Service Supervisor

Cleveland Brothers; Harrisburg (Dauphin County); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) match

Disability (short/long-term)

Health Savings Account

Paid time off

Profit sharing

Job summary

Cleveland Brothers is seeking a Service Supervisor to lead the Service and Parts Departments, directing shop repairs and parts activities to deliver cost-efficient support. You will oversee staff, schedule repairs, and ensure top-notch customer service while maintaining documentation and vendor relations.

Ideal candidates have supervisory experience in a shop setting, knowledge of Caterpillar products, and strong communication skills.

Qualifications

• Five years of hands-on supervisory experience in a shop environment; Caterpillar product line knowledge or equivalent.
• Comprehensive knowledge of company practices and policies for directing the workforce.
• Proven ability to manage and develop staff under a union or similar structure.

Responsibilities

• Supervise and develop department personnel.
• Receive and respond to customer repair inquiries and requests.
• Assign and schedule equipment and personnel for shop repairs.
• Research repair information from manuals and literature.
• Maintain accurate work orders, invoices, and parts availability data.
• Continuous improvement of department efficiency and performance.

Skills

Mechanical repair knowledge

Staff supervision

Communication skills

Windows/computer skills

Customer service

MS Office

Tools

MS Office

Windows OS

Job description

Cleveland Brothers, the largest Cat® dealer in Pennsylvania, northern West Virginia and western Maryland, has an immediate opportunity for a Service Supervisor.

Position Summary:

In accordance with management directives this position directs the activities Service and Parts Departments, in the performance of shop repairs and parts on equipment to ensure that the company provides the customer with the most efficient and cost-effective product line support possible.

Primary Responsibilities:

• Supervise and develop the personnel of the department
• Receive and respond to customer requests or inquiries on equipment repairs
• Assist in determination of needed repairs and the timing of repairs
• Research information from literature and computer based sources
• Assign and schedule equipment and personnel to shop repairs
• Other functions as assigned by necessity
• Assess employee performance and provide guidance or recommend training needed to reach and maintain acceptable performance level
• Foster good union/management relations
• Decide upon and administer employee discipline as required
• Receive calls from customers on a daily basis concerning the price and schedule for machine repair or service, technical information, recognition of warranty contracts, equipment transportation needs, and other issues
• Discuss complex repair diagnoses or procedures with Technical Communicators or other personnel within the company or with the manufacturer
• Address equipment down time concerns through scheduling repairs at times most convenient to the customer and the repair shop
• Utilize mainframe, personal computers, as well as literature sources such as pricing manuals, service manuals, parts books, service warranty guides, etc, to find information on invoices, work orders, parts availability, repair procedures, flat rate pricing, machine repair history, components under warranty coverage, and other similar information
• Devise work schedules for repairs to be performed in the repair shop which utilize available mechanics and service vehicles in the most cost efficient manner while taking into consideration parts availability and delivery schedules
• Examine work orders, requisitions, service reports, claim forms, bills of lading, etc, for accuracy and by request of other departments, personnel or the customer; draft budget recommendations
• Perform other work related duties as assigned

Skills / Knowledge / Qualifications:

• Comprehensive knowledge of mechanical repair procedures and their application to equipment repair
• Thorough understanding of Company/contract practices and policies in relation to the direction of the work force
• Significant talent in the direction and scheduling of persons under a collective bargaining agreement, as well as those who supervise and support them, to achieve the highest possible degree of productivity
• Considerable written and verbal communication skills for the conveyance of instructions
• Working skills in computer applications in a Windows based environment to provide for continual improvement of department efficiency
• Provide superior customer service and product support through management of all aspects of the service department
• Responsible for developing and managing relationships with customers, employees, salesmen and various departments within Cleveland Brothers.
• Proven success in managing and developing staff. Superior interpersonal and relationship building skills
• Precise documentation, organized, and detail oriented
• Ability to manage day to day operations
• Strong verbal and written communication skills. Intermediate computer skills
• Proficiency with MS office software
• Responsible for growing and continuing to improve efficiency

BACKGROUND TRAINING AND EXPERIENCE:

Five years of hands on supervisory experience within a shop environment demonstrating increased responsibility and knowledge of Caterpillar product lines, or an equivalent combination of training and experience acceptable to Company.

Comprehensive knowledge of EPG and their application.

Why Join the Cleveland Brothers Team

• Market Leading Benefits Package: Medical, dental, vision, life insurance, 401(k) match, short- and long-term disability, health savings account, PTO, Profit Sharing Account.
• Advancement: Take your career to the next level with a dynamic organization that wants to see you succeed! In addition to room to grow in this role, there are limitless opportunities across 29 locations whether you want to move up, or into another division of the company.
• Stability – Cleveland Brothers has been around for 75 years. Experience tremendous job security in an essential role with an organization that is around for the long haul.

About Us:

Founded in 1948, Cleveland Brothers Equipment Co., Inc., is the exclusive Cat ® dealer of western and central Pennsylvania, northern West Virginia and western Maryland, providing new, used and rental equipment