Field Service Supervisor at Toromont Cat Careers

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City: Cambridge
Province: Ontario
Country: Canada
Job ID#: 6802

Reporting To: Product Support Manager

Do you have high integrity and strong work ethic?  We are seeking an experienced Service Supervisor to provide efficient, knowledgeable and professional customer service both personally and through strong team leadership.  This leader is responsible for also providing direction to the Shop Service Team ensuring consistent implementation of policies and procedures in conjunction with corporate directives and increased market share.

Key Accountabilities

  • • Model the way for safe, environmentally sound and healthy work behaviours in support of Toromont’s Health and Safety Policies, Programs and Initiatives
    • Ensure all employees comply with established customer safety rules
    • Provide excellent customer service as key contact for field service requirements and work orders to maximize productivity of field service operations
    • Promote customer satisfaction, follow up on repairs and collaborate with other departments to deliver high level service
    • Train and coach team members to meet and exceed customer and business expectations by administering performance evaluations
    • Improve customer and employee satisfaction by initiating corrective procedures in the field service operations
    • Provide direction on financial implications of work orders i.e. customer pay, warranties, claims, policies and redos
    • Create quotes and review and prepare invoices for internal and external customers
    • Manage work-in-progress (WIP) and contamination control
    • Investigate and report accidents or near misses
    • Identify and resolve issues by initiating corrective actions
    • Encourage continuous improvement for field operations through regularly scheduled meetings and associated training
    • Assist the PSM with the management of fixed assets and preparation for capital expenditures
    • Maintain maintenance on the fleet of field service trucks
    • Manage employees at off-site locations
    • Work with a sense of urgency and foster team efforts to encourage growth

Key Qualifications

  • Post Secondary Education with a technical focus and up to 3 years experience in a supervisory position within a shop environment
  • Highly safety conscious with a solid technical aptitude for heavy equipment, Caterpillar, competitive product lines and current marketplace industry knowledge
  • Customer centric with strong leadership, efficient coaching and effective team building skills
  • Exceptional communication, relationship development and interpersonal skills
  • Ability to drive sales with strong negotiation, analytical and organizational skills
  • Mindset for continuous improvement,  excellent problem solving and conflict management skills
  • Proven business and financial acumen with effective decision making
  • Sense of urgency, independent and a team player with high initiative and integrity
  • Self-directed and adaptable to changing and multiple priorities to meet aggressive deadlines in a fast paced environment
  • Computer and systems literate with proficiencies in Microsoft Applications including Excel, Word and Outlook
  • Knowledge of CAT Corporate Web Navigation, DBS, SIS or experience with Toromont operations would be an asset
  • Willing and able to work flexible hours in support of the business needs
  • Valid Driver's Licence and clean Driver's Abstract
Toromont Cat is an equal opportunity employer who recognizes and values diversity. Upon request, Toromont is committed to accommodating employees with disabilities.