Shop Service Supervisor

PRIMARY FUNCTION:

This position is responsible for managing the entire production effort for the EPG Garner shop operations service department, to include 10-20 technicians.

Shop operations include maintenance and repairs on all types of equipment such as power generation equipment, industrial diesel engines and on highway trucks.

This position ensures that technician productivity levels remain at 85% or above, while managing assigned personnel and equipment resources to maximize department production capabilities.

In addition, this position is responsible for ensuring that technicians are fully trained and current on the latest technical support information to include as a minimum service letters, technical bulletins, and product/warranty updates.

This position is responsible for enforcing department guidelines and procedures and assisting the Service Manager in establishing long-term business strategies and generating new business opportunities.

ESSENTIAL DUTIES:



* Manages the daily production effort and communicates repair activities and progress to the customer.

Coordinates with customer to obtain approval for repairs, advises the customer of any significant changes in the repair process or delays in scheduled commitments, and communicates repair authorizations back to the technician.

Ensures initial and follow-up repair authorizations are approved and fully documented prior to beginning repair activity.


* Establishes priorities for all scheduled and unscheduled repair/maintenance activities.


* Directly supervises a shop technician work force of 10-20 personnel, ensuring productivity levels remain above 85%.


* Ensures all warranty repairs are performed in accordance with applicable warranty repair guidelines.


* Ensures all revenue repairs are performed in accordance with applicable department polices/procedures.


* Uses dealer business system N365 to open and close work orders.


* Completes initial review of service repair work orders and finalizes service support documentation for final invoicing.


* Coordinates with Field service and outside vendors for repairs/maintenance beyond our technical capabilities.


* Reviews and approves technician labor for posting to service calls / workorders.


* Receives, reviews, and briefs technicians on latest technical support information to include service letters, technical bulletins, and product/warranty updates.


* Provides technical repair diagnosis on problem solving with shop technicians.


* Manages tools/support equipment to ensure serviceability and availability.


* Ensures technicians receive the required training in support of the latest technological and product line improvements/enhancements.


* Coaches, directs, councils, and warns shop technicians, as well as, makes recommendations on hiring and firing to Service Manager.


* Assists the Service Manager in identifying and correcting any safety, operational, or training sho...