Customer Service Supervisor Jobs in Rochester, NY

Milton CAT is seeking an experienced Earthmoving Shop Supervisor for our Batavia location. The Service Supervisor directs and controls the service shop to ensure an efficient, safe, and profitable operation. They work to support corporate objectives by maintaining the highest quality of service to the customer within our Earthmoving industry. This position will manage the daily workflow, manage the performance of technicians, and manage the customer's repair/maintenance job to meet their expectations.

Milton CAT offers challenging career opportunities, extensive training and employee development along with an opportunity to grow your career and thrive under our reputation for excellence. Whether you're looking for a steady job with great benefits, or an exciting place to start your career and grow within the organization, Milton CAT can meet your needs!  We offer excellent benefits and supply you with the tools you need to maximize your potential.

Pay Range: $80k-$90k starting pay range depending on experience.  Bonus potential based on performance.

Benefits include:

• Paid Time Off + 8 company paid holidays
• Medical, Dental and Vision insurance options for Employee and Family
• Disability & Life Insurance Packages
• Competitive Retirement Plan
• Tuition Reimbursement - available to FT employees with 1 year+ of service
• Additional supplemental offerings and discount programs
• Employee Referral Program

• Schedule and assign work to shop and Service Technicians.
• Track progress and check work status of technicians to ensure the timely servicing of customer equipment.
• Supervise Service Technicians and engage in performance management by conducting annual and monthly reviews, coaching, counseling, and providing disciplinary action as needed.
• Assist technicians on complex diagnostic and repair issues.
• Open, update, and invoice work orders.
• Advise customers on repairs, define the scope of work, and ensure expectations are met.
• Analyze customer problems and prepare reports and problem logs.
• Assist in time card entries, review, closing and invoicing work orders.
• Maintain customer files.
• Communicate with the credit department to ensure financial needs are met.
• Maintain a professional and proper personal appearance at all times adhering to company policy.
• Enforce safety policies and see that proper safety practices are followed at all times.
• Perform safety audits.
• Maintain confidentiality relative to pricing, promotion, distribution, inventory, customer lists and financial reports.

To perform this job successfully an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and ability required. 

• 3-5 years' experience within the earthmoving or heavy equipment industry.
• 2 years experience in a supervisory or management position.
• Experience with CAT or similar competitive equipment.
• Ability to effectively lead, influence and communicate with others both internally and externally.
• Proficient in the use of a computer and related software (Word, Excel, etc.).
• Strong problem-solving skills and be detailed oriented with a high level of accuracy.
• Strong written and verbal communication skills.
• Able to perform duties with a sense of urgency, exceeding customer expectations. 
• Excellent organizational skills.
• Ability to work in a dynamic fast paced environment.

Minimum Educational Requirements

Associates degree in Diesel Technology and/or business studies.  Equivalent education and relevant work experience may be considered in lieu of an Associates degree.

This job description is not intended to be all-inclusive.  Your supervisor may request and assign similar duties.   

Resumes that are mailed, emailed or hand-delivered to Milton CAT or any employee will not be considered.  You must apply online. A background check and drug test are required as part of our pre-employment process.

Milton CAT is an equal opportunity employer that values the strength diversity brings to the workplace. We encourage applications from individuals with disabilities, minorities, veterans, and women. Applicants receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, sexual orientation, gender identity, handicap, disability, veteran status, genetic data, or other legally protected status. We base all employment decisions to further this principle of equal employment opportunity. VEVRAA Federal Contractor. EEO/AA employer.  Milton CAT is a Drug-Free workplace.