Field Service Supervisor

Warren Equipment Company; Wichita Falls (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Job summary

Warren CAT in Wichita Falls, TX is seeking a Service Supervisor - Field Service to supervise field service technicians and oversee the Machine Field Service Department operations.

The role emphasizes safety, scheduling efficiency, customer relations, payroll, and performance review, with travel up to 20% and a focus on profit margins and KPI targets.

Qualifications

• Requires high school diploma or equivalent and five years' related industry experience, with leadership knowledge.
• Prefer 2 years supervisory experience in a service environment.
• Ability to read, comprehend and interpret written instructions and procedures.
• Ability to write simple correspondence and present information in one-on-one or small groups.
• Empowered to make decisions affecting duties; follow routine protocols and adapt when needed.
• Develop priorities and adjust work plans to meet deadlines; learn CAT DBS, Lotus Notes, SIS.
• Proficient with MS Excel, Word, PowerPoint and reporting tools.

Responsibilities

• Supervises field service technicians and daily operations of the Machine Field Service Department.
• Communicates and ensures seamless transition of field service processes to customers and internal teams.
• Enforces safety & DOT regulations and interprets company policies.
• Establishes or adjusts work procedures to meet schedules and maximize efficiency.
• Manages work order quality, paperwork, and reporting expectations; payroll and WIP.
• Oversees technician performance and alignment with KPIs; recruits and retains staff.
• Maintains service trucks, scheduling, and tooling inventories; handles required travel.

Skills

Safety compliance

Team leadership

Scheduling

Payroll management

Customer relations

MS Excel

Communication

Policy enforcement

Education

High school diploma or equivalent

Tools

CAT DBS System

Lotus Notes

SIS

Excel

PowerPoint

Cognos

Crystal Reports

Tableau

Job description

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

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 (https://www.eeoc.gov/poster) notice from the Department of Labor.