Field Service Supervisor: Lead Techs & Client Care

Western States Equipment Company; Meridian (ID); On-site; USD 74,000 - 115,000; Full time

Job summary

Western States Equipment Company is seeking a Field Service Supervisor to oversee the repair process within the assigned territory. You will serve as the primary customer contact, manage quotes and estimates, and coordinate field technicians to maximize productivity and client satisfaction.

Responsibilities include supervising staff, scheduling, maintaining work orders, and ensuring accurate invoicing while supporting warranty and policy issues. Strong communication and leadership are essential.

Qualifications

• Proof of high school diploma or GED.
• Associates Degree from an accredited vocational school preferred.
• Five years minimum experience working on heavy equipment; Caterpillar environment experience preferred.
• Minimum of one year previous supervisory experience required.
• Valid driver’s license and acceptable driving record.
• Must be able to communicate (speak, read, comprehend, write in English).

Responsibilities

• Supervises employees and conducts annual performance reviews.
• Serves as primary point of contact for customers seeking service work and directs inquiries.
• Performs quotes, estimates and bids for service work and communicates with customers.
• Qualifies repair needs and gathers information to create accurate quotes.
• Works with Service Pricing Group to provide estimates per Customer Care Standards.
• Schedules field technicians to optimize productivity and efficiency.
• Manages work orders, stories, segments and notes for repairs.
• Maintains frequent customer communication and follow-up after repairs.
• Monitors warranty, goodwill and policy issues and addresses them with customers.
• Oversees invoicing for service calls and tracks WIP turns to measure profitability.
• Coordinates with field technicians to ensure accurate job stories and proper invoicing.
• Ensures safety and adherence to company policies during repairs.

Skills

Conflict resolution

Written and verbal communications

Leadership

Planning and organizing

Interpersonal relationship building

Ability to set priorities

Self-starter

Education

High school diploma or GED

Associates Degree preferred

Tools

Microsoft AX

Infocast

Sales Link

Job description

Western States Equipment Company is seeking a Field Service Supervisor to oversee the repair process within the assigned territory. You will serve as the primary customer contact, manage quotes and estimates, and coordinate field technicians to maximize productivity and client satisfaction.

Responsibilities include supervising staff, scheduling, maintaining work orders, and ensuring accurate invoicing while supporting warranty and policy issues. Strong communication and leadership are essential.