Service Supervisor - Product Support Operations
ABOUT THE COMPANY
Thompson Machinery is a Caterpillar equipment dealer serving the middle and west Tennessee and northern Mississippi region. Since 1944, Thompson Machinery has been an industry leader, renowned for superior solutions, lasting relationships, and stronger communities. Serving a broad range of customers in the construction, forestry, mining, industrial, governmental, and agricultural industries, as well as trucking, power generation, and marine businesses, Thompson Machinery is a total equipment solution provider.
JOB PROFILE
The PSO Supervisor is responsible for supervising and ensuring that a quality output of the workorder opening/ closing processes. The PSO is also responsible for providing feedback to the administrators and managers in Product Support as it relates to all administrative functions of service. Duties will also include traveling to all service locations to provide training to administrators and supervisors and evaluating performance, identifying training opportunities, and developing programs to support the PSO team. This position will also be responsible for filling in for extended absences at all branch locations where local support is not available for Service administrators. The PSO will be responsible for developing and tracking Service Link Reporting to ensure customer satisfaction and service excellence attributes with Caterpillar. The Supervisor is responsible for managing and performing each of the activities above combined with setting up scheduling, training and ensuring high level performance for all functions against Caterpillar and TMCC goals.
BASIC REQUIREMENTS
- Excellent communication ability, presentation skills, and able to work effectively with all levels and departments of the organization.
- Bachelor's Degree in business or technical field or relevant experience preferred, High School diploma required.
- Able to manage and function efficiently in a team-oriented, collaborative work environment.
- Requires moderate travel, generally within region and Dealership territory.
RESPONSIBILITIES
- Regulates quality output of the workorder opening/ closing processes
- Supplies feedback to the administrators, supervisors, & Managers in Product Support as it relates to all administrative functions of service
- Travel to all Service Locations and provide training for administrators and supervisors
- Evaluate performance, identify training opportunities, and develop programs to support
- Fill in for all extended absences at all branch locations where local support is not available for Service administrators
- Develops & tracks Service Link Reporting to ensure customer satisfaction and Service Excellence Attributes with Caterpillar
Safety
- Know and follow all Company and customer safety rules, including maintaining a safe, clean, and orderly work area, fully participating in Company accident prevention and safety improvement activities.
- Must have the physical ability to wear Personal Protective Equipment (PPE), including protective glasses, protective gloves, and protective clothing and footwear as required by the job.
Customer Satisfaction
- Respond to all customer requests in a professional and courteous, timely and responsive manner.
- Maintain a clean, professional personal appearance at all time, meeting all Company standards for professionalism.
- Keep the Manager continually apprised to assist in answering customer questions and problems when necessary.
Business
- Supports the organization's mission, vision and values by exhibiting the following behaviors: honesty, integrity, and respect while delivering high quality solutions and maintaining a positive attitude and a safe work environment.
- Accepts responsibility for mistakes or problems. Maintains "ownership" of assigned tasks.
- Demonstrate a positive attitude and a high level of personal credibility and integrity with customers, management, and dealership co-workers.
- Must be dependable. Consistently arrives at work on time when scheduled, fully ready to work.
- Maintain company and product confidentiality.
- Attend and participate in all meetings, training, and activities as required.
- Adhere to all Company policies and departmental procedures and rules.
- All other duties as assigned.
Work Conditions
- Maintain a clean, safe working environment.
- Communicate effectively, verbally and in writing.
- Must be honest, reliable, and dependable, and display a positive attitude.
- Must be able to work well under occasional pressure or within work standards and deadlines.
- Must be able to work independently and/or with others in a team environment.
- Able to work standard five-day schedule, including daily overtime and occasional weekend hours as needed.
- Meet all eligibility requirements to drive Company vehicles, including a current, valid driver's license issued by the resident State, and maintain current motor vehicle liability insurance.
Physical Requirements
- Pass pre-employment background check, physical exam including drug screen, and meet all physical requirements for the position.
- Able to lift up to 20-50 pounds occasionally.
Thompson Machinery offers competitive salaries and a complete benefits package.
Compensation for this position will be commensurate with the candidate's experience and background.
Thompson Machinery is an equal opportunity employer: Minorities/Women/Veterans/Disabled.
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Listing is current as of Nov 26, 2024 06:45 PM
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Thompson Machinery
Nov 27, 2024