What are the responsibilities and job description for the Field Service Maintenance Supervisor position at Wheeler Machinery Co.?
Description
The Field Service Maintenance Supervisor role is to oversee and coordinate the activities of the Field Maintenance Technicians who service heavy equipment in the Field. This includes dispatching technicians to various job sites, ensuring that preventative maintenance (PM) service requests are handled promptly and efficiently, and managing the scheduling of the maintenance services to minimize machine downtime. The supervisor is responsible for ensuring that all field work is completed to high standards of safety and quality, providing support and guidance to the technicians as needed, and maintaining accurate tracking of the PM services. This role is crucial in supporting operational continuity and customer satisfaction including during non-standard working hours.
Duties And Responsibilities
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).
The Field Service Maintenance Supervisor role is to oversee and coordinate the activities of the Field Maintenance Technicians who service heavy equipment in the Field. This includes dispatching technicians to various job sites, ensuring that preventative maintenance (PM) service requests are handled promptly and efficiently, and managing the scheduling of the maintenance services to minimize machine downtime. The supervisor is responsible for ensuring that all field work is completed to high standards of safety and quality, providing support and guidance to the technicians as needed, and maintaining accurate tracking of the PM services. This role is crucial in supporting operational continuity and customer satisfaction including during non-standard working hours.
Duties And Responsibilities
- Maintain a strong safety culture with zero accidents / incidents as the goal.
- Set expectations and grow their team members in safety, quality, and throughput.
- Dispatch and schedule their direct report Field Maintenance Technicians.
- Respond to technician concerns and produce solutions. This can include afterhours / weekend support.
- Track customers machine hours and locations that are on CVA to achieve and keep 85% or higher PM Timeliness.
- Respond to customer calls during business hours and after hours if needed.
- Follows up on any voicemails and PM service requests received.
- Keep customers informed on machine services that are due for PM Service, follow-up (sunset rule) with schedule updates and resolve customer service issues and concerns.
- Research non-stocked parts for non-CAT machines and find filter crosses or alternative solutions.
- Tracks, validates, and approves technicians time daily including PTO requests.
- Responsible for the hiring, disciplinary actions, and annual reviews for their direct report Field Maintenance Technicians.
- Opens all work orders for their team at least 3 days in advance.
- Orders all parts for the technicians by tracking the timing of the parts orders and coordinating delivery for PM job fulfillment.
- Closes all work orders the next day after job has been completed.
- Maintain an NBD of 2 days on parts orders.
- Maintain a 2-day to close LLTI.
- Maintain goal of 90% technician productivity.
- Manages tasks through a continuous improvement cycle, finding lean and effective ways to carry out tasks
- Implement EMT for tracking CVA machines and scheduling technicians.
- Performs other duties as assigned.
- Works well under pressure and will look for solutions.
- Self-motivated with a great attitude
- Good organizational skills with a high attention to detail
- Effective communication skills, able to connect with others and develop business relationships.
- Good working knowledge of Microsoft Office products including Excel.
- General knowledge of CAT & non-CAT equipment
- Excellent problem-solving skills
- Experience with parts ordering and maintenance tracking.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).