Supervisor - Service Operations

• High school diploma required, college and/or technical education preferred.
• Service Technician training and/or equipment service and maintenance training through accredited technical schools, equipment dealerships or manufacturer factory training preferred.
• Five or more years of previous hands-on equipment diagnostics and advanced troubleshooting experience working on Caterpillar construction equipment.
• Able to work a flexible schedule, including nights, weekends and on-call hours as required.
• Demonstrated professionalism, integrity, adaptability and a strong customer service focus.
• Sense of urgency and self-initiative, and the personal drive for success.
• Excellent communication skills.
• Must be able to travel as required for meetings and training (less than 15%).

• Assigns work within company facilities and at remote field locations, aiding technicians in prioritizing and locating field service customers.
• Coordinates contact with technicians to support parts availability and parts orders, timely completion of work orders, and development of work schedules.
• Interacts with individual and commercial equipment customers and with company Product Support leadership regarding service status.
• Conduct annual performance reviews for assigned operational unit.
• Investigate & document events of work related Injury and/or property damages.
• Maintain effective work, vacation and training scheduled for assigned staff.
• Submit accurate time records related to work performed and/or hours worked.
• Respond to customer inquiries related to service.

• Know and follow all Company and customer safety rules, including maintaining a safe, clean, and orderly work area, fully participating in Company accident prevention and safety improvement activities.
• Must have the physical ability to wear Personal Protective Equipment (PPE), including protective glasses, protective gloves, and protective clothing and footwear as required by the job.

• Respond to all customer requests in a professional and courteous, timely and responsive manner.
• Maintain a clean, professional personal appearance at all time, meeting all Company standards for professionalism.
• Keep the Manager continually apprised to assist in answering customer questions and problems when necessary.

• Supports the organization's mission, vision and values by exhibiting the following behaviors: honesty, integrity, and respect while delivering high quality solutions and maintaining a positive attitude and a safe work environment.
• Accepts responsibility for mistakes or problems. Maintains "ownership" of assigned tasks.
• Demonstrate a positive attitude and a high level of personal credibility and integrity with customers, management, and dealership co-workers.
• Must be dependable. Consistently arrives at work on time when scheduled, fully ready to work.
• Maintain company and product confidentiality.
• Attend and participate in all meetings, trainings, and activities as required.
• Adhere to all Company policies and departmental procedures and rules.
• All other duties as assigned.

• Maintain a clean, safe working environment.
• Communicate effectively, verbally and in writing.
• Must be honest, reliable, and dependable, and display a positive attitude.
• Must be able to work well under occasional pressure or within work standards and deadlines.
• Must be able to work independently and/or with others in a team environment.
• Able to work standard five-day schedule, including daily overtime and occasional weekend hours as needed.
• Meet all eligibility requirements to drive Company vehicles, including a current, valid driver's license issued by the resident State, and maintain current motor vehicle liability insurance.

• Pass pre-employment background check, physical exam including drug screen, and meet all physical requirements for the position.
• Able to lift up to 20-50 pounds occasionally.

Listing is current as of May 05, 2025 04:44 AM