Supervisor - Earthmoving Field Service

Thompson Tractor Company; Montgomery (AL); On-site; USD 55,000 - 85,000; Full time

Job summary

Thompson Tractor Company in Montgomery, Alabama seeks a Service Supervisor to lead a team of 5–15 technicians, oversee dispatch, quotes, and work orders, and ensure customer needs are met at the highest level. The role supports the Service Dispatcher/Advisor with calls, estimates, and job closing.

You will coach staff, monitor performance, plan jobs with parts and manpower, and maintain clear customer communication. Training in OSHA & MSHA and vendor sites is included.

Qualifications

• High school diploma or equivalent.
• Experience as a Service Technician preferred and basic typing/PC skills required.
• Proficiency with Microsoft Word and Excel, and familiarity with SharePoint and Dynamics AX 2012.

Responsibilities

• Coach and direct Service Department employees.
• Monitor, improve, and maintain Technician performance.
• Ensure proper planning of jobs, quoting, parts availability, and manpower.
• Effectively handle customer objections and concerns.
• Maintain customer dialogue and inform on repair status.
• Monitor customer satisfaction and employee morale.
• Minimize downtime with accurate job planning and repairs.
• Assign jobs to shop technicians and dispatch field service technicians.

Skills

Verbal communication

Written communication

Leadership

Problem solving

Technical skills

Collaboration

Strategic thinking

Relationship building

Education

High School or Equivalent

Tools

Microsoft Word

Excel

Microsoft SharePoint

Microsoft Dynamics AX 2012

Job description

The Service Supervisor is responsible for serving as team leader and tracking efficiency for 5-15 technicians to ensure that customer needs are met at the highest level. The Service Supervisor will support the Service Dispatcher and/or Service Advisor in their daily tasks including handling incoming calls, producing quotations and estimates, opening and closing work orders, adjusting time on work orders, dispatching Field Service Technicians, assigning jobs to Shop Technicians, training/mentoring less experienced Technicians, and other duties not specified.

Essential Responsibilities And Expectations

• Coach and direct Service Department employees
• Monitor, improve, and maintain Technician performance
• Ensure proper planning of jobs, quoting, parts availability, and manpower
• Effectively handle customer objections and concerns
• Maintain (and ensure technicians maintain) proper dialog with customer and inform customer of repair status as required
• Monitor customer satisfaction and employee morale and take steps to improve both when necessary
• Minimize customer downtown with accurate and efficient job planning and repairs
• Effectively communicate with company personnel
• Assign jobs to shop technicians and dispatch field service technicians

Qualifications

Education: High school diploma or equivalent

Experience: Experience working as a Service Technician preferred. Experience using personal computers including Microsoft Word and Excel and basic typing skills are required for this position.

Skills And Competencies

• Telephone / verbal / written communication
• Microsoft Office Suite
• Microsoft SharePoint
• Microsoft Dynamics AX 2012
• Strong technical/repair skills

Job Training

• Microsoft Word and Excel - basic and intermediate
• Supervisory skills training
• Business communication skills training
• OSHA & MSHA training
• Vendor technical sites (Infocast, SIMSi, Independent Truck Network SharePoint site)
• Compliance training

Safety Summary

Working Conditions

Work is normally performed in a Service Department shop office or shop environment. Exposure to physical risk and all weather conditions is associated with this position. Standing on hard surfaces for extended periods of time is often required.

Physical Requirements and Job Hazards

• Ability to speak, listen, read, write, and type effectively
• Ability to reach, kneel, grasp, stoop, and perform repetitive motions
• Ability to lift and carry items up to 75 pounds
• Ability to climb on and around heavy equipment
• Ability to drive during daytime and nighttime hours
• Exposure to potential tripping, slipping, and falling hazards
• Work in environments with job site-related hazards
• Exposure to driving-related hazards
• Ability to work effectively in stressful or high-pressure situations

Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.

Experience Required

• Experience working as a service technician preferred.
• Experience using personal computers including Microsoft Word and Excel and basic typing skills are required for this position.

Education Required

• High School or Equivalent or better

Skills Required

• Microsoft Office
• Computer
• Problem Solving
• Verbal Communication
• Results Oriented
• Technical
• Collaboration
• Written Communication
• Strategic Thinking
• Relationship Building
• Leadership
• Mechanical

Behaviors Required

• Leader: Inspires teammates to follow them

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 notice from the Department of Labor.