Field Service Supervisor jobs in Iowa

Responsibilities:

Customer Contact:

• Take field service customer calls
• Seek approval from customer on additional work request details
• Collaboration on invoice disputes, service call details, and additional segments
• Service Call Labor Management
• Open service calls and segments
• Order parts on service calls as appropriate
• Dispatch Field Service Technicians
• Approve employee time (in Workday or D365)
• Monitor service calls to ensure estimates are met
• Troubleshoot parts availability issues
• Manage field truck utilization

Safety and Contamination Control:

• Complete incident reports as needed
• Field Service Truck inspections (daily, weekly, monthly) for safety and contamination control
• Conduct regular site visits to ensure all appropriate PPE is used and all safety standards (i.e. lockout/tagout, JAS, and monthly safety inspections) are followed
• Work with employees to create a safety accountability plan, as needed
• Hold regular safety meetings

After Hours:

• Provide after-hours support to customers

Technical Subject Matter Expert:

• Provide input on what parts should be inventoried at the branch
• Stay up to date on new equipment/products and technical hot topics

Training and Coaching

• Answer technician questions about specific service calls and segments
• Conduct coaching and/or performance action conversations, as needed
• Hold regular team meetings (updates, safety trends/hot topics, priorities, etc.)
• Monitor and enforce employee training completion
• Plan training for technicians based on the needs of the customers and the shops
• Build team moral through routine conversation, team lunches, trainings, etc.

Staffing:

• Interview candidates
• Hire technicians
• Oversee the onboarding of new technicians

Employee Management:

• Complete annual employee performance reviews
• Maintain employee records in Workday (PTO, Time, terminations, training, etc.)
• Stay up to date on company policies and HR memos
• Support employees career development
• Answer questions on company/job benefits or appropriately direct employees
• Work with HR for any necessary employee accommodation or leave situations
• Work with Workers Compensation for any restricted work accommodations

Qualifications:

• 2-year technical degree strongly preferred; High school degree required
• 5 years of relevant diesel equipment knowledge strongly preferred
• 3 years in a lead or supervisory position preferred
• Good computer skills required (MS Office products)
• Strong communication, customer service, and organizational skills required
• Ability to problem solve and think creatively to take care of customers in the most efficient way required
• Committed to serving our customers
• Ability to hire, build, and support team of high performing Technicians

About the Company:
Ziegler Caterpillar