The Service Supervisor is responsible for serving as team leader and tracking efficiency for 5-15 technicians to ensure that customer needs are met at the highest level. The Service Supervisor will support the Service Dispatcher and/or Service Advisor in their daily tasks including handling incoming calls, producing quotations and estimates, opening and closing work orders, adjusting time on work orders, dispatching Field Service Technicians, assigning jobs to Shop Technicians, training/mentoring less experienced Technicians, and other duties not specified.
Essential Responsibilities & Expectations
Coach and direct Service Department employees
Monitor, improve, and maintain Technician performance
Ensure proper planning of jobs, quoting, parts availability, and manpower
Effectively handle customer objections and concerns
Maintain (and ensure technicians maintain) proper dialog with customer and inform customer of repair status as required
Monitor customer satisfaction and employee morale and take steps to improve both when necessary
Minimize customer downtown with accurate and efficient job planning and repairs
Effectively communicate with Company Personnel
Assign jobs to shop technicians and dispatch field service technicians
Qualifications
Education : High school diploma or the equivalent
Experience : Experience working as a Service Technician preferred. Experience using personal computers including Microsoft Word and Excel and basic typing skills are required for this position.
Skills and Competencies
Telephone / verbal / written communication skills
Microsoft Office Suite
Microsoft SharePoint
Microsoft Dynamics AX 2012
Strong technical / equipment repair skills
Job Training
Microsoft Word and Excel basic and intermediate
Supervisory skills training
Business communication skills training
OSHA & MSHA required training
Vendor technical sites (Infocast, SIMSi, Independent Truck Network SharePoint site)
Compliance training
Safety Summary
Working Conditions
Work is normally performed in a Service Department shop office or shop environment. Exposure to physical risk and all weather conditions is associated with this position. Standing on hard surfaces for extended periods of time is often required.
Physical Requirements & Job Hazards
Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.
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