Service Shop Supervisor
Details & Accountabilities
Accountable for effectively diagnosing, estimating repair costs, updating customers on progress and securing additional work approvals as required, completing work orders timely, properly invoicing customers or warranty claims.
Responsible for the safe, efficient, and profitable operation of the shop.
Demonstrates strong written and verbal communication skills and the ability to assertively communicate solutions and build collaborative relationships.
Demonstrates ability to source, recruit, and coach Service Technicians with diagnosing technical machine repairs.
Essential Functions:
Administrative – Effectively collaborate with Key Customers and Direct reports to profitably complete work and proactively grow Service Labor sales.
Ability to proficiently utilize computer-based programs including MS Office suite, Dealership workflow, management software and manufacturer training, resources and communication tools.
Sets and models standards of excellence. Able to effectively prioritize, schedule and manage workflow. Maintain a clean, orderly and safe work area and shop appearance.
Inventory Control – Oversee Work Order billing and Monitor Service Technician Revenue Recovery, parts return rates and timelines.
Service - Perform basic machine assessment and diagnostics to determine what known repairs or replacement parts are needed. Advises customers of estimated costs and secures approval as well as any additional work approvals as required.
Assign and schedule Work Orders to appropriate Service Technicians to complete, assisting with technical expertise and direction as required. Provide customers with work status updates as warranted and close Work Orders in a timely manner in order to minimize aged work-in- process.
Possess the Technical and Professional expertise in the diagnosis and mechanical repair of diesel engines, fuel systems, hydraulics, transmissions, electrical systems and related equipment to coach, inspect and lead Service Technicians.
Aptitude and commitment to personal continuous learning and professional development. Ability to utilize, read and understand operating manuals, blueprints and technical drawings.
Manage - Make development of all direct reports a priority, providing routine honest feedback and coaching.
Qualifications
Technical and professional expertise in the diagnosis and mechanical repair of diesel engines, fuel systems, hydraulics, transmissions, electrical systems and related agricultural equipment.
Accountable to maintain a positive Customer Experience at every touch point.
Ability to multi-task, prioritize and identify complex issues, review related information to develop numerous potential solutions and evaluate options then implement solutions.
Ability to proficiently utilize computer programs including MS Office suite, Dealership workflow and management software training, resources and communication tools.
Communicate effectively as appropriate for internal or external customers.
Previous supervisory or management experience preferred but not required.
Education/Work Experience: High school diploma or GED required. Two year degree or certificate from a college or technical school or at least five years related experience and/or training in the subordinate position. Bilingual Spanish language proficiency preferred.
Physical Requirements and Work Schedule: Able to do occasional lifting of up to 50 lbs. Employee must be able to stand for an extensive amount of time. Able to move or hold arms and hands in small areas, utilizing tools, for an extensive amount of time. Able to work flexible schedule, including some evenings and weekends.