What are the responsibilities and job description for the Power Systems Service Supervisor position at Riggs Cat?
Description
The Power Systems Service Supervisor is responsible for leading and supporting the Power Systems Service Department by overseeing daily operations and ensuring customer needs are met at the highest level. This role provides leadership, direction, and technical guidance to a team of 10–15 technicians supporting Marine and Electric Power Generation (EPG) service operations.
This position serves as a key liaison between customers, technicians, and internal departments, ensuring efficient service execution, high-quality repairs, and continuous improvement of shop and field operations. The Service Supervisor plays a critical role in driving customer satisfaction, technician performance, and operational excellence.
What You'll Do
WHAT YOU'LL NEED
Working Conditions
The Power Systems Service Supervisor is responsible for leading and supporting the Power Systems Service Department by overseeing daily operations and ensuring customer needs are met at the highest level. This role provides leadership, direction, and technical guidance to a team of 10–15 technicians supporting Marine and Electric Power Generation (EPG) service operations.
This position serves as a key liaison between customers, technicians, and internal departments, ensuring efficient service execution, high-quality repairs, and continuous improvement of shop and field operations. The Service Supervisor plays a critical role in driving customer satisfaction, technician performance, and operational excellence.
What You'll Do
- Maintain and promote a strong, healthy safety culture within the Service Department
- Uphold the Riggs Way, the Riggs Values, and the Riggs Mission Statement in all aspects of the role
- Lead, coach, and direct Service Department employees, including a team of 10–15 technicians
- Monitor, improve, and maintain technician performance, with a strong focus on technician utilization as a key metric
- Plan and coordinate jobs including quoting, parts availability, and manpower
- Assign and dispatch work to technicians
- Support daily service operations including opening/closing work orders, adjusting labor, and scheduling jobs
- Prepare estimates, quotes, and invoices for internal and external customers
- Manage work-in-progress (WIP) and ensure accuracy of work orders
- Deliver excellent client communication through consistent updates and engagement utilizing Cat Interact
- Perform monthly service truck safety inspections and monitor overall condition of field service trucks
- Handle incoming customer calls and effectively resolve concerns or objections
- Maintain strong communication with customers regarding job status and repairs
- Promote customer satisfaction and follow up on completed work
- Collaborate with internal departments to deliver high-quality service
- Train and mentor less experienced technicians
- Monitor customer satisfaction and employee morale; implement improvements as needed
- Ensure safe, efficient, and timely job completion to minimize customer downtime
- Investigate and report accidents or near misses
- Identify operational issues and implement corrective actions
- Support inventory, asset management, and capital planning activities
- Lead continuous improvement initiatives through meetings and training
WHAT YOU'LL NEED
- High school diploma or general education degree (GED); 1 year related experience and/or training; or equivalent combination of education and experience.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of organization.
- Knowledge of MS Office Suite software (Basic to Intermediate skill level)
- Ability to multi-task
- Basic to Intermediate knowledge of BMTS and DBS
- High school diploma or equivalent required
- Experience as a Service Technician preferred
- Supervisory or leadership experience in service operations preferred
- Experience in electric power generation, marine engines, or heavy equipment service is highly desirable
- Strong leadership, coaching, and team-building skills
- Excellent verbal and written communication skills
- Strong customer service and relationship management abilities
- Solid technical knowledge of diesel and gas engines, generator sets, and power systems
- Ability to handle multiple priorities in a fast-paced environment
- Strong organizational, analytical, and problem-solving skills
- Business and financial acumen related to service operations
- Ability to effectively manage customer expectations and resolve conflicts
- Proficiency with Microsoft Office Suite (Word, Excel)
- Experience with systems such as DBS, SIS, SharePoint, or similar platforms preferred
- Familiarity with service operations software and work order systems
Working Conditions
- Work is performed in both office and service environments
- Exposure to physical and environmental conditions, including outdoor work as needed
- Moderate noise levels when working around equipment
- Ability to sit, stand, and walk as required
- Ability to lift up to 75 lbs
- Ability to bend, stoop, kneel, and climb
- Ability to communicate effectively (speak, hear, and write)
- Must follow all safety policies and procedures
- Position involves potential exposure to workplace hazards (lifting, slips, repetitive motion, etc.)
- Travel required up to 10%
- Position is considered safety sensitive
- Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
- Job description subject to change based on business needs