Job Description

Primary Function

The CVA Service Supervisor supervises the daily operations of the Compressed Air Planned Maintenance Customer Support Agreement program by providing maximum financial performance, contract growth, resource deployment and personnel development, while maintaining customer satisfaction.

Essential Duties

Customer Service & Contract Management

• Coordinate contract PM services with internal and external customers, ensuring timely responses to inquiries and concerns
• Dispatch technicians daily to job sites and schedule follow-ups as needed
• Conduct periodic customer satisfaction surveys and provide feedback on equipment or system issues identified during inspections or SOS testing.
• Resolve customer complaints directly or escalate to the appropriate PSSR or Service Manager
• Serve as liaison with OEM warranty groups and ensure warranty tracking, registrations, and recoveries

Administration & Reporting

• Maintain and close service calls, reviewing for accuracy, profitability, and timely completion
• Assist Contract Specialists with new contracts, renewals, and pricing for PM service inspections
• Review scheduled services and work in process to create daily schedules and reporting updates
• Verify and approve technician time entries and manage third-party portals and Cat Inspect service platform submissions
• Manage vendor invoices, parts consignments, and recommend stocking levels in coordination with Inventory Control
• Generate customer reports, including Excel spreadsheets, as required by contracts
• Review fluid analysis reports and PM checklists, coordinating repairs and quoting with PSSRs as needed
• Ensure PM field trucks, vans, and tooling are properly maintained
• Coordinate PM Technician training and maintain MSHA/OHSA certifications

Operational Leadership

• Contribute to departmental business plans, including PM maintenance specials or focus programs
• Maintain reporting systems to track benchmarks, maintenance costs, and manpower utilization for CVA/PM operations
• Manage expenses and take corrective actions to meet financial targets and operational profitability goals
• Team & Group Leadership
• Provide daily and long-term leadership for direct reports, including interviewing, hiring, coaching, training, development, performance reviews, counseling, discipline, and dismissals
• Act as primary liaison between PM service technicians, Service Manager, and other departments

Minimum Requirements

Education

High school graduate; associate degree or bachelor's Degree preferred.

Work Experience

• 1-4+ years’ experience depending on education.
• 1+ years of group leadership experience.

Physical

• Must be able to work for long periods while seated.
• Must have the ability to clearly communicate with customers on the telephone or in person and via email.

Other

• PC literate must be intermediate level skills with keyboard, word process software and excel experience.
• Excellent customer relations and a pleasant personality are essential.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.