Field Service Supervisor

Ziegler Inc.; United States; On-site; USD 74,000 - 111,000; Full time

Benefits offered by this job

Health Insurance

PTO 15 days

Paid Holidays

401(k) Match

HSA Contribution

Disability Insurance

Education Assistance

Parental Leave

Job summary

Ziegler Inc. has an opening for a Field Service Supervisor to lead a team of Field Service Technicians supporting customers’ needs.

You will be responsible for answering field service calls, opening service calls, managing labor, and dispatching Technicians, with a focus on customer service, problem solving, and leadership. You will oversee safety, training, staffing, and employee development while coordinating with HR for accommodations and policies.

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.

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.
• 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 followed.
• Work with employees to create a safety accountability plan, as needed.
• Hold regular safety meetings.
• Provide after-hours support to customers.
• Provide input on what parts should be inventoried at the branch.
• Stay up to date on new equipment/products and technical hot topics.
• 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 morale through routine conversation, team lunches, trainings, etc.
• Interview candidates.
• Hire technicians.
• Oversee the onboarding of new technicians.
• 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.

Skills

Leadership

Customer service

Problem solving

Communication

MS Office

Education

Two-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!

Salary & Benefits

The total compensation (base plus incentive) for this position is $74,200.00 to $111,300.00 Starting wage is dependent on skills, experience, and education. Along with competitive pay, full time positions are benefits eligible which includes:

• 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.

What We Can Offer You

Competitive pay Health, dental/orthodontia, vision & life insurances Paid time off (PTO) – 15 days to start 9 Paid holidays 401(k) contributions & match HSA, Ziegler contributes up to $1000 tax-free annually STD & LTD Insurance, FSA & EAP Paid Parental Leave & Funeral Leave Fitness membership discount Ongoing training Education assistance Advancement opportunities Safe, clean, and friendly work environment Military Friendly Ziegler employs a wide variety of former U.S. Armed Services personnel. We actively hire those with prior military experience and accommodate the needs of Reserve and National Guard members. Build Your Career at Ziegler Ziegler sells and services CAT® construction and mining equipment, generators and industrial engines in Minnesota and Iowa, as well as AGCO agricultural equipment across Minnesota, Iowa and Missouri. Ziegler has a team focus, a first-class reputation for service, and a healthy work-life balance. We train our employees to do things the Ziegler Way — the right way —and then we take it one step further. If you’re a talented, hard-working and down-to-earth person, you’ll fit in perfectly here.