Service Supervisor II – 20721

Job Posted: October 20th, 2021

Location: Mesa, Arizona, US

Requisition #: 20721 

Shift : 1 

Start Time :  8:00am 

End Time :  5:00pm 

Schedule Days : Monday - Friday 

Position Status: Full Time (40 hrs week) 

Job Summary:

Responsible for safety and well-being of assigned staff, quality of workmanship and communications, and overall service area efficiency. Plan, direct, organize, coordinate, and control assigned service operations. Develop and maintain strong relationships with the internal and external clients while protecting the best interests of all parties.  Develop and retain work force that may be greater than 30 employees, equipment and supplies to ensure adequate standards of quantity and quality are in place to meet the business demand. Assume responsibility for evaluating employees, meeting production schedules, following and developing systems and procedures, practicing effective oral and written communications, and making decisions within established guidelines. Will Manage Service Operations in our Northern and Western territory.

  • Follow and administer company policy
  • Ensure department maintains communications with clients so that they are informed as to the status of all repair requests.
  • Cooperate with personnel in other work centers to build high levels of cross-departmental teamwork and support.
  • Provide technical support as needed to assigned personnel and support resources.
  • Monitor and report significant equipment performance failures.
  • Settle warranty claims.
  • Strong financial and analytical skills.
  • Proficient in Windows, Microsoft Office, and related business systems.
  • Supervise and lead the tasks and budget of a multi shift, 24 / 7 service area that operates at mine sites. 

Essential Functions:

  1. Ensure safety of employees and clients.
  2. Maintain a high quality of workmanship and communications.
  3. Ensure a high level of efficiency throughout the assigned operation.
  4. Communicate with assigned people to ensure that work business assignments are carried out on schedule and within acceptable quality standards.
  5. Continue employee development and partner with appropriate resources.
  6. Plan, direct, organize, coordinate, and control assigned area to achieve fiscal and future business objectives.
  7. Continually plan and forecast staffing requirements.
  8. Implement business objectives for assigned area.
  9. Perform other duties as assigned by Leadership.
  10. Assist in financial planning of assigned areas.
  11. Work safely at all times.  Adhere to all applicable safety policies.  Comply with all company policies, procedures, and standards.

Additional Responsibilities:

  1. Assume responsibility for evaluating employees and ensures their annual evaluation is done timely.
  2. Achieve a high level of client satisfaction.
  3. Provide technical support as needed.
  4. Make warranty and policy recommendations.
  5. Maintain workforce by forecasting workforce requirements, equipment and supplies to provide the quality and quantity to meet work demands.
  6. Communicate with proper individuals to clarify instructions or discuss scope or progress of job.
  7. Resolve internal and external client disputes in a manner that will assure loyalty.
  8. Assist Service Operations Managers in maintaining and managing the Service WIP, Policy, and Rework accounts.
  9. Work within and promote corporate values.

Knowledge Skills and Abilities:

1. Strong knowledge of Service, Parts, and client relations.
2. Ability to manage people effectively.
3. Strong client service skills.
4. Strong financial and analytical skills.
5. Demonstrated technical skill competence.
6. Appropriate manner, conduct, and grooming adhere to company policy.
7. Strong knowledge of Product Support programs and their application.
8. Proficient in Windows, Microsoft Office and related business systems.
9. Moderate comprehension of service manuals. Ability to read blue prints and gauges, write reports and logs, and maintain time cards.
10. Ability to work cooperatively and communicate effectively.
11. Ability to maintain consistent attendance.

Education and Experience:

1. Proof of high school diploma or General Education Degree (GED).
2. Preferred four year degree in business or related field.
3. Minimum of 7 years’ experience in a service industry.
4. Preferred experience supporting $15 million in labor sales.
5. Must be able to communicate (speak, read, comprehend, write) in English.

Physical Demands:

The physical demands 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.
1. While performing the duties of this job, the employee is regularly required to sit, use hands and talk or hear.
2. The employee frequently is required to stand; walk; reach with hands and arms; climb or balance; and stoop and kneel.
3. The employee is occasionally required to lift and/or move up to 10 pounds.
4. Specific vision abilities required by this job include close vision.

5. This position is designated as a "Safety-Sensitive Position".   A Safety-Sensitive Position includes tasks or duties that the employer in good faith believes could affect the safety or health of the employee performing the task or others, which includes any of the following:  operating a motor vehicle, other vehicle, equipment, machinery or manufacturing process, the malfunction or disruption of which could result in injury or property damage; performing duties in the residential or commercial premises of a customer, supplier or vendor; working in any occupation subject to federal safety regulations.  If on an occasional basis, employees perform tasks or duties as listed above, then their role would be classified as Safety Sensitive.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; and outside weather conditions.
2. The employee is occasionally exposed to wet and/or humid conditions, extreme cold, and extreme heat.
3. The noise level in the work environment is usually loud.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  The roles and objectives of this job do not include setting corporate policy, and does not constitute a managing agent of the company.


Empire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 480-633-5440 and let us know the nature of your request and your contact information.


Empire Southwest is an EEO/Affirmative Action Employer

Safety - Respect - Integrity - Teamwork - Excellence - Stewardship - Astonishment

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