Description This position manages the customer repair process, which is comprised of the oversight, management and coordination of power systems service work in the assigned territory, and is the primary customer contact through the life of the repair. This includes all customer correspondence and assisting in documentation related to the repair from inquiry to invoice/follow-up. This role is also responsible for the growth and development of its assigned technicians. The purpose of this role is to ensure the highest levels of customer service possible are provided through constant communication with the technicians, support functions, and the customer. This position will also have the responsibility for effectively scheduling assigned EPG Technicians in such a manner that promotes productivity and efficiency. The Power Systems Field Service Supervisor will be intimate with each repair and will work closely with the Technicians to create and maintain the work order including story writing, segment creation, warranty/policy issues, etc. This single point of contact will ensure constant customer communication, customer consent and will virtually eliminate work order discrepancies. ESSENTIAL FUNCTIONS: Supervises employees. Performs annual performance reviews, oversees the development and administration of employee development plans and recommends compensation increases. Administers discipline; has authority to hire employees. Completes assigned technician's annual performance appraisals on or before their anniversary dates. Functions as primary point of contact for customers seeking service work. Answers and directs incoming Service calls. Qualifies the repair needs with the customer and collects the necessary information needed to accurately create a quote or estimate of repair. Works closely with sales staff to provide an estimate or quote to the customer in adherence with Customer Care Standards. Coordinates rental and loaner machines for customers with equipment repairs that last for extended periods of time. Works with EPG technicians to gain customer consent for quoted or estimated work prior to the repair. Ensures adherence to labor rates and times as quoted to customers. Works closely with PSSRs and other department's sales representatives (General Line, CAT Rental, Rentco, etc.) to coordinate service and sales opportunities. Makes sales calls (telephone / cold calls) to customers to generate service business in order to keep the schedule full and assigned technicians busy. Engages in all Warranty, Policy, and Service update issues that may be required for the particular type of equipment being repaired. Presents initial quote or estimate for work required to the customer and any ongoing changes to gain consent to move forward with the repair. Adds, deletes or otherwise manages the different elements of a work order during the repair process, including: segments, charge codes, job notes, etc. in conjunction with the Power Systems Service Administrator Uses the Service scheduling tool to schedule and maintain all aspects of the repair in the field and the shop specific to assigned team members and area. Ensures 90% productivity and efficiency target for the assigned technicians. Coordinates the usage, rental or purchase of special tooling needed to perform repair work. Provides frequent communication of service status updates for each customer, as well as research, fact-finding, resolution and follow-up of customer questions and concerns so that nothing come as a surprise to the customers. Provides advice related to replace versus repair options. Contacts the Engine sales team, after input from the Technicians, with any up-sell items and explains the issue and continues to assist as necessary. Discounts, credits and re-issues customer invoices as needed to ensure customer satisfaction. Makes internal policy decisions for the Department and will