Service Supervisor

**JOB TITLE: SERVICE SUPERVISOR**

**ESSENTIAL FUNCTIONS**:

- Creates work orders, determines work priorities, assigns work to meet customer commitments and assists technicians with troubleshooting and completion of work.
- Monitors and maintains all aspects of the repair in the shop specific to the assigned team members and area.
- Monitors work in progress to ensure promise date adherence for the customer. Informs PSM of changes or updates needed to the promise date. Adheres to 100% promise date delivery of repair.
- Assists technicians in developing skills by coaching and mentoring.
- Communicates machine repair status, verbally and in writing (if necessary) to the Product Support Manager (PSM).
- Coordinates the usage, rental or purchase of special tooling needed to perform repair work.
- Oversees pre and post inspections of machines being repaired, and quality control measures taken throughout the repair process.
- Performs independent failure analysis, proving consistent abilities to determine and repair cause of failure.
- Answers customer inquiries and resolve customer issues effectively.
- Issues purchase orders to vendors.
- Performs all required tasks in accordance with procedures.
- Responsible for shop assets such as shop supplies, small tools and environmental needs.
- Uses service manuals, SIS and parts books effectively to address technical issues such as looking up parts and machine information.
- Responsible for the cleanliness of shop, yard area and wash bay.
- Works safely at all times. Adheres to all applicable safety policies. Complies with all company and applicable external safety policies, procedures and standards.
- Works with PSM, head office and Caterpillar concerning warranty, goodwill, policy, technical communications and any other relevant items associated with timely completion of the repair.
- Performs other duties as assigned.

**KNOWLEDGE, SKILLS AND ABILITIES**:

- Proven ability to troubleshoot, diagnose, and repair all CAT machine systems, and other brands such as Prinoth, Allied and Paccar.
- Ability to lead and direct others, determining work priorities and assigning work to others.
- Ability to prioritize the workload with exceeding customer expectations in mind.
- Proven organizational skills.
- Proven customer service skills over the phone and in person.
- Knowledge and use of Microsoft Office suite of products or other comparable systems required.
- Proven conflict resolution skills.
- Proven skills in written and verbal communications, planning, organizing, leadership and relationship building.
- Must be a self-starter and able to work without supervision.

**EDUCATION AND EXPERIENCE**:

- High school diploma or General Education Degree (GED), required.
- Journeyman certificate, required.
- Associate’s degree from an accredited vocational school, preferred.
- Minimum 5 years of experience working on heavy equipment is required. Caterpillar environment with hydraulic, engine and power-train experience is preferred.
- 1 year of supervisory experience.
- Valid driver’s license and acceptable driving record required.
- Must be able to communicate (speak, read and comprehend).

Pay: Up to $100,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Profit sharing
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Acheson, AB: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have a Journeyman Certificate?

**Experience**:

- Supervising: 1 year (required)

Licence/Certification:

- Driving Licence (required)

Work Location: One location