Service Supervisor

GENERAL DESCRIPTION OF RESPONSIBILITIES The Service Supervisor is responsible for the supervision and scheduling of the shop and field service technicians and repair of the equipment. This role also oversees new and used equipment preparation and warranty, rental and lease maintenance and repairs. The Service supervisor works to enforce Company policies and procedure while encouraging high employee morale and technical support and providing customers with exceptional customer service.
This position will generally work within the core business hours of 7 :00 a.m. – 5:00 p.m. with overtime as needed. ESSENTIAL RESPONSIBILITIES

• Communicates and schedules work to be performed with shop and field technicians and customers
• Creates the work orders necessary to perform the work required in the shop and in the field
• Available for after-hours support for technicians and/or customers as needed
• Schedules and controls the labor resources to perform repairs
• Directs quality inspections once repairs are complete
• Oversees all work subject to a warranty repair
• Inspects the components and equipment for repair needs and delegates or completes the work accordingly
• Follows all applicable standard operating procedures (SOPs) for consistency and efficiency
• Ensure compliance with industry regulations, company policies and safety standards
• Collaborate with Product Support Representatives to promote new business
• Drive customer satisfaction through proactive engagement and excellent service
• Collaborate with Human Resources and the Branch Manager to execute the hiring, progressive discipline and termination of employees
• Lead, mentor and motivate teams to maximize productivity and performance
• Make informed and timely decisions that align with the Company mission, values and vision
• Effectively communicate the Company goals, values, and expectations to team members
• Demonstrate integrity, fairness, and accountability by conduct & behaviors respective to company core values
• Identify challenges and proactively implement solutions to address issues and improve processes
• Optimize resource allocation, including budget, personnel, and equipment to ensure efficiency and effectiveness
• Address conflicts and disputes in collaboration and as required by the Branch Manager within the team or between team members professionally and impartially in coordination with Human Resources as needed
• Foster a collaborative work environment by encouraging teamwork, knowledge sharing and cross-departmental/branch cooperation
• Complete all required paperwork, working with the Service/Warranty Admin as needed
• Adheres to and promotes a culture of company safety guidelines

• Performing other duties as assigned by the Company

  KNOWLEDGE, SKILLS AND ABILITIES

• Leadership and team management skills
• Basic to Intermediate Microsoft Works and computer experience
• Analytical/problem‐solving skills
• Ability to organize and prioritize workload to meet deadlines
• Working knowledge of equipment operations and mechanical functions, especially in construction and forestry equipment
• Strong diagnostic skills
• Must maintain confidentiality
• Excellent customer service skills
• Detail‐oriented, organized, and able to work on several projects simultaneously
• Efficient written and verbal communication and interpersonal skills
• Ability to work independently and in collaboration with others

  PROFESSIONAL REQUIREMENTS High School Diploma or equivalent
Valid driver’s license, CDL preferred EXPERIENCE     Minimum of 5 years experience working in the service department or related to the heavy equipment industry preferred. PHYSICAL DEMANDS     For this position, one:

• Is regularly required to: Use hands and fingers for fine manipulation, repetitive and rotational movements, to handle or feel; Reach with hands and arms; Talk or hear; Stand, walk climb, balance, stoop, kneel or crouch
• Must lift, carry, and/or move up to 15 pounds while occasionally being able to lift or move 50 pounds.
• Must use close vision, distance vision, color vision, peripheral vision, and depth perception.

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