Supervisor - Rental Field Service

Position Summary

The Field Service Supervisor will manage and coordinate the field service function of a rental services branch. This person will be responsible for managing the field service workflow, interpreting, and delivering on customer requirements and expectations. This position will supervise field service technicians.

Position Duties/Responsibilities

• Monitor and ensure compliance with all safety policies, procedures, guidelines, and laws as they pertain to staff, vehicles, and customer job sites.

• Manage and coordinate field service operations. This includes reviewing job orders, understanding customer needs, verifying parts needs, assigning technicians based on time, efficiency and skill, and refining field service procedures.

• Schedule and manage workflow of field service operations. Coordinate daily work assignments and set expectations for time and cost as it relates to each job. Route technicians based on customer demand, geographic location, and urgency.

• Monitor field service work orders through completion, ensuring they are closed in a timely manner. Allocate or order any parts or tools needed for service calls through parts departments.

• Assist in troubleshooting of equipment as needed. Support and provide guidance in the timely repair of equipment.

• Communicate with customers regarding repair needs. Follow up on job completion, ongoing repair needs, and/or parts needs. Ensure repairs are completed in a timely fashion.

• Maintain an open line of communication with service, parts, counter sales, and dispatch, maximizing internal and external customer satisfaction.

• Perform other duties as assigned.

Supervisory Responsibilities:

• Responsible for supervising, directing, and motivating departmental staff. Supervisory responsibilities include hiring, conducting performance evaluations, assessing skills and competencies, and administering company policies and procedures.

Position Requirements

Required:

• High school graduate or GED
• Preferred trade school, associate school, or college completion
• 5 or more years of mechanical experience, preferably in a field service setting
• 2 or more years of customer service experience

Preferred: One or more years of supervisory experience

Knowledge, Skills, And Abilities

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to operate a computer and necessary programs such as Microsoft Office products and database systems.

• Excellent communication skills, including verbal, written, and listening.

• Using different platforms from cell phone, phone, text, email, internal software and workorder documents

• Skilled customer service background in communication and business etiquette

• Ability to plan, schedule and execute scheduled plans while conducting thorough follow up through the task's completion.

• Ability to work between departments (shop, parts, counter, sales etc...)

• Ability to think-on-your feet to solve problems quickly.

• Familiarity with surrounding areas would be helpful as well as the ability to read and understand maps of the city and surrounding areas.

• A solid knowledge of the market and the product we offer. Ability to discuss the technical aspects of Rental Equipment such as aerial lifts, welders, generators, light towers, and other heavy equipment.

• Strong leadership skills such as creative thinking, decision making and goal setting.

• Ability to constructively manage change and conflict.

Other Requirements of Position

• Works under limited supervision. Independently determines the approach to take and the methods to use. Interprets policy in terms of objectives. Informs manager of unusual situations with far reaching implications.

• Major responsibilities typically require creativity and latitude. Employee typically operates with specific objectives but often few written or unwritten procedures as guidelines. Some policies or precedents for action exist.

• If an error is made while in this position, it will be easy to find and can be fixed with some effort or expense and moderate effect on the company.

• Frequently communicates with coworkers, customers, and management. Regularly communicates with company executives.

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.

MacAllister Machinery Co Inc. is an Equal Opportunity Employer (EEO).