Field Service Supervisor

Essential Job Duties:

• Coordinate with the team members to schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according to customer requests, specifications, or needs, using all forms of communication.
• Review site requirements and restrictions.
• Provide technicians with all necessary job details such as scope, duration, tools, parts required and any additional equipment needed for job completion.
• Provide customers with regular updates on technician arrival times, job status and completion.
• Schedule and coordinate all 3rd party suppliers required for service or inspection.
• Ensure tickets are being actively worked and progressing.
• Provide technical information and documentation to sales, Liebherr Ehingen, service, customers and training.
• Supply internal and external customers with detailed information regarding crane operations and functions.
• Read and interpret modification procedures from a technical perspective.
• Confer with customers or supervising personnel to address questions, problems, and requests for service or equipment.
• Analyzes problems and propose / implement detailed technical solutions.
• Analyze customer needs for new equipment and options and support sales in determining if they are compatible.
• Confer with customers to provide information about products and services to take orders or cancel accounts or to obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken.
• Contact customers to respond to inquiries or to notify them of modifications, investigation results and any planned adjustments.
• Refer to unresolved customer grievances to designated departments for further investigation.
• Complete contact forms, prepare change of address records and delivery address changes.
• Manage all customer escalations.
• Support administration and warranty team with billing questions and discrepancies.

Supervisory Duties:

• Manages Direct Reports
• Responsible for the overall direction, coordination and evaluation of Field Service Technicians and Technical Analyst team.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.