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Service Supervisor Heavy Equipment Shop | Kalkaska

Kalkaska, MI


Posted on March 5, 2018

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About Service Supervisor Heavy Equipment Shop | Kalkaska

A Service Supervisor is the face of the company to our customers who needs their fleet serviced to continue to run their business. A varied responsibilities challenges the individual to juggle a number of different tasks simultaneously to successful completion.

You will join our team of Service Supervisors, one of the industry leaders, in order to maintain and build strong customer relationships.

  • Assign and schedule daily tasks and duties for multiple service technicians, some of who may be based in various locations, based on technician abilities, location, and customer requests

  • Act as the primary contact for customers in all matters pertaining to service such as technical issues, diagnosing equipment failures, invoice and repairs inquiries, etc.

  • Communicate with all necessary internal and external customers regarding service requirements to provide accurate repair quotes

  • Initiate contact with customers regarding current and future service needs by reviewing service history, warranty records and product improvement and support programs

  • Process work orders and ensure accuracy in all charges such as labor, warranty, parts, etc. resulting in a complete invoice to the customer

  • Supervise work assignments, obtain guidance from Technical Communicators or other resources on escalated technical issues, approve overtime, schedule time off and maintain records pertaining to training and safety

  • Management of assigned Technicians, including such things as performance reviews, performance improvement plans, and any conflict resolution and disciplinary actions

  • Ensure safe work practices

  • Manage 24-hour emergency service as needed

Other occasional responsibilities may include:

  • Attend MI CAT and Caterpillar provided training to remain current on product and procedural changes

  • Attend customer events as required to further develop customer relationships

  • Assist Store Manager with preparing and submitting required documentation to Caterpillar to resolve product failures and compensation responsibility

  • Deliver parts as needed

To be considered for our Service Supervisor position you should:

  • Have a successful track record in a Service Advisory function within an organization providing maintenance and repair services to internal and external fleets

  • Prior experience in positions requiring building and maintaining of customer relationships

  • Experience managing individuals with varying background and experiences, experience managing technicians in Union environment is preferred

  • Able to produce and manage service work orders, and parts purchase orders

  • Strong interpersonal communication skill to clearly communicate product issues and service reports to customers

  • Ability to negotiate difficult situations, and providing solutions to internal and external customers

Highly preferred experience:

  • Prior background in service and maintenance of automotive or heavy equipment


Any Duties and Responsibilities described within the Careers Page are not a comprehensive list, and the scope of the job may change as necessitated by business demands.

Michigan CAT is an Equal Opportunity Employer

Qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Equal Employment Opportunity is the Law

Equal Employment Opportunity is the Law – Poster Supplement

Job ID: 2017-1992

External Company URL:

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