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Service Supervisor, Power GPT in Gulfport, MS at Puckett Machinery Company Inc

Date Posted: 10/16/2018

Job Snapshot

Job Description

We are seeking a Service Supervisor, Power with seasoned diesel mechanic experience to lead a team of service technicians at our power systems branch in Gulfport.  We offer competitive compensation, great benefits, and a standard workweek schedule.

The Service Supervisor, Power is responsible for supervising and coordinating the function of a team of shop and field based technicians responsible for the repair, service, diagnostics, preventive maintenance, and installation of Caterpillar marine, industrial, and petroleum diesel and spark ignited engines as well as electric power generation products (generators, switch gear systems).  The position reports to the Product Support Manager.

Essential Duties, Functions, and Responsibilities:

  • Supervise and coordinate the function of assigned team of field service technicians to ensure repairs are safely performed at a consistently high level of quality and customer satisfaction. Hire, train and evaluate performance; prepare and administer disciplinary actions; prepare staffing schedules and assignments; plan and facilitate employee training and development through the training department. Provide technical advice and assist subordinates in troubleshooting and failure analysis.
  • Research and prepare detailed customer quotes. Coordinate the execution of timely and accurate invoice processing, employee time posting, parts orders, service letter completions, and customer commitments/follow-up.  Investigate and resolve customer service satisfaction issues.
  • Administer the enforcement of warranty and goodwill determinations in accordance with prescribed company policy standards and metrics.
  • Oversee the technician team’s compliance with all commercial motor vehicle logs, documentation, and driving standards as may be required by the Department of Transportation (DOT), federal/state authorities, and the company.
  • Engage personnel to inspire and embed an overall culture of safety. Administer and enforce high standards for housekeeping and safe work practices.
  • Participate in daily meetings with branch management team to ensure that all parties are updated on work in progress and to update/maintain same in the management information system (DBS). Keep all stakeholders (product support sales, customer) regularly updated on the status of service.
  • Maintain positive working relationships and effective communication with all internal and external customers and Caterpillar personnel.

Job Requirements

Required Skills, Knowledge, and Experience:

  • High school diploma or GED equivalent required. Associate or higher level degree from accredited institution in related technical field (management, diesel technology) preferred.
  • Minimum 5-7 years of work experience as a service technician in an automotive or truck engine repair shop or a retail parts counter salesman and/or service planner in a parts sales and service shop environment required. Therein, a minimum of 2-4 years of dedicated supervisory experience required.
  • Have and maintain a driving record (MVR) which adheres to the company’s motor vehicle policy standards.
  • Proficient knowledge of and dedicated experience using dealer management information systems (DBS and SIS) and Microsoft Office applications (Word, Excel, Outlook).
  • Ability to read and comprehend moderately difficult computer-based schematics, specifications, service and parts literature, technical bulletins, safety manuals, and other related publications. Technical knowledge and experience with the testing, repair, and warranty administration of mechanical parts and components.
  • Solid mechanical systems knowledge of diesel engines/engine failures, electrical and hydraulic systems.
  • A refined “hands on” leadership style which is motivating and optimizes team effectiveness.
  • Ability to collaborate effectively with all levels of staff and management and mentor those who report through the position.
  • Good customer relations, written, verbal, analytical, negotiation and interpersonal communication skills.
  • Ability to resolve customer service conflicts with professionalism and consistent application of company policy;
  • Ability to multi-task, prioritize work load, and effectively delegate in a fast-paced, detail and deadline oriented environment.

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