Shop Supervisor/Advisor

Our Heavy & Ag Equipment Dealership Group has an opening for a Shop Supervisor/Advisor to support the team of Technicians at the branch. This role is responsible for customer calls coming into the branch. In this role, you will be opening service calls, providing updates and scheduling timelines, and/or providing other customer service. You will also be responsible for the hiring, development, and day to day coaching of the Technicians. The Shop supervisor is also responsible for the labor management of each service call in D365. It is the responsibility of the Shop Supervisor / Advisor to ensure each repair is completed safely, accurately, and efficiently.

Responsibilities:

Service Call Labor Management:

• Open service calls and segments
• Use Standard Jobs when available
• Assign work to technicians
• Approve employee time (in Workday or D365)
• Monitor service calls to ensure estimates are met
• Manage bay space
• Verify additional work request details and pass changes on to service advisor
• Collaboration on invoice disputes, service call details, and additional segments
• Troubleshoot parts availability issues
• Work with techs to ensure standard jobs are met

Safety, Contamination Control, and Quality:

• Complete incident reports as needed
• Branch Safety Walks (daily, weekly, monthly); monthly tank inspections
• Ensure all appropriate PPE is used
• Uphold lockout/tagout, pre-job hazard analysis, and monthly safety inspections
• Review completed JSAs
• Work with employees to create a safety accountability plan, as needed
• Hold regular safety meetings
• Uphold contamination control standards
• Review technicians work, quality, and timeliness throughout a repair
• Resolve customer complaints in partnership with sales

Technical Subject Matter Expert:

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

Training and Coaching:

• Answer technician questions about specific service calls and segments
• Coach technicians on completing the work on a service call
• Conduct coaching and/or performance action conversations, as needed
• Hold regular team meetings (updates, safety trends/hot topics, priorities, etc.)
• Monitor and enforce employee training completion
• Plan training for technicians based on the needs of the customers and the shops
• Build team moral through routine conversation, team lunches, trainings, etc.
• Staffing
• Interview candidates
• Hire technicians
• Support the tech intern mentor program
• Oversee the onboarding of new technicians

Employee Management:

• Complete annual employee performance reviews
• Maintain employee records in Workday (PTO, Time, terminations, training, etc.)
• Stay up to date on company policies and HR memos
• Support employees career development
• Answer questions on company/job benefits or appropriately direct employees
• Work with HR for any necessary employee accommodation or leave situations
• Work with Workers Compensation for any restricted work accommodations

Customer Contact at the branch:

• Customer contact for repair scheduling
• Contact for repair completion/status
• Seek approval on repair estimates from internal or external customer
• Confirm the readiness of machines for sales people/coordinators
• Respond to Equipment Link Alerts escalated by condition monitoring
• Contact for invoice disputes

Sales/Internal Communication/Contact:

• Update sales people on customer machines in the shop (include pictures)
• Update sales people on shop/workload capacity
• Arrange and Support Transportation for non-rental (ZRS & Heavy) transports

Service Contract Initiation:

• Organize the flow parts kits, non-field service contracts, and technology set-ups
• Monitor unexecuted service contracts
• Main point of contact for service contracts
• Check for service letters, safety letters, field campaigns, Equipment ID Requirements, and CVAs when opening a service call

Qualifications:

• 2-year technical degree preferred; High school degree required
• 5+ years of technical or mechanical knowledge strongly preferred
• 3+ years of leadership experience required (mentor, lead, or supervise)
• Strong computer skills required (MS Office products)
• Strong people leader who develops his/her employees through coaching and feedback
• Strong communication and organizational skills required

Minimum Physical Requirements:

• Lift/carry up to 10 lbs
• Standing, 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.