Apply on Employer Site

Western States Equipment · 1 month ago

Mining Field Service Supervisor

Pocatello, ID

Full-time

Onsite

Mid, Senior Level

5+ years exp

Western States Equipment is seeking a Mining Field Service Supervisor who will oversee mining field technicians and ensure high-quality service delivery. The role involves managing performance reviews, customer interactions, and service estimates while maintaining safety and productivity standards.

CommercialIndustrialRentalSales

H1B Sponsor Likely

Responsibilities

Supervises mining field technicians. Performs annual performance reviews, oversees the development and administration of employee development plans and recommends compensation increases. Administers discipline; has authority to hire employees

Completes assigned technician’s annual performance appraisals on or before their anniversary dates

Functions as primary point of contact for customers seeking service work. Answers and directs incoming Service calls

Performs all sales functions (quotes, estimates, bids, etc.) for incoming phone calls and walk-in customers needing service work

Qualifies the repair needs with the customer and collects the necessary information needed to accurately create a quote or estimate of repair

Works closely with Service Pricing Group to provide an estimate or quote to the customer in adherence with Customer Care Standards

Discounts shop labor rates to gain business as necessary

Meets typical annual target of 22% PAD (may vary year over year) for annual profitability of the team and the store

Works with field technicians to gain customer consent for quoted or estimated work prior to the repair

Meets final repair performance versus quoted amounts expectations of on or under quote

Manages marketing campaigns in partnership with Product Support Sales Representatives (PSSRs) that are designed to drive business into their assigned areas

Works closely with PSSRs and other department’s sales representatives (General Line, CAT Rental, Engine, etc.) to coordinate service opportunities in their assigned areas

Evaluates all Warranty, Policy, and Service update issues that may be required for the particular type of machine being repaired

Presents initial quote or estimate for work required to the customer and any ongoing changes to gain consent to move forward with the repair

Duplicate

Adds, deletes or otherwise manages the different elements of a work order during the repair process, including: segments, charge codes, job notes, etc

Uses the Service scheduling tool to schedule and maintain all aspects of the repair in the field and the shop specific to assigned team members and area

Performs all necessary work functions in Microsoft A/X specific to the work order process by creating, maintaining and closing all work orders

Coordinates with Field Technicians to ensure all job stories are accurately added to the work order prior to invoice

Owns responsibility for the productivity of the technicians assigned to the team

Will be measured by and held accountable for invoicing service calls according to WIP turns metric

Coordinates the usage, rental or purchase of special tooling needed to perform repair work

Provides frequent communication of service status updates for each customer, as well as research, fact-finding, resolution and follow-up of customer questions and concerns so that nothing come as a surprise to the customers. Provides advice related to replace versus repair options

Contacts the customer, after input from the Technician, with any up-sell items and explains the issue; then either gains consent to perform the work or directs technician to proceed without doing the work

Discounts, credits and re-issues customer invoices as needed to ensure customer satisfaction

Makes internal policy decisions for the Service Department and will work with other departments to ensure the policy expenses from their areas are allocated to the appropriate internal accounts

Meets the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year

Approves employees’ work time and adjusts employee time on work orders as needed

Works directly with Field Technicians to ensure quality control measures have been effectively deployed

Works with centralized functions concerning warranty, goodwill, policy, technical communications and any other relevant items associated with timely completion of the repair

Finalizes all repair work by contacting the customer, reviewing the invoice in detail, and gaining consent to close

Follows up with customers post repair to gauge customer satisfaction

Adheres to all customer care standards

Actively cares and advocates safety at Western States. Adheres to and promotes all applicable safety policies, procedures and standards

May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives

Works within and promote corporate vision, mission, and values of the organization

Performs other duties as assigned

Qualification

Supervisory experienceHeavy equipment experienceMicrosoft AXCustomer serviceConflict resolutionPlanningOrganizingSafety advocacyWritten communicationVerbal communicationInterpersonal skillsSelf-starterTeam collaboration

Required

Supervises mining field technicians

Performs annual performance reviews

Oversees the development and administration of employee development plans

Recommends compensation increases

Administers discipline; has authority to hire employees

Completes assigned technician's annual performance appraisals on or before their anniversary dates

Functions as primary point of contact for customers seeking service work

Answers and directs incoming Service calls