What are the responsibilities and job description for the Supervisor II - EPG position at Thompson CAT?
Position Summary
The Power Systems Service Supervisor is responsible for serving as team leader and tracking efficiency for 5-15 EPG technicians, while ensuring that customer needs are met at the highest level. This Supervisor position will be responsible for managing all Power Systems technicians. This position is a dynamic position and will require someone who is knowledgeable and or willing to learn about the Marine, EPG, and Truck Service business. The Service Supervisor will support the Service Dispatcher and/or Service Advisor in their daily tasks including handling incoming calls, producing quotations and estimates, opening, and closing work orders, adjusting time on work orders, dispatching Field Service Technicians, assigning jobs to Shop Technicians, training/mentoring less experienced Technicians, and other duties not specified.
Essential Responsibilities & Expectations
- Coach and direct Service Department employees
- Monitor, improve, and maintain Technician performance.
- Ensure proper planning of jobs, quoting, parts availability, and manpower.
- Effectively handle customer objections and concerns
- Maintain (and ensure technicians maintain) proper dialog with customer and inform customer of repair status as required.
- Monitor customer satisfaction and employee morale and take steps to improve both when necessary.
- Minimize customer downtown with accurate and efficient job planning and repairs. Effectively communicate with company personnel
Uphold the Core Values of Safe and Secure, Stronger Together, People of Integrity, and Driven to Serve.
Qualifications
Education
High school diploma or the equivalent required.
Experience
- Experience working as a Service Technician preferred.
- Experience using personal computers including Microsoft Word and Excel and basic typing skills are required for this position.
Skills and Competencies
- Telephone / verbal / written communication skills
- Microsoft Office Suite
- Microsoft SharePoint
- Microsoft Dynamics AX 2012
- Strong technical / equipment repair skills
Job Training
- Microsoft Word and Excel -basic and intermediate
- Supervisory skills training
- Business communication skills training
- OSHA & MSHA required training
- Vendor technical sites (Infocast, SIMSi, Independent Truck Network SharePoint site)
- Compliance training
Safety Summary
Working Conditions
- Work is normally performed in a Service Department shop office or shop environment.
- Exposure to physical risk and all-weather conditions is associated with this position.
Physical Requirements
- Ability to speak, listen, write, and communicate effectively.
- Ability to grasp, stoop, kneel, and climb as required.
- Ability to safely list up to 75 lbs.
Job Hazards
- Risk of tripping, slipping, and falling
- Strains due to lifting
- Overexertion due to stress and fatigue
- Repetitive hand motion (computer work)
- Back and neck strain
- Stress
Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.
Experience
Required- Experience using personal computers including Microsoft Word and Excel and basic typing skills are required for this position.
- Experience working as a Service Technician preferred.
Education
Required- High School or Equivalent or better
Skills
Preferred- Listening
- Computer
- Verbal Communication
- Written Communication
- Mechanical
- Technical
- Conflict Resolution
- Time Management
- Leadership
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.