Lead Shop Service Supervisor

Gregory Poole Equipment Company in; Washington (NC); On-site; USD 75,000 - 95,000; Full time

Job summary

Gregory Poole Equipment Company is seeking a Shop Service Supervisor to oversee shop service operations, supervise technicians, coordinate maintenance and repair activities, and handle customer communication and job quoting responsibilities.

The role focuses on driving productivity, optimizing personnel and equipment utilization, and ensuring efficient operational performance while supporting administrative and service-related functions across a variety of equipment and service applications.

Qualifications

• Associate degree required; Bachelor's degree preferred.
• 2–5 years of technical and supervisory experience.
• Strong communication and safety awareness.

Responsibilities

• Manage daily production activities and communicate repair progress to customers.
• Coordinate with customers for repair approvals, updates on delays, and repair authorizations for technicians.
• Ensure initial and follow-up repair authorizations are approved and fully documented before starting work.
• Establish priorities for scheduled and unscheduled repair/maintenance activities.
• Manage service and administrative documentation processes, including work order coordination, service record review, invoicing, and customer payment processing.
• Evaluate daily operations to identify process improvement opportunities.
• Provide technical repair diagnoses and problem-solving guidance to shop technicians.
• Receive, review, and brief technicians on latest technical support information including service letters, bulletins, and product/warranty updates.
• Ensure all warranty and revenue repairs comply with guidelines and department policies.
• Coordinate with field service and outside vendors for repairs beyond internal capabilities.
• Manage tools and support equipment to ensure serviceability and availability.
• Ensure technicians receive required training on technological and product line updates.
• Directly supervise a shop technician workforce, ensuring productivity levels remain above 85%.
• Coach, direct, counsel, and issue warnings to technicians and make recommendations on hiring and termination to the Service Manager.
• Assist in identifying and correcting safety, operational, or training shortfalls.
• Foster a positive and productive work environment while maintaining department standards.
• Manage departmental expenditures to meet budget obligations.
• Assist Management and Product Sales Support Representatives in identifying and developing new service and business opportunities.
• Advise on long-term business strategies and identify potential problems impacting productivity or customer relations.
• Participate in, support, and enforce company safety initiatives such as safety mentor programs and pre-risk assessments.
• Maintain strong communication skills to ensure high levels of customer satisfaction.

Skills

Supervisory skills

Technical knowledge

Customer communication

Leadership

Problem solving

Training

Process improvement

Education

Associate degree

Bachelor's degree preferred

Job description

Gregory Poole Equipment Company is seeking a Shop Service Supervisor to oversee shop service operations, supervise technicians, coordinate maintenance and repair activities, and handle customer communication and job quoting responsibilities.

The role focuses on driving productivity, optimizing personnel and equipment utilization, and ensuring efficient operational performance while supporting administrative and service-related functions across a variety of equipment and service applications.