Service Supervisor

Summary/Objective

The Service Supervisor position will coordinate the service program for the Farley, IA location. This includes the supervision of the service team, coordination of service and repair work for Puck and customer owned equipment, documentation and reporting needs for all assigned duties and any physical product returned on RMAs that are sent in for evaluation. The Service Supervisor will also maintain the inventory in Farley, and do shipping and receiving for Service and customer support.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Managing weekly service and trade in job schedule and the assigning thereof to ensure all due dates are met.
2. Responsible for ensuring all service team members are clocked in on correct jobs and are following the correct clock in/out procedures.
3. Completes, closes, and invoices jobs in EPICOR once technicians’ complete jobs.
4. Communicates customer concerns and needs on service request to technicians.
5. Contracts or coordinates repair needs not performed by PUCK technicians including proper subcontract POs.
6. Communication of any successes, issues, concerns, or questions to the appropriate department manager.
7. Ensures service team has the resources to complete essential daily job functions, when applicable communicates needs to production manager.
8. Manages service consumable inventory to ensure the right inventory is always on hand when needed.
9. Ensures all team members stay on task and meet maximum utilization requirements based on production department policies.
10. Reviewing of team member labor and pay hours for accuracy.
11. Ensures that all customers’ issues or questions are resolved or addressed appropriately and in a timely fashion.
12. Maintains appropriate documentation of repairs made to units, including labor hours, parts utilized, and actions performed.
13. Works closely with sales to ensure trade in units are serviced and field ready when needed.
14. Provide motivation, support, and guidance to all service employees while maintaining a positive work environment that supports employee retention and recruitment.
15. Contribute to answering service hotline phone during normal business hours and after hours as scheduled.
16. Perform repairs as needed based on service schedule and needs.
17. Coordinates all inbound and outbound logistics for Farley, IA location: receives and ships items, monitors inventory.

Non-Essential Functions

1. Accurately records time worked and allocates time to the appropriate job(s).

Competencies

1. Technical Capacity.
2. Communication Proficiency.
3. Thoroughness.
4. Customer/Client Focus
5. Problem Solving/Analysis.
6. Initiative.
7. Teamwork

Supervisory Responsibility

This position manages all employees of the service shop department and is responsible for the performance management and hiring of the employees within the department as well as maintaining an organized and safe work environment while facilitating continuous improvement. 

Work Environment

While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles, moving mechanical parts and vibration. The employee is occasionally exposed to a variety of extreme conditions at job sites. The noise level in the work environment and job sites can be loud. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Primary daily duties are roughly 70% computer and administrative work with 30% being all other duties.

While performing the duties of this job, the employee is regularly required to talk and listen. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, twisting, and climbing all day. The employee must frequently lift and/or move items over 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type and Expected Hours of Work

This is a full-time position. Days of work are Monday through Friday. Hours of work are:

Day shift begins no later than 8:00 a.m. and runs until 5:00 p.m., 40 hours per week. 

Opportunities to work extended hours and on the weekend, work may be optional or required as job duties demand. 

Travel

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Required Education and Experience

1. High school diploma or GED diploma, or three to six months’ related experience (in farming, construction, carpentry, or manufacturing) or training, or equivalent combination of education and experience.

Preferred Education and Experience

1. Three to six months’+ experience in safely operating agriculture equipment or machines.
2. 2-year technical degree
3. 2+ years of related experience
4. Working knowledge of hydraulic and electrical systems; appropriately route and install hydraulic hoses and electrical wiring and components.
5. Experience with metal working equipment such as welders, torches, saws, drill presses, iron workers, hydraulic presses, or related equipment.
6. Leadership or management experience.

Equal Employment Opportunities (EEO)

Puck provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Puck complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Puck expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Puck’s team members to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.