Western States Equipment Field Service Supervisor in Spokane, Washington

The Field Service Supervisor manages the customer repair process, including the oversight, management and coordination of service work, and is the primary customer contact through the life of the repair. This role is also responsible for the growth and development of assigned technicians. Five years experience working on heavy equipment and one year previous supervisory experience is required. ESSENTIAL FUNCTIONS: • Supervises employees. 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 field technicians to gain customer consent for quoted or estimated work prior to the repair. • 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. • Duplicate • 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. • Coordinates with 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 conc