Position Summary
The Service Supervisor is responsible for serving as team leader and tracking efficiency for 5-15 technicians to ensure that customer needs are met at the highest level. The Service Supervisor will support the Service Dispatcher and/or Service Advisor in their daily tasks including handling incoming calls, producing quotations and estimates, opening and closing work orders, adjusting time on work orders, dispatching Field Service Technicians, assigning jobs to Shop Technicians, training/mentoring less experienced Technicians, and other duties not specified.

Essential Responsibilities & Expectations

• Coach and direct Service Department employees
• Monitor, improve, and maintain Technician performance
• Ensure proper planning of jobs, quoting, parts availability, and manpower
• Effectively handle customer objections and concerns
• Maintain (and ensure technicians maintain) proper dialog with customer and inform customer of repair status as required
• Monitor customer satisfaction and employee morale and take steps to improve both when necessary
• Minimize customer downtown with accurate and efficient job planning and repairs
• Effectively communicate with Company Personnel 
• Assign jobs to shop technicians and dispatch field service technicians

Qualifications

Education

High school diploma or the equivalent

Experience

• Experience working as a Service Technician preferred. 
• Experience using personal computers including Microsoft Word and Excel and basic typing skills are required for this position. 

Skills and Competencies

• Telephone / verbal / written communication skills
• Microsoft Office Suite
• Microsoft SharePoint
• Microsoft Dynamics AX 2012
• Strong technical / equipment repair skills

Job Training

• Microsoft Word and Excel –basic and intermediate
• Supervisory skills training
• Business communication skills training
• OSHA & MSHA required training
• Vendor technical sites (Infocast, SIMSi, Independent Truck Network SharePoint site)
• Compliance training

Safety Summary

Working Conditions

Work is normally performed in a Service Department shop office or shop environment.   Exposure to physical risk and all-weather conditions is associated with this position.  Standing on hard surfaces for extended periods of time is often required.

Physical Requirements

• Speaking
• Listening
• Writing
• Grasping
• Stooping
• Kneeling
• Climbing
• Lifting up to 75 lbs.

Job Hazards

• Tripping, slipping, falling
• Strains due to lifting
• Overexertion due to stress and fatigue
• Repetitive hand motion (computer work)
• Back and neck strain
• Stress

Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.