Service Supervisor

Responsibilities:

• Leads the shop service team to ensure an efficient, safe, and profitable operation
• Documents incoming calls and dispatch jobs to field service technicians
• Administers Safety Program and promotes a culture of safety.
• Manages work in process to meet deadlines and efficient billing.
• Manages contamination control standards
• Administers proper collecting procedures (Charge, COD, Cash).
• Documents incoming calls
• Ensures work orders are created with the proper segment order; ensures technician parts and labor are on the correct segments.
• Works w/ customers to define scope of work/repairs on their equipment.
• Creates accurate service estimates for customers prior to beginning work. Obtain permission from customer for the original work requested
• Advises customers on course of action in repairs: communication before, during, and after the repair
• Reviews all customer jobs to ensure that work, as requested, was completed
• Handles all incoming calls pertaining to scheduling of shop work, and information concerning customer inquiries for all shop related areas
• Manages fast and accurate response to after-hours calls
• Investigates and communicates warranty decisions to customers
• Handles customer and employee grievances and complaints
• Assists technicians on complex diagnostic and repair issues
• Manages technician productivity; assigns work orders and schedules workload.
• Coaches and mentors technicians, understands their goals and prepare them for the next step in their career.
• Ensures technicians are trained properly through Ziegler internal and web-based training.
• Completes fair and accurate yearly reviews with staff; provides appropriate improvement recommendations.
• Works closely with branch supervisors about issues involving customers, employees, equipment, etc.

Qualifications:

• 2-year technical degree in diesel engines or equipment maintenance or related
• 5 years of relevant diesel equipment repair experience
• 2 years in a lead or supervisory position
• Previous experience with our equipment lines preferred, but not require
• Basic understanding of warranty issues
• Thrive in a fast-paced environment & possesses strong organizational skills
• Personal characteristics: planning/organization, customer focus, problem solving, even temperament, leadership, strong written and verbal communication skills
• Committed to serving our customers and developing a team with similar values
• Basic computer skills

Minimum Physical Requirements:

• Position will require standing, sitting, walking, use of hands, talking, and hearing.
• Working conditions may be indoor and/or outdoor. Noise level may be loud at times.

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Ziegler Inc. will reasonably accommodate the known disabilities of qualified disabled individuals.

Ziegler Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color or creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, pregnancy, affectional preference, disability, age, marital status, familial status, protected veteran status, status with regard to public assistance, membership or activity in a local commission dealing with discrimination, or any other protected class status.

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