Field Service Supervisor (Gas Turbines)

Position Objective:

Support the District Service Manager and the Regional Sales Team in providing World Class Customer Service to all Customers. Supervises, schedules training, and manages job assignments of after-market projects for Field Service Representatives. 

The position also ensures compliance with all QHSE and external regulatory requirements.

This position may offer a career development path which could prepare the incumbent for other positions of increasing responsibility within Solar, such as Customer Service Account Manager, District Service Manager, San Diego Project Management, etc.

District Dimensions:

Annual revenue: $12+ million Operations budget: $1. 5+ million Personnel: 10+ FSR's
Quantity of Packages in District: 250+ Packages

Nature and Scope:

The position is based in a Solar Field Office and will report to the District Service Manager. 

The Field Service Supervisor will support the district with day-to-day business activity, assist San Diego, Mabank and DeSoto Project Management from field perspective, and respond to Customer technical and commercial queries. Close coordination and good communications with Solar Customers are required as well as with internal Solar groups/facilities such as Product/Systems Engineering, DeSoto Overhaul Center, Package Refurbishment and Upgrade, Project Management, Response Center, etc. 

This position is essential to ensure that Customer issues are resolved, and that Customer Satisfaction is achieved. 

The Field Service Supervisor also supervises and develops a team of Field Service Representatives in conjunction with CAT Values in Action, corporate goals and financial plans.

The incumbent learns to manage and assure fulfillment of customer requirements for equipment support from commissioning throughout the life of the installation. This requires full communication with clients, understanding and managing their expectations from a technical perspective.

Coordinates multiple disciplines and departments to ensure overall Customer Satisfaction and repeat business for sales of new equipment.

Principal Accountabilities:

• Provide the Leadership example for Solar’s commitment to Health, Safety, and Environmental Responsibility. Directly responsible to ensure Solar’s field operations comply with all government regulations, as well as certification standards and customer mandated requirements. Accountable for maintaining Solar’s internal QHSE Management System requirements, meeting or exceeding company defined goals and performance standards. Acquire proficiency in Safety Awareness, including motivation, evaluation, and training of staff members to assure safe operations. Work closely with Customers, regulators, and internal HSE experts to meet Customers’ site and regulators’ area requirements.
• Plan and organize assignments and dispatch Field Service Representatives to assure timely response to Customer requests, scheduled maintenance, commissioning, and other customer related activities.
• Staff, train, motivate, and supervise an efficient, professional, technical workforce through effective goal setting, timely performance reviews, development programs, and sound management, to achieve maximum efficiency of resources and highest level of profitability. Manage staffing levels to ensure adequate support for all anticipated customer requirements and staff development.
• Assist and support the District Manager in various ways on a day-to-day basis including acting as temporary District Manager (where requested) during periods when District Manager is out of town, on vacation, or otherwise unavailable, to assure continuity of operations.
• Provide primary back-up after-hours support as required for "on call" duty person to assure quick response to customers' critical needs.
• Manage allocation of resources and expenses including Man Day Utilization, Period and Variable budgets and costs, Capital Budgets, asset management, etc.
• Interface, coordinate and communicate with various internal Solar groups such as S.D. Project Management, Package Reburbishment and Upgrade, Desoto Overhaul, Tech. Center, other District/Regional personnel.
• Accumulate, organize and maintain files containing site specific CUSTOMER DATA such as vibration signatures and plots to trend and analyze data in order to help field diagnose existing or developing problems. Supervise the population and update of the Field and Safety database and the Field Operations Website.

Position Responsibilities:

The Field Service Supervisor will have multiple, ever-changing responsibilities supporting the District Service Manager both technically and commercially. 

A primary and constant responsibility is management and development of Field Service Representatives. 

This position requires a technical degree or significant knowledge of Solar products and systems, PLC & computer skills (field experience preferred). Most importantly, candidates must be self-motivated, have a positive attitude, and a desire to learn and develop their career with Solar. Must be willing to travel, spend time with customers, work overtime, and be the "on call" duty person as required. Position requires strong interpersonal and communication skills (written and verbal).