Job Description

Primary Function

The Shop Service Supervisor oversees shop service operations and supports customer satisfaction by managing service workflows, supervising technicians, coordinating maintenance and repair activities, and handling customer communication and job quoting responsibilities. The role focuses on driving productivity, optimizing personnel and equipment utilization, and ensuring efficient operational performance while supporting administrative and service-related functions across a variety of equipment and service applications.

Essential Duties

Production Management

• Manage daily production activities and communicate repair progress to customers
• Coordinate with customers for repair approvals, updates on delays, and repair authorizations for technicians
• Ensure initial and follow-up repair authorizations are approved and fully documented before starting work
• Establish priorities for scheduled and unscheduled repair/maintenance activities
• Manage service and administrative documentation processes as appropriate, including work order coordination, service record review, invoicing, and customer payment processing
• Evaluate daily operations to identify process improvement opportunities

Technical Oversight

• Provide technical repair diagnoses and problem-solving guidance to shop technicians
• Receive, review, and brief technicians on the latest technical support information including service letters, technical bulletins, and product/warranty updates
• Ensure all warranty and revenue repairs comply with applicable guidelines and department policies
• Coordinate with field service and outside vendors for repairs beyond internal capabilities
• Manage tools and support equipment to ensure serviceability and availability
• Ensure technicians receive required training on technological and product line updates

Personnel Management

• Directly supervise a shop technician workforce, ensuring productivity levels remain above 85%
• Coach, direct, counsel, and issue warnings to technicians and make recommendations on hiring and termination to the Service Manager
• Assist in identifying and correcting safety, operational, or training shortfalls
• Foster a positive and productive work environment while maintaining department standards

Financial and Business Management

• Manage departmental expenditures to meet budget obligations
• Assist Management and Product Sales Support Representatives in identifying and developing new service and business opportunities
• Advise on long-term business strategies and identify potential problems impacting productivity or customer relations

Safety and Customer Relations

• Participate in, support, and enforce company safety initiatives such as safety mentor programs and pre-risk assessments
• Maintain strong communication skills to ensure high levels of customer satisfaction

Minimum Requirements

Education

Associate's degree in related field; bachelor's degree preferred.

Work Experience

• 2-5 years of technical and supervisory experience.

Physical

• Must be able to work for long periods while seated and using a PC.
• Must possess outstanding communication skills associated with managing the day-to-day activity of the service department either in-person or via telephone.

Other

• Must possess a fundamental understanding of basic business concepts, as well as exceptional computer and administrative skills normally associated with managing a service department.
• Must possess outstanding leadership and interpersonal skills and be capable of executing decisions in support of the daily business operations.
• Must have a thorough understanding of the basic work order/administrative processes, department operating principles/guidelines, and long-term business initiatives/strategies.
• Must have intermediate mechanical and product knowledge.

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.