SUCCESS AT WESTERN STATES: Western State's culture is based on passion for our Vision, Mission, and VALUES. We are fiercely committed to SAFETY and sending every employee, safely home, every day. We strive for EXCELLENCE in all we do and are proud to be a "play to win" organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization.

JOB DETAILS: (Detailed Job Posting)

The Field Service Supervisor manages the customer repair process for Worksite Solutions and is comprised of the oversight, management and coordination of service work in the assigned territory and is the primary customer contact through the life of the repair. This includes all customer correspondence and documentation related to the repair from inquiry to invoice/follow-up. This role is also responsible for the growth and development of its assigned technicians. The purpose for this role is to ensure the highest levels of customer service possible are provided through constant communication with the technicians, support functions, and the customer. The Field Service Supervisor will be intimate with each repair and will work closely with the Field Technicians to create and maintain the work order including story writing, segment creation, warranty/policy issues, etc.

ESSENTIAL FUNCTIONS:

Safety

• Actively cares, promotes, manages, and advocates safety at Western States. As a leader and team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards.
• Maintains clean/clutter free personal work areas to ensure safe environments for all WSECO employees.
• Adhering to required personal protective equipment (PPE) as identified in safety policy.

Supervisory, Sales and Customer Service Functions

• Supervises employees. 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 the sales team to provide install times and quotes, as well as helping scope large projects.
• Meets typical annual target of 24% PAD (may vary year over year) for annual profitability of the team and the store.
• Manages expenses including shop/field assets such as shop supplies, small tools, and environmental needs.
• 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.
• Communicates technology repair/install status, verbally and in writing (if necessary), to the Worksite Solutions Coordinator, Application Specialist and or customer.

Software, Warranty and Repair Process

• Uses respective systems Monday.com, Jira, Trello, TSC, DSN to monitor and maintain all aspects of the repair or customer support case in assigned area of responsibility.
• Monitors work in progress to ensure promise date adherence for the customer. Informs Worksite Solutions Coordinator/Application Specialist and or customer of changes or updates needed to the promise date or scope of work. Adheres to 100% promise date delivery of repair.
• Evaluates all Warranty, Policy, and Service update issues that may be required for the particular type of machine being repaired. This includes logging and tracking Trimble repair authorization tickets as needed.
• Presents initial quote or estimate for work required to the customer and any ongoing changes to gain consent to move forward with the repair.
• Adds, deletes or otherwise manages the different elements of a work order during the repair process, including segments, charge codes, job notes, etc.

Decision Making, Scheduling and Coordination

• Responsible for meeting technician productivity goals while collaborating with the Worksite Solutions operations team to ensure technician have a clearly defined schedule for all working completed.
• 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.
• Will be measured by and held accountable for invoicing service calls according to WIP turns metric as well as last date of labor metrics.
• 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 Worksite solutions 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.

Finalizing Repair Work, Time Clocks, and Customer Follow Up

• 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.

SKILLS, KNOWLEDGE, AND ABILITIES:

• Knowledge and use of Microsoft computer products or other comparable systems required.
• Knowledge or ability to learn Microsoft AX, Infocast, and Sales Link.
• Proven conflict resolution skills.
• Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
• Ability to set and manage priorities.
• Must be a self starter and able to work without supervision.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• Associates degree from an accredited vocational school preferred.
• Five years minimum experience working on heavy equipment required. Caterpillar/Trimble environment with on machine technology, hydraulics and electrical systems experience preferred.
• Minimum of one-year previous supervisory experience required.
• Valid driver's license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Must be able to lift 60 pounds.
• Must be able to meet all safety requirements for applicable safety policies.

This role is designated as safety sensitive.