Ziegler CAT has an opening for a Field Service Supervisor to lead a team of Field Service Technicians supporting customers’ needs. In this role, you will be responsible for answering field service calls from customers, opening service calls, managing the labor, and then dispatching Technicians. In this role, customer service, problem solving, and leadership and coaching will be key.

Responsibilities:

Customer Contact:

Take field service customer callsSeek approval from customer on additional work request detailsCollaboration on invoice disputes, service call details, and additional segmentsService Call Labor ManagementOpen service calls and segmentsOrder parts on service calls as appropriateDispatch Field Service TechniciansApprove employee time (in Workday or D365)Monitor service calls to ensure estimates are metTroubleshoot parts availability issuesManage field truck utilization

Safety and Contamination Control:

Complete incident reports as neededField Service Truck inspections (daily, weekly, monthly) for safety and contamination controlConduct regular site visits to ensure all appropriate PPE is used and all safety standards (i.e. lockout/tagout, JAS, and monthly safety inspections) are followedWork with employees to create a safety accountability plan, as neededHold regular safety meetings

After Hours:

Provide after-hours support to customers

Technical Subject Matter Expert:

Provide input on what parts should be inventoried at the branchStay up to date on new equipment/products and technical hot topics

Training and Coaching

Answer technician questions about specific service calls and segmentsConduct coaching and/or performance action conversations, as neededHold regular team meetings (updates, safety trends/hot topics, priorities, etc.)Monitor and enforce employee training completionPlan training for technicians based on the needs of the customers and the shopsBuild team moral through routine conversation, team lunches, trainings, etc.

Staffing:

Interview candidatesHire techniciansOversee the onboarding of new technicians

Employee Management:

Complete annual employee performance reviewsMaintain employee records in Workday (PTO, Time, terminations, training, etc.)Stay up to date on company policies and HR memosSupport employees career developmentAnswer questions on company/job benefits or appropriately direct employeesWork with HR for any necessary employee accommodation or leave situationsWork with Workers Compensation for any restricted work accommodations

Qualifications:

2-year technical degree strongly preferred; High school degree required5+ years of relevant diesel equipment knowledge strongly preferred3+ years in a lead or supervisory position preferredGood computer skills required (MS Office products)Strong communication, customer service, and organizational skills requiredAbility to problem solve and think creatively to take care of customers in the most efficient way requiredCommitted to serving our customersAbility to hire, build, and support team of high performing Technicians

Minimum Physical Requirements:

Lift/carry up to 10 lbsStanding, walking, using hands, talking, hearing, stair climbing, forward reaching, bin lift, fingering/grasping

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.  Ziegler Inc. will reasonably accommodate the known disabilities of qualified disabled individuals.

Ziegler Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color or creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, pregnancy, affectional preference, disability, age, marital status, familial status, protected veteran status, status with regard to public assistance, membership or activity in a local commission dealing with discrimination, or any other protected class status.

For more information about your equal employment opportunity rights and protections, click here.

For information about your Family and Medical Leave Act rights, click here, and for information about the Employee Polygraph Protection Act, click here.

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