Field Service Supervisor I

Career Area: Product Support Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. - Support the District Service Manager and the Regional Sales Team in providing World Class Customer Service to all Customers. - Supervises, schedules training, and manages job assignments of after-market projects for Field Service Representatives. - The position also ensures compliance with all QHSE and external regulatory requirements. - This position may offer a career development path which could prepare the incumbent for other positions of increasing responsibility within Solar, such as Customer Service Account Manager, District Service Manager, San Diego Project Management, etc. - District Dimensions (Minimum Requirements): - Annual revenue: $12+ million - Operations budget: $1.5+ million - Personnel: 10+ FSR's - Quantity of Packages in District: 250+ Packages - Nature and Scope: - The position is based in a Solar Field Office and will report to the District Service Manager. The Field Service Supervisor will support the District with day-to-day business activity, assist San Diego, Mabank and DeSoto Project Management from field perspective, and respond to Customer technical and commercial queries. - Close coordination and good communications with Solar Customers is required as well as with internal Solar groups/facilities such as Product/Systems Engineering, DeSoto Overhaul Center, Package Refurbishment and Upgrade, Project Management, Response Center, etc. - This position is essential to ensure that Customer issues are resolved, Customer Satisfaction is achieved, and Field Service Representatives are supervised and developed in conjunction with CAT Values in Action, corporate goals, and financial plans. The incumbent learns to manage and assure fulfillment of customer requirements for equipment support from commissioning throughout the life of the installation. - This requires full communication with clients, understanding and managing their expectations from a technical perspective. Coordinates multiple disciplines and departments to ensure overall Customer Satisfaction and repeat business for sales of new equipment. - Position Responsibilities: - The Field Service Supervisor will have multiple, ever-changing responsibilities supporting the District Service Manager both technically and commercially. - A primary and constant responsibility is management and development of Field Service Representatives. - Must be willing to travel, spend time with customers, work overtime, and be the "on call" duty person as required. - Position requires strong interpersonal and communication skills (written and verbal). The FSS II position requires the incumbent to have sufficient technical skills and experience to enable assumption of more complex technical responsibilities such as vibration analysis, control systems design modifications (non Safety Critical), site surveys, and field tooling inventory \ maintenance. Additionally, the FSS II position requires considerable knowledge and experience relating to Corporate and Human Resources policies, procedures, goals, and practices. A minimum of 3 - 5 years of field experience is recommended for this position. Principal Accountabilities: - Provide the Leadership example for Solar’s commitment to Health, Safety, and Environmental Responsibility. Directly responsible to ensure Solar’s field operations comply with all government regulations, as well as certification standards and customer mandated requirements. Accountable for maintaining Solar’s internal QHSE Management System requirements, meeting or exceeding company defined goals and performance standards. Acquire proficiency in Safety Awareness, including motivation, evaluation, and training of staff members to assure safe operations. Work closely with Customers, regulators, and internal HSE experts to meet Customers’ site and regulators’ area requirements. - Plan and organize assignments and dispactch Field Service Representatives to assure timely response to Customer requests, scheduled maintenance, commissioning, and other customer related activities. - Staff, train, motivate, and supervise an efficient, professional, technical workforce through effective goal setting, timely performance reviews, development programs, and sound management, to achieve maximum efficiency of resources and highest level of profitability. Manage staffing levels to ensure adequate support for all anticipated customer requirements and staff development. - Assist and support the District Manager in variou