Field Service Supervisor

SUMMARY: Directs and supports the Field Service Technicians assigned to the Field Service Manager. Provides technical support at the field level. Corresponds with company and factory technical support resources to resolve technical and troubleshooting issues that arise. Responsible for handling customer related issues in the assigned territory. Responsible for achieving Service Department standards with their assigned technicians.

ORGANIZATIONAL RELATIONSHIP: The Field Service Supervisor will report directly to the Branch Service Manager working in conjunction with all Branch Service Managers and Field Service Managers

JUDGEMENT: This individual must function within general and specific guidelines. The specific job responsibilities require a highly organized person who must coordinate the efforts of both service personnel and supporting personnel. Good judgement is critical in maintaining the Service Department’s reputation for results-oriented service, good will and professionalism.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Include but are not limited to the following as other duties may be assigned.

• Expected externally billed time expectations are 50%
• First backup to the on-call technician to receive and dispatch afterhours service calls as needed
• Provide troubleshooting and repair assistance for all technicians having difficulties with a particular
• Resolve customer/technician related problems in conjunction with the BSM (Branch Service Manager) and the sales
• Correspond with the BSM and Technical Support on technical problems concerning equipment that the company sells and
• Perform yearly performance reviews for assigned
• Maintain productivity level of technicians (95%) set by
• Maintain unbilled time for technicians (5%) set by
• Responsible for overseeing the lead techs for team SM
• Responsible for meeting or exceeding technician productivity
• Responsible for maintaining team CFPM controls and cost
• Approve all field jobs recommended for
• Assists dispatch with tech assignments as
• Work with dispatchers to achieve 1st call completion and response time
• Assure that all team members adhere to company standards on van appearance and maintenance.
• Establish team goals with BSM and CSM. Review results monthly with BSM and
• Maintain team standards for
• Work in conjunction with BSM and CSM to assess tech skills and obtain necessary training.
• Work with BSM and CSM to assess workload distribution and addition of technicians
• Attend weekly service management meeting/teleconference.

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.

• Possess strong instructional skills. Be able to effectively demonstrate to technicians how to diagnose and troubleshoot specific technical
• Must be customer focused both internally and
• Exhibit strong leadership qualities and coach team members in daily activities and technical
• Be able to communicate effectively with customer representatives and with all levels of WEC
• Possess excellent organizational and time management
• Must be flexible and able to adapt to varying workloads and
• Possess working knowledge of personal computers and related hardware to complete job.
• Possess sound working knowledge of basic DC and AC electricity, SCR, wire guidance, transistor, microprocessor, internal combustion engines, hydraulic components and

EDUCATION AND EXPERIENCE:

• Possess a High School diploma or General Education Degree (GED).
• Possess a minimum of 10 years field breakdown experience or comparable service experience or equivalent combination of education and

TECHNICAL SKILLS REQUIRED:
Be proficient with hand and power tools. Be proficient with meters and other measuring and testing devices that are commonly encountered in lift truck service work.

Location: 5830 Midway Park Boulevard Northeast, Albuquerque, NM 87109

Job Type: Full-time