Carolina CAT – Service Supervisor – Power Generation Electrical Services

Job Posted: October 20th, 2021

Location: Charlotte, North Carolina, US

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 Duties:

  • Manage and provide leadership for all field services and along with assisting with shop tech work. Develops 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.
  • Supervise, direct, motivate and provide leadership for all departmental staff. 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.
  • Schedule and manage work for the assigned technicians repairs and trouble calls and some PM/CSA work.
  • Closely collaborate with other Service Supervisors to share resources and knowledge- be a team builder.
  • Embrace technology to improve the business.
  • Be a model of Positive Engagement and exhibit an attitude that elevates others.
  • 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.

 
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 position has supervisory responsibilities.

Essential Qualifications & Experience

  • High School Degree or Equivalent. Two or Four Year Degree highly preferred.
  • 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, preferably with Caterpillar equipment.
  • Electrical Engineering and Electrical Industry experience highly desired.
  • Excellent mechanical aptitude.
  • Excellent verbal communication and listening skills, and strong written communication, presentation, and non-verbal skills.
  • Strong leadership skills, including creative thinking, decision-making, planning and goal setting skills.
  • Strong management skills, including interviewing and change, conflict, performance and project management skills
  • Strong interpersonal skills, including influence, negotiation, coaching and counseling.
  • Strong customer service skills and the ability to administer warranties.
  • Strong analytical skills, including problem solving and the ability to interpret policies, procedures, guidelines and laws.
  • A thorough knowledge of the product with strong respect for the Caterpillar influence and a good knowledge of the product market.
  • Good computer skills, preferred experience with Microsoft Office software, including Word, Excel, Outlook and PowerPoint, database systems and the ability to operate CAT PC and Main Frame programs.
  • The ability to uphold professionalism with both internal and external customers, friendly, courteous treatment of peers, subordinates and customers.

 

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