Service Supervisor

The Service Supervisor has responsibility for the performance of themselves and their team. Successful Service Supervisors will provide their teams with training in troubleshooting, technical procedures, and safety for Technicians.

Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results.  Some of the benefits of joining our team are:

• Competitive Pay.
• Benefits: Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays, uniforms, and much more.
• Exposure to world-class CAT training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies.
• Opportunities for advancement.

• Contributes to a positive work environment and promotes the vision, mission and values of BMC.
• Completes all job responsibilities in a safe manner, promotes and champions a safe and healthy work environment.
• Hire, coach, and supervise technicians to meet or exceed daily, monthly and yearly productivity targets while reviewing and approving work time and adjusting time on work orders as needed and ensuring strict adherence to quality control measures and all customer care standards.
• Conduct quarterly and annual performance appraisals, manage and implement developmental plans, recommend compensation increases and administer disciplinary actions.
• Serve as the primary point of contact for customers seeking service work, answering and directing incoming service calls, and performs all sales functions (quotes, estimates, bids, etc.).
• Identify repair needs with the customers, gather necessary information to create and present an accurate quote or estimates and work with technicians to secure customer consent before starting repairs.
• Review all warranty, policy, and service update requirements for the specific type of machine prior to beginning repairs.
• Engage with customers regularly based on technician input to provide status updates, explain issues or ongoing changes, resolve questions, concerns through research and follow-up, advise replace versus repair options to ensure transparency, gain consent for repairs and discuss up-selling opportunities.
• Review all warranty, policy, and service update requirements for the specific type of machine prior to beginning repairs.
• Create, maintain and close all work orders by completing all necessary functions in ServiceLInk, while coordinating technicians to ensure all job segments are complete and accurately coded to the work order prior to invoicing.
• Manage the various elements of a work order during the repair process, including additions or modifications of segments, charge codes, job notes, and if necessary, coordinate the usage, rental or purchase of special tools needed for technicians to perform repair work.
• Schedule, track and manage all aspects of repairs including specific shop locations, assigned technicians and areas using the Service Scheduling Tool.
• Discount, credit and re-issue customer invoices as needed to ensure customer satisfaction.
• Ensure final repair performance meets or is under quoted amounts while being accountable for invoicing service calls in accordance with the WIP turn metric and meeting or exceeding the break-even goal for all goodwill and warranty decisions by managing variance in policy and warranty accounts by year-end.
• Implement internal policy decisions for the Service Department and collaborate other departments to ensure their policy expenses are correctly allocated to internal accounts and work with PSSR’ and other department sales representatives to coordinate service opportunities in their assigned areas.
• Actively promotes and advocates for safety at Blanchard by adhering to and upholding all applicable safety policies, procedures and standards while training and serving as a team member in support of strategic programs, projects, and initiatives.

• High School Diploma or Equivalency required.
• 3+ years of experience working on heavy equipment required. 2+ years supervisory and/or leadership experience preferred.
• Valid driver’s license and a safe driving record.
• Proficient in the use of a computer and related software (Word, Excel, etc.).
• Advanced knowledge of heavy equipment service, maintenance and safe operation including the ability to safely operate heavy construction equipment, perform machine inspections, and operate a service vehicle.
• Strong organizational, time management and problem- solving skills required, with the ability to meet organizational goals and objectives.
• High degree of interpersonal skills with solid written and verbal communication abilities, and the discipline to represent Blanchard Machinery professionally and collaborate with customers and technician effectively.
• Driven with a sense of urgency to exceed customer expectations while working in a dynamic, fast-paced service environment.
• Capacity to navigate change productively, make sound decisions, assess team strengths and weaknesses, pursue training opportunities, and continuously build knowledge and skills.
• Self-directed, committed to building a supportive, positive, and winning culture, with the ability to lead and collaborate effectively with teams.

Working Conditions

• The physical environment requires the employee to both outside in heat/cold, wet/humid, and dry/arid conditions and inside (non-climate controlled) throughout the day.
• Required to use personal protective equipment to prevent exposure to injury and/or hazardous materials.
• Position may require employees to be physically present at designated worksite locations.
• Physical use of a broad variety of tools and machines to maintain, troubleshoot and repair equipment.
• Requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
• Seeing, reading, and writing to complete job responsibilities.
• Use of computers and other forms of technology to complete job responsibilities.