MacAllister Service Supervisor (Regional Field Service) in Novi, Michigan
The Service Supervisor is central to Michigan CAT's success. They are the main point of contact for our customers requiring services done to their equipment. Service Supervisor must be able to take on complicated requests, and navigate his team to successfully achieving the goals set, to provide our customers with quality service that makes Michigan CAT stand out as their choice for maintaining their equipment.
Assign and schedule daily tasks and duties for multiple service technicians, some of who may be based in various locations, based on technician abilities, location, and customer requests
Communicate with all necessary internal and external customers regarding service requirements to provide accurate repair quotes
Process work orders and ensure accuracy in all charges such as labor, warranty, parts, etc. resulting in a complete invoice to the customer
Supervise work assignments, obtain guidance from Technical Communicators or other resources on escalated technical issues, approve overtime, schedule time off and maintain records pertaining to training and safety
Supervise Field Technicians; maintain records on vehicle maintenance and Department of Transportation requirements on all assigned Technicians
Act as the primary contact for customers in all matters pertaining to service such as technical issues, diagnosing equipment failures, invoice and repairs inquiries, etc.
Initiate contact with customers regarding current and future service needs by reviewing service history, warranty records and product improvement and support programs
Ensure safe work practices
Manage 24-hour emergency service needs and approve maintenance repair on service vehicle
Attend MI CAT and Caterpillar provided training to remain current on product and procedural changes
Attend customer events as required to further develop customer relationships
Assist Store Manager with preparing and submitting required documentation to Caterpillar to resolve product failures and compensation responsibility
Deliver parts as needed
To be successful you should have:
Solid ability to manage technical problems, and directing a team to complete tasks with quality and on time
Prior experience in a management function, responsible for performance reviews, daily task management, disciplinary actions etc.
Mechanical background to have technical conversations with Customers, Technicians, and Technical Communicators
Strong communication skill, both written and verbal, to able to communicate with a wide variety of personel including internal and external customers, upselling parts and service as required
Prior experience as a Service Technician in a Heavy Equipment or Heavy Truck business is preferred
Any Duties and Responsibilities described within the Careers Page are not a comprehensive list, and the scope of the job may change as necessitated by business demands.
Michigan CAT is an Equal Opportunity Employer
Qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
Equal Employment Opportunity is the Law
Equal Employment Opportunity is the Law – Poster Supplement
Job ID: 2020-3685
External Company Name: MacAllister Machinery Co., Inc.
External Company URL: http://www.macallister.com/
Street: 24800 Novi Rd.