Field Service Supervisor

Overview:

The Field Service Supervisor is responsible for leading, supporting, and developing a team of field service technicians while ensuring safe, efficient, and high-quality service delivery for Caterpillar and allied equipment. Field Service Supervisor serves as the primary link between customers, technicians, and dealership operations, with accountability for technician productivity, customer satisfaction, work order execution, and financial performance. Successful candidates are self-motivated leaders who thrive in a fast-paced, customer-focused environment and are committed to a Safety-First culture.

 

Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results.  Some of the benefits of joining our team are:

• Competitive Pay.
• Benefits: Medical, dental, vision, 401K, profit sharing, generous PTO, VTO (Volunteer Time Off), paid holidays, and much more.
• Exposure to world-class training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies.
• Opportunities for advancement.

Responsibilities:

• Contributes to a positive work environment and promotes the vision, mission, and values of BMC.
• Completes all job responsibilities in a safe manner, promotes and champions a safe and healthy work environment.
• Evaluating goodwill requests, recommending financial assistance, or obtaining authorization for goodwill expenses.
• Reviews and interprets departmental Profit & Loss (P&L) statements, identify financial trends and opportunities for improvement, and implements corrective actions to achieve established profitability objectives.
• Scheduling and prioritizing all work performed in the field service area, and preparing customer invoices for work performed.
• Communicate with customers about repair estimates and quotes, and ensure repairs are completed thoroughly and efficiently to meet customer expectations and satisfaction.
• Responsible for conducting performance reviews and managing employee development in accordance with company guidelines
• Aligns, partners, and collaborates with assigned HR representatives to proactively manage staffing, workforce development, employee communication, employee relations and support and develop business unit objectives.
• Maintain customer satisfaction with timely and accurate communication.
• Plans work schedule to meet work order commitments and assigns work to technicians and monitors progress.
• Provides decision-making support to technicians in the analysis and resolution of service/parts problems.
• Effectively analyze and proactively seek out all options to provide the best solution for the customers and the company.
• Elevate customer issues to Product Support Manager when appropriate.
• Maintain and promote a safe work environment and a Safety-First culture and complete the Employee Injury Report promptly and accurately.
• Collaborate with all divisional areas of the dealership on continuous improvement projects that touch the service division.
• Must be willing to visit customers and suppliers and must be able to travel as needed to support business needs.
• Other duties as assigned.

Qualifications:

• High School Diploma or equivalent required.
• 3+ years of heavy equipment service experience required, and 2+ years of supervisory and/or leadership experience preferred.
• Must possess a valid driver's license with two or less moving violations in the past three years.
• Experience with DBS, SIS, and Service link is a plus
• Proficiency in computer use and related software, including Word and Excel.
• Advanced knowledge of heavy equipment service and maintenance, including the safe operation of heavy construction equipment, with the ability to perform machine inspections and operate a service vehicle.
• Strong organizational and time management skills, with the ability to establish and maintain priorities, meet deadlines, and manage stress professionally while working with a sense of urgency to exceed customer expectations in a dynamic, fast-paced service environment.
• Enthusiastic, hard-working, and self-directed team player who completes work with minimal supervision, leads and collaborates effectively with teams, and is committed to building a supportive, positive, and winning culture.
• High degree of interpersonal skills with solid written and oral communication skills, and the personal discipline to represent Blanchard Machinery professionally and collaborate with customers in a professional manner.
• Strong problem-solving skills and attention to detail, with a high level of accuracy.
• Proven ability to navigate change productively, staying open to it and driven to meet organizational goals and objectives.
• Sound decision making skills with ability to assess strengths and weaknesses of the team; pursue training and development opportunities; strive to continuously build knowledge and skills.

Working Conditions

• The physical environment requires the employee to work primarily outside in heat/cold, wet/humid, and dry/arid conditions including customer jobsites, construction sites, industrial facilities, and in varying weather conditions.
• Required to use personal protective equipment to prevent exposure to injury and/or hazardous materials and follow established safety procedures; travel, extended hours, and emergency response may be required.
• May require employee to be physically present at designated worksite locations.
• Requires use of personal protective equipment to prevent exposure to injury and/or hazardous materials.
• Requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
• Seeing, reading, and writing to complete job responsibilities.
• Use of computers and other forms of technology to complete job responsibilities.