Customer Service Supervisor

Location: Edmonton, Posted Date: March 15, 2018
Employer: To view company name. See instructions below
Employer Job Id: R-2018-1092-1 Careermine Job Id: 1445606
Posting End Date:

Number of Opening: 1

Worker Type: Permanent

Position Overview: Responsible for managing all customer interactions and communications with Rentals, EMS, and Connectivity, quoting and Service Work in Progress (SWIP) management in conjunction with effectively managing and scheduling jobs and accountable for overseeing the end-to-end service process including time entry. Day to day Supervision of Power Systems Centralized Services team.

Major Job Functions:
  • Demonstrated leadership and engagement towards a safe and working environment that is substantiated by meeting safety TRIF and LTI targets and supported by internal and external safety audits and completing the resulting action plan
  • Demonstrated leadership and engagement of assigned employees that is support by developing and leading an effective team, fostering a positive work environment and setting clear expectations that successfully contributes to effective and efficient service work completion, achievement of operational and strategic targets and goals, customer satisfaction, loyalty and deliver of [Company]'s Customer Service Commitment.
  • Accountable for effective communication, specifically, ensure presentation of information to customers, employees, service team is professional, timely and accurate and engage Caterpillar on product issues, policy requests and negotiations, customer satisfaction and service letter management
  • Accountable to ensure work orders are closed and invoiced at a timely manner
  • Accountable for representing the branch as a Business Improvement Lead, attending and participating in the calls and championing continuous improvement
  • Accountable for customer satisfaction through the customer loyalty surveys

Safety Leadership:
  • Lead, demonstrate and champion a healthy and safe work environment ensuring that all safety standards, policies, procedures and compliance requirements are communicated, implemented and followed.

Customer Interaction/Communication:
  • Define service work scope and objectives to include reviewing and determining resource requirements, reviewing warranty and goodwill requirements and prioritizing incoming repair requirements with Supervisors
  • Managing customer repair requests and invoicing disputes

People Leadership:
  • Responsible for the day-to-day leadership of staff, including recruitment and selection, orientation, coaching and mentoring, employee engagement, performance feedback and supporting growth and development opportunities

Velocity Management:
  • Responsible for connecting customer interaction with repair execution by working with the service supervisors for scheduling priority in shop
  • Assign needs and priorities to Supervisors and scheduling shop and field resources
  • Communicate with customer on disputes, negotiating repairs, shop scheduling and estimated turnaround time
  • Ensure estimate, initial and final quotes are sent out in a timely manner
  • Support internal customers and internal partners in quoting, customer communication and scheduling

Results and Financial Management:
  • Manage Service Work in Process (SWIP) and present solutions to keep SWIP at a minimum
  • Overall accountability for work order life cycle and warranty, goodwill and bid variance

Specific Skills & Knowledge:
  • Strong understanding of performance management principles, processes and the principles of high performance leadership
  • Demonstrated effective leadership and supervisory skills
  • Demonstrated commitment to safety culture
  • Making decisions involving varied levels of risk and ambiguity
  • Adapt to change in the work environment to deal with frequent change, delays or unexpected events
  • Strong customer service focus and ability to have technical conversations with customers, service supervisors, etc.
  • Strong communication skills to engage, motivate and lead employees
  • Strong decision making and problem solving skills
  • Financial acumen to understand and interpret associated KPIs related to branch profitability
  • Strong negotiation skills
  • Excellent organizational, prioritization and time management skills
  • Excellent interpersonal, and verbal and written communication skills
  • Detail orientated
  • Ability to sell complete service offerings to customers
  • Strong understanding of the Caterpillar product line (forestry, mining, construction, etc.)
  • Strong understanding of the Caterpillar processes (goodwill, product health structure, etc.)
  • Understand Cat and Non-Cat warranties (new equipment, new parts, customer service commitment, [Company] exchange, OEM, etc).
  • Strong mechanical aptitude to expand technical expertise knowledge base and gain experience
  • Thorough understanding of the [Company] Service Excellence Model and its application within the Service environment

Education & Experience:
  • The desire to lead and manage people
  • Effective leadership / supervisory skills
  • Previous experience on repair execution in a shop or field environment

We are committed to diversity at [Company], to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals. [Company] does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and/or mental or physical disabilities.

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