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Description

The Power Systems Service Supervisor is responsible for the day-to-day leadership, coordination, and execution of Wheeler Power Systems PM Service operations.

This position leads and supports service employees while ensuring work is scheduled and completed safely, efficiently, and in accordance with customer commitments. The Service Supervisor serves as a key point of communication between technicians, customers, and Product Support management and is accountable for maintaining a high level of customer service, employee development, operational discipline, and follow-through.

Duties and Responsibilities

Responsibilities include, but are not limited to:

Leadership & Employee Development

• Build, develop, and maintain a high-performing service team focused on safety, quality, accountability, customer service, and continuous improvement.
• Provide day-to-day leadership, direction, coaching, and support to assigned employees.
• Establish clear expectations and hold employees accountable for performance, attendance, training, safety, productivity, and quality of work.
• Work closely with employees to identify development opportunities and support their continued technical and professional growth.
• Ensure assigned employees complete required company and Caterpillar training.
• Promote teamwork and maintain a positive, professional, and respectful work environment.

Safety

• Make safety the highest priority in all service activities.
• Actively support, promote, and enforce Wheeler's TRACK Safety Program.
• Maintain a strong personal safety record and demonstrate consistent safety leadership.
• Ensure employees understand and follow applicable company safety policies, procedures, and work practices.
• Support compliance with DOT requirements applicable to field service technicians.

Service Operations

• Coordinate and manage technician schedules to meet customer commitments and effectively utilize available service resources.
• Prioritize service work based on customer needs, technician availability, equipment requirements, and operational demands.
• Open, manage, and close work orders accurately and in a timely manner.
• Review work orders for completeness and ensure labor, parts, miscellaneous charges, documentation, and other applicable costs are properly captured.
• Support timely and accurate customer invoicing.
• Issue and manage purchase orders as required.
• Review and maintain employee timecards.
• Coordinate available manpower and service resources between Field and Shop Service Operations as needed.
• Participate in Caterpillar Process Improvement and other continuous-improvement initiatives.

Customer Service & Communication

• Serve as a primary point of contact for assigned service customers.
• Maintain proactive and professional communication with customers regarding scheduling, job status, delays, changes in scope, and completion of work.
• Understand the importance of equipment availability and downtime to Wheeler customers.
• Respond promptly to customer concerns and work with Product Support management to develop appropriate solutions.
• Take ownership of problems and drive issues through to resolution rather than simply passing them to others.
• Build and maintain strong relationships with customers through consistent communication, follow-through, and accountability.

After-Hours Support

• Participate in the rotating service on-call schedule.
• Be willing and able to respond to after-hours emergency calls and urgent customer needs when required.

Qualifications

• Excellent safety record with a demonstrated commitment to safe work practices.
• 1-3 years of operational leadership, supervisory, or management experience.
• Strong interpersonal and communication skills with the ability to interact effectively with employees, customers, and management in person, by phone, and through email.
• Demonstrated ability to lead, coach, develop, and hold employees accountable.
• Strong organizational, scheduling, time-management, and follow-up skills.
• High level of attention to detail and personal accountability.
• Ability to effectively prioritize multiple customer and operational demands.
• Ability to work collaboratively in a team environment and assist others as needed.
• Demonstrated problem-solving skills and willingness to take ownership of issues through resolution.
• Positive and open-minded approach with a willingness to evaluate new ideas and identify opportunities to improve Product Support operations.
• Working knowledge of Microsoft Office products, including Outlook, Word, and Excel.
• Willingness to participate in a rotating on-call schedule and respond to after-hours customer needs when required.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c).      

Requirements