Service Supervisor

Join the Carolina Cat Team

As a family-owned company under our third generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed.

Since 1926, we've supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that's built to last.

We're looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we're committed to providing a work experience that helps our team grow to their full potential.

Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat.

Summary:

Assist the Power Generation Service Manager in all aspects of the Service Department, which provides service to generator customers with used equipment, rental equipment, and industrial equipment.

Position Responsibilities and Essential Functions:

• To manage and provide leadership for all direct reports along with assisting other supervisors with all technicians. This includes performance evaluations, assessing skills and competencies, administering policy and procedures as it relates to the staff, coaching, mentoring, and training. Incumbent assesses the required level of performance and assigns duties and compensation accordingly to ensure that the department functions efficiently and at capacity while maintaining employee satisfaction.
• Closely collaborate with other Service Supervisors to share resources and knowledge- serving as a team builder between both peers and direct reports, focusing on strong communication, goal setting, and positive attitude.
• To develop work processes and performance measurements to exceed the expectation and needs of individual customers, especially in the areas of price, quality, and turnaround time. Ensure department delivers top level customer satisfaction. Responsible for developing customer relations in existing markets and growth markets. It is expected that customer issues will be addressed and resolved in an expedient manner - a sense of urgency is expected.
• Schedule and manage work for the assigned technicians repairs and trouble calls and some PM/CVA work.
• Positive attitude that embraces KPIs, technology, and systems to enable decision-making.
• Monitors and ensures compliance with all safety policies, procedures, guidelines, and laws as it pertains to all departmental staff, company personnel with the department premises, and customers.
• Maintains all facilities and equipment in excellent, safe operating conditions to ensure the safety of all employees and customers.
• Learns to prepare the department budget and monitor the expenses to achieve the overall goals for the divisions' profit and the company business plan.
• Maintains departmental profitability and growth through planning, staffing and work assignments.
• Works with the Service Manager direct report to create and uphold the vision of the department and a plan of implementation.
• Other duties as assigned.

Technician Contact Responsibilities:

• Schedule and manage daily workflow.
• Enforce safety practices within the service department.
• Set clear job expectations and communicate quote requirements to the technicians.
• Promote professional appearance of service dept. employees and service trucks.
• Monitor work in process to meet or better department benchmarks.
• Manage daily processes to ensure procedures are followed correctly.
• Training - Assess technician abilities to determine future training needs for each technician.
• Performance management- ensure conformance with all company and departmental goals for assigned area.
• Employee reviews, performance management, and administration.

Shift Responsibilities

• As an exempt position, supervisor is expected to work the appropriate hours to support the customer and business.
• After hours emergency calls for service repairs as needed.
• Emergency Phone duties, shared with rest of EPG management.

Supervisory Responsibilities

This job has supervisory responsibilities for EPG Technicians

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and Essential Qualifications & Experience

• High School Degree or Equivalent. Two- or Four-Year Degree highly preferred.
• 4-7 years of experience as a mechanic, technician, foreman, parts counter person, dispatching/ scheduling or the equivalent in the parts, field service or shop repair departments
• Management skills to include:

• Verbal and non-verbal communication and listening;
• Creative thinking, decision-making, analytical mindset, and problem solving;
• Conflict, performance, goal setting, and prioritization;
• Influencing, coaching, and counseling;
• 100% Customer focus.

• Microsoft Office suite aptitude, specifically Excel & Outlook
• The ability to uphold professionalism with both internal and external customers, friendly, courteous treatment of peers, subordinates, and customers.

Computer Skills

• Microsoft Office suite aptitude, specifically Excel & Outlook

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.

We are an Equal Opportunity Employer

We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We're committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws.

EEO/AA Employer. All qualified individuals - including minorities, females, veterans and individuals with disabilities - are encouraged to apply.