Service Supervisor: Lead Repairs & Customer-Focused Ops

Boyd Company; Belle (WV); On-site; USD 55,000 - 75,000; Full time

Job summary

Boyd CAT is seeking a Service Supervisor to plan and oversee the department's activities, ensuring high-quality service and profitability. The role emphasizes scheduling repairs, supervising technicians, and maintaining customer relationships across branches.

The candidate will manage work orders, collaborate with other departments, and drive the Annual Business Plan while ensuring safe, efficient operations and timely completion of service work.

Qualifications

• Supervise, train and evaluate staff to maintain high quality workforce.
• Schedule and coordinate repairs by priority with technicians to balance cost and quality.
• Prepare estimates, manage work orders, and document customer communications.

Responsibilities

• Supervise, train and evaluate staff; maintain high quality work force.
• Schedule and coordinate repairs by priority, assigning most qualified technicians to achieve highest quality repair at the lowest cost and coordinating work with other departments, branches, or outside vendors to meet estimated completion dates and to keep customer downtime to a minimum
• Prepare written estimates; initiate opening, closing, and accuracy of all work orders; document, on work order, all conversations and agreements with customer or branch; approve and verify time cards, Service Reports, SIMS Reports, and monitor paperwork required
• Assist in developing Annual Business Plan for Branch Service Department
• Supervise personnel and oversee tooling and equipment to maintain a safe, efficient operation while meeting productivity and profit levels established in the Annual Business Plan
• Maintain good customer relations; settle customer complaints and/or provide documentation and technical input to assist Branch Management Team in resolving customer controversies
• Monitor return of tooling and unused parts; ensure proper processing of parts by Technicians
• Resolve unusual or complex issues/problems in coordinating work with other departments or branches
• Maintain a high degree of discretion in handling confidential matters
• Evaluate employee work performance and counsel or recommend employee for training
• Conduct monthly departmental and safety meetings to keep employees informed of policies, procedures, new products, and equipment updates
• Perform other duties as necessary and assigned

Skills

Staff supervision

Caterpillar equipment knowledge

Computers and SMCS systems

Service and parts operations

Customer interactions/diplomacy

Willingness to work outside hours

Education

High school diploma or equivalent

Tools

SIMS Reports

Job description

Boyd CAT is seeking a Service Supervisor to plan and oversee the department's activities, ensuring high-quality service and profitability. The role emphasizes scheduling repairs, supervising technicians, and maintaining customer relationships across branches.

The candidate will manage work orders, collaborate with other departments, and drive the Annual Business Plan while ensuring safe, efficient operations and timely completion of service work.