Job Description

Aspen thrives on taking on the biggest heavy haul design and manufacturing challenges in North America. Ready to roll where others fear to tread, the Aspen approach is built on a foundation of tenacity, perseverance, and unwavering determination – just like the people who use them. Aspen is a growing business looking for people with energy, drive and passion to contribute to our team.

The Service Supervisor will support new and existing customers as well as internal customers. This role will help facilitate the organizing of employee’s, managing work in shop, ensure all safety rules are followed as well as help with service work and warranty administration.

Main Responsibilities

• Be number one contact person for the customer either on the phone or at the front counter.
• Scheduling customer repairs and preventative maintenance.
• Creating, entering, administrating, and closing warranty claims.
• Communicating service and warranty information to the foreman and technicians by means of repair orders.
• Record customer details and transaction details to pass on to the foreman and technicians.
• Answering customer questions about service outcomes and consulting with technicians when necessary.
• Informing customers about potential cost savings and warranty protections.
• Open new work orders.
• Ensure that there are no open work orders- monitor, track and maintain the open R/O report.
• Informing customers of changes in service or when their trailer is ready to be picked up.
• Interact with customers, listen to their questions and concerns and provide timely responses.
• Educate clients about the company’s products, services and offers.
• Schedule appointments, take orders, monitor service progress, calculate charges and process payments.
• Manage complaints, returns and resolve customer grievances.
• Ensuring paper flow and record keeping for the service department is completed.
• Update accounts, initiate billing and process claim payments, and receive payment for services.
• Arrange for refunds, exchange and credit for returned merchandise.
• Set achievable goals for increased monthly revenue.
• Assist in hiring and supervise competent and experienced service techs and welders.
• Co-ordinate workload with manager and team leader.
• Assist in document warranty claims and communicate with Engineering group.
• Adhere to all Safety regulations set forth by Aspen’s safety program.
• Maintain close and open working relationships with other departments and Engineering Department.

Secondary Responsibilities

• Liaise with vendors and subcontractors.
• Build and foster excellent communications with fellow employees, Supervisors, Team Leaders, Shipper / Receiver, and the Procurement Department.
• Identify trends on inventory & parts supply and communicate to the Procurement Department.
• Facilitate problem solving and process improvement work internally.
• Develop and supervise a regular cleaning schedule to ensure the area is well organized, labeled, etc.
• Create and submit general supplies orders to Procurement Department.
• Ensure tools repaired as required Manager.

Attributes and Skills

• Strong customer service orientation.
• Solid organizational capabilities and ability to complete tasks.
• Able to work autonomously and uses good decision-making practices.
• Problem solving ability in a customer focused environment.
• Organizational and planning skills, experience managing equally important and competing priorities.
• Excellent written and verbal communication skills
• Intermediate computer literacy with Excel, ERP, Email & Calendar Management, and Document Production.
• Able to maintain a professional and calm demeanor in challenging situations
• Able to identify procedure and process improvements and advise the appropriate stakeholders.
• Excellent documentation control.
• Excellent resource scheduling ability.
• Ability to maintain a professional and calm demeanor in challenging situations.

Experience and Education

• Requires 6-8 years of experience in heavy fabrication Service. Familiar with a variety of Service concepts, practices and procedures.
• Rely on extensive experience and judgment to plan and accomplish goals.
• Previous experience supervising multi-disciplinary custom Service teams.
• Experience with industrial equipment, trucks and trailers.
• Experience with an ERP or database system. Visual Manufacturing preferred.
• PMP considered an asset.
• Six-sigma or other lean credentials considered an asset.
• Red -Seal Journeyman certificate or applicable experience considered an asset (Heavy Equipment Technician, Welding, Fitting or Heavy Duty Mechanics).

Working Conditions

• Regular exposure to industrial shop hazards which require additional protection from noise, fall hazards and air quality.
• Fast paced environment with tight deadlines.
• Working hands on with team on floor in a supervision role.

Shift Availability

• Days Monday – Friday 7:00am – 4:30pm

Benefits

• Medical Reimbursement program.
• Paid Holidays.
• Paid time off accrual.
• Annual safety boot allowance.
• Company events.
• Service & Safety Recognition programs.
• Clean and Safe working environment.
• Year-round work.
• Stable career.
• Family environment and company culture.

Apply now to join North America’s premier supplier of heavy haul transportation equipment! Aspen Custom Trailers is a fast-paced, entrepreneurial company poised for significant ongoing growth. Thank you for your interest in Aspen Custom Trailers. Only applicants selected for an interview will be contacted. If you would like to know more about Aspen, please visit www.aspentrailer.com