oversee parts on service calls, and ensure timely service delivery.

Strong emphasis on customer service, problem solving, and leadership/coaching to drive safety, quality, and efficiency in field operations. This role includes after-hours support and SME input on parts and equipment.

Qualifications

• Requires strong leadership and supervisory experience in field service.
• Must have excellent customer service and communication skills.
• Proficient in problem solving and organizational tasks.
• Proficient with MS Office products.
• Experience with Workday or D365 for workforce management is a plus.
• 2-year technical degree preferred; high school diploma required.

Responsibilities

• Take field service customer calls and open service calls.
• Dispatch Field Service Technicians and manage labor.
• Approve employee time in Workday or D365 and monitor service calls.
• Order parts on service calls as appropriate and track progress.
• Ensure safety and contamination controls on job sites and conduct regular safety meetings.
• Provide after-hours support to customers and act as technical SME.

Skills

Leadership

Customer service

Communication

Problem solving

MS Office

Education

2-year technical degree

High school diploma

Tools

Workday

D365

Job description

Ziegler CAT has an opening for a Field Service Supervisor to lead a team of Field Service Technicians supporting customers’ needs. In this role, you will be responsible for answering field service calls from customers, opening service calls, managing the labor, and then dispatching Technicians. In this role, customer service, problem solving, and leadership and coaching will be key.

Responsibilities

Customer Contact

• Take field service customer calls
• Seek approval from customer on additional work request details
• Collaboration on invoice disputes, service call details, and additional segments
• Service Call Labor Management
• Open service calls and segments
• Order parts on service calls as appropriate
• Dispatch Field Service Technicians
• Approve employee time (in Workday or D365)
• Monitor service calls to ensure estimates are met
• Troubleshoot parts availability issues
• Manage field truck utilization

Safety And Contamination Control

• Complete incident reports as needed
• Field Service Truck inspections (daily, weekly, monthly) for safety and contamination control
• Conduct regular site visits to ensure all appropriate PPE is used and all safety standards (i.e. lockout/tagout, JAS, and monthly safety inspections) are followed
• Work with employees to create a safety accountability plan, as needed
• Hold regular safety meetings

After Hours

• Provide after-hours support to customers

Technical Subject Matter Expert

• Provide input on what parts should be inventoried at the branch
• Stay up to date on new equipment/products and technical hot topics

Training and Coaching

• Answer technician questions about specific service calls and segments
• Conduct coaching and/or performance action conversations, as needed
• Hold regular team meetings (updates, safety trends/hot topics, priorities, etc.)
• Monitor and enforce employee training completion
• Plan training for technicians based on the needs of the customers and the shops
• Build team moral through routine conversation, team lunches, trainings, etc.

Staffing

• Interview candidates
• Hire technicians
• Oversee the onboarding of new technicians

Employee Management

• Complete annual employee performance reviews
• Maintain employee records in Workday (PTO, Time, terminations, training, etc.)
• Stay up to date on company policies and HR memos
• Support employees career development
• Answer questions on company/job benefits or appropriately direct employees
• Work with HR for any necessary employee accommodation or leave situations
• Work with Workers Compensation for any restricted work accommodations

Qualifications

• 2-year technical degree strongly preferred; High school degree required
• 5+ years of relevant diesel equipment knowledge strongly preferred
• 3+ years in a lead or supervisory position preferred
• Good computer skills required (MS Office products)
• Strong communication, customer service, and organizational skills required
• Ability to problem solve and think creatively to take care of customers in the most efficient way required
• Committed to serving our customers
• Ability to hire, build, and support team of high performing Technicians

Minimum Physical Requirements

• Lift/carry up to 10 lbs
• Standing, walking, using hands, talking, hearing, stair climbing, forward reaching, bin lift, fingering/grasping

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Ziegler Inc. will reasonably accommodate the known disabilities of qualified disabled individuals.

SEE YOURSELF AT ZIEGLER

Founded in 1914, Ziegler is a third-generation, family-owned CAT dealer with over 2400 employees across 30+ locations in Minnesota, Iowa and northern Missouri. Since day one Ziegler has had the same philosophy- if the customer is successful- then Ziegler will be successful. That is why Ziegler is committed to providing employees with the best possible work environment and the right tools for career development. This means great benefits, work/life balance, and ongoing professional development and training. Fulfill your calling by starting a career with Ziegler today!

The total compensation (base plus incentive) for this position is

$74,200.00 to $111,300.00

Benefits

• Health, Dental, Vision and Life Insurance
• 15 days of PTO your first year, accrual starts day 1
• 9 paid holidays
• 401(k) plan with company contribution and match
• HSA (Health Savings Account), Ziegler contributes up to $1000 tax-free each year
• Short-Term and Long-Term Disability Insurance, FSA & EAP
• Paid Parental Leave & Funeral Leave
• Fitness membership discount
• Education Assistance

At Ziegler Inc. we’re committed to equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.