Mining Field Service Supervisor

ABOUT WESTERN STATES EQUIPMENT:

Western States has a long legacy of providing quality equipment and excellent service to customers. Since 1956, our vision is to make our communities stronger, cleaner, and more productive, not just with our products and service - but through our people. We are committed to:

• The Power of our Purpose: "Building our Communities for a Better Tomorrow"
• Performance through our Values: SAFETY, EXCELLENCE, TEAMWORK, INTEGRITY, ACCOUNTABLITY, and INNOVATION
• Customer and Employee Care Commitments: Conveying Warm and Empathy, Actively Listening, Building Trust, and Saying Thank You

WHY YOU'LL LIKE IT HERE:

Recognized as one of the top private companies to work for, we put our employees first. We are fiercely committed to SAFETY and sending every employee, safely home, every single day. Our comprehensive benefits package and complete wellness programs include:

• Three weeks of accrued PTO to start, increases with tenure
• Company paid health care premium option for employees
• Health, dental, and vision insurance
• Wellness dollars
• 401k with company match and profit sharing
• Educational reimbursements, tool loans, and safety & tooling dollars
• Employee Assistance Program
• Paid Parental leave
• Care Leave

WHAT WE'RE LOOKING FOR:

THINK-ACT-BE SAFE - At Western States, we empower every employee, every day to work and promote a safe environment to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable procedures and standards. This includes maintaining clean/clutter free personal work areas and wearing the required personal protective equipment (PPE) as identified in safety policy.

FULL SUMMARY

The Mining Field Service Supervisor manages the customer repair process, which is comprised of the oversight, management and coordination of service work in the assigned territory and is the primary customer contact through the life of the repair. This includes all customer correspondence and documentation related to the repair from inquiry to invoice/follow-up. This role is also responsible for the growth and development of its assigned technicians. The purpose for this role is to ensure the highest levels of customer service possible are provided through constant communication with the technicians, support functions, and the customer. This position will also have the responsibility for effectively scheduling assigned Field Technicians in such a manner that promotes productivity and efficiency. The Mining Field Service Supervisor will be intimate with each repair and will work closely with the Mining Field Technicians to create and maintain the work order including story writing, segment creation, warranty/policy issues, etc. This single point of contact will ensure constant customer communication, customer consent and will virtually eliminate work order discrepancies.

Service Operations & Team Leadership Responsibilities

• Supervises Mining Field Technicians. Performs annual performance reviews, oversees the development and administration of employee development plans and recommends compensation increases. Administers discipline; has authority to hire employees.
• Completes assigned technician's annual performance appraisals on or before their anniversary dates.
• Functions as primary point of contact for customers seeking service work. Answers and directs incoming Service calls.
• Performs all sales functions (quotes, estimates, bids, etc.) for incoming phone calls and walk-in customers needing service work.
• Qualifies the repair needs with the customer and collects the necessary information needed to accurately create a quote or estimate of repair.
• Works closely with Service Pricing Group to provide an estimate or quote to the customer in adherence with Customer Care Standards.
• Discounts shop labor rates to gain business as necessary.
• Meets typical annual target of 22% PAD (may vary year over year) for annual profitability of the team and the store.
• Works with mining field technicians to gain customer consent for quoted or estimated work prior to the repair.

Work Order Oversight

• Meets final repair performance versus quoted amounts expectations of on or under quote.
• Manages marketing campaigns in partnership with Product Support Sales Representatives (PSSRs) that are designed to drive business into their assigned areas.
• Works closely with PSSRs and other department's sales representatives (General Line, CAT Rental, Engine, etc.) to coordinate service opportunities in their assigned areas.
• Evaluates all Warranty, Policy, and Service update issues that may be required for the particular type of machine being repaired.
• Presents initial quote or estimate for work required to the customer and any ongoing changes to gain consent to move forward with the repair.
• Adds, deletes or otherwise manages the different elements of a work order during the repair process, including: segments, charge codes, job notes, etc.
• Uses the Service scheduling tool to schedule and maintain all aspects of the repair in the field and the shop specific to assigned team members and area.
• Performs all necessary work functions in Microsoft A/X specific to the work order process by creating, maintaining and closing all work orders.

Service Delivery and Customer Satisfaction Oversight

• Coordinates with Mining Field Technicians to ensure all job stories are accurately added to the work order prior to invoice
• Owns responsibility for the productivity of the technicians assigned to the team.
• Will be measured by and held accountable for invoicing service calls according to WIP turns metric.
• Coordinates the usage, rental or purchase of special tooling needed to perform repair work.
• Provides frequent communication of service status updates for each customer, as well as research, fact-finding, resolution and follow-up of customer questions and concerns so that nothing come as a surprise to the customers. Provides advice related to replace versus repair options.
• Contacts the customer, after input from the Technician, with any up-sell items and explains the issue; then either gains consent to perform the work or directs technician to proceed without doing the work.
• Discounts, credits and re-issues customer invoices as needed to ensure customer satisfaction
• Makes internal policy decisions for the Service Department and will work with other departments to ensure the policy expenses from their areas are allocated to the appropriate internal accounts.
• Meets the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year.
• Approves employees' work time and adjusts employee time on work orders as needed
• Works directly with Field Technicians to ensure quality control measures have been effectively deployed.
• Works with centralized functions concerning warranty, goodwill, policy, technical communications and any other relevant items associated with timely completion of the repair.
• Finalizes all repair work by contacting the customer, reviewing the invoice in detail, and gaining consent to close.
• Follows up with customers post repair to gauge customer satisfaction.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.

This role is designated as safety-sensitive.