The Heavy Rents 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, Rental Rep and Rental Coordinator correspondence related to the repair from inquiry to completion. 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 Technician, Rental Rep, Rental Coordinator and the Customer. This position will also have the responsibility for effectively scheduling assigned Field and Shop Technicians in such a manner that promotes productivity and efficiency. The Heavy Rents Service Supervisor will be intimate with each repair and will work closely with the Field and Shop 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 communication among all affected parties to ensure an excellent Customer experience.

JOB DETAILS: (Detailed Job Posting)

SUCCESS AT WESTERN STATES: Western State's culture is based on passion for our Vision, Mission, and VALUES. We are fiercely committed to SAFETY and sending every employee, safely home, every day. We strive for EXCELLENCE in all we do and are proud to be a "play to win" organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization.

ESSENTIAL FUNCTIONS:

• Supervises employees. Performs performance reviews, oversees the development and administration of employee development plans and recommends compensation increases.
• Completes assigned technician's performance appraisals in alignment with TCDP on or before anniversary date.
• Functions as primary point of contact for customers seeking service work. Answers and directs incoming Service calls.
• Qualifies the repair needs with the customer and collects the necessary information needed to accurately dispatch Technician and estimate time of repair.
• Dispatches Heavy Rents Field Technicians or Field Service to complete repairs in a timely manner and communicates schedule to customer.
• Collaborates with Service Department to meet customer demand when Heavy Rents Techs are not available.
• Works closely with Heavy Rents Service Advisor in the scheduling of Heavy Rents Shop Techs to ensure workload and prioritization.
• Coordinates Heavy Rents Field Technicians to manage preventative maintenance, assess customer damage, and downtime in field.
• Schedules Heavy Rents Field and Shop Techs to complete TA-1 inspections.
• Evaluates all Warranty, Policy, and Service update issues that may be required for the particular type of machine being repaired.
• Communicates initial time estimate for work required to the customer and provides updates as necessary.
• Adds, deletes or otherwise manages the different elements of a work order during the repair process, including: segments, charge codes, job notes, etc.
• Uses service management software 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 and Heavy Rents Software specific to the Heavy Rents work flow processes.
• Owns responsibility for the productivity of the technicians assigned to the team.
• Coordinates the usage, rental or purchase of special tooling needed to perform repair work.
• Provides frequent communication of down machines and repair status to Customer, Rental Sales Rep and Rental Coordinator.
• Collaborates continually with Heavy Rents Maintenance Advisor & Heavy Rents Fleet Maintenance Manager to ensure correct course of action on large repairs.
• Communicates "machine down" status to Heavy Rents Coordinator so that proper credits can be issued to customer.
• Makes internal policy decisions for Heavy Rents and will work with other departments to ensure the policy expenses from their areas are allocated to the appropriate internal accounts.
• Approves employees' work time.
• 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.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adheres to and promotes all applicable safety policies, procedures and standards.
• May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives.
• Works within and promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Knowledge and use of Microsoft computer products or other comparable systems required.
• Knowledge or ability to learn Microsoft AX, Vision Link and Heavy Rents software.
• Proven conflict resolution skills.
• Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
• Ability to set and manage priorities.
• Must be a self starter and able to work without supervision.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• Associates Degree from an accredited vocational school preferred.
• Five years minimum experience working on heavy equipment required. Caterpillar environment with hydraulic, engine and power-train experience preferred.
• Minimum of one year previous supervisory experience required.
• Valid driver's license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Must be able to lift 50 pounds.
• Must be able to meet all safety requirements for applicable safety policies.

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