Supervisor

Supervisor II

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 & 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 the 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 skills

Microsoft Office Suite

Microsoft SharePoint

Microsoft Dynamics AX 2012

Strong technical / equipment repair skills

Job Training

Microsoft Word and Excel basic and intermediate

Supervisory skills training

Business communication skills training

OSHA & MSHA required 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 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