Field Service Foreman, Power Systems at Western States
Liberty Lake, WA
About the Job
The Power Systems Field Service Foreman is responsible for managing PSD Field technicians, the repair process, and company resources profitably in Service under the direction of the Supervisor and Advisor
The PSD Field Service Forman is a working Foreman who is expected to also perform PSD technician duties while ensuring technician safety and a quality repair process
This role is also responsible for the growth, development, and productivity of its assigned PSD technicians
This role will ensure quality control measures are in place and managed during the repair process to eliminate any re-work to the customer associated with the repair
A high level of teamwork will exist between this role and the PSD Supervisor and Advisor to guarantee seamless customer interaction, quality control and promise date adherence
SUCCESS AT WESTERN STATES: Western State’s culture is based on passion for our Vision, Mission, and VALUES
We are fiercely committed to SAFETY and sending every employee, safely home, every day
We strive for EXCELLENCE in all we do and are proud to be a “play to win” organization
We act with INTEGRITY in each and every decision we make
Our People and TEAMWORK drive a fun and engaging culture
We are ACCOUNTABLE as individuals and as an organization.
ESSENTIAL FUNCTIONS:
Safety
Actively cares, promotes, manages, and advocates safety at Western States
As a leader and team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures, and standards.
Maintains clean/clutter free personal work areas to ensure safe environments for all WSECO employees.
Adhering to required personal protective equipment (PPE) as identified in safety policy.
Supervision
Supervises PSD employees
Performs annual performance reviews, oversees the development and administration of employee development plans and recommends compensation increases
Administers discipline; authority to hire employees.
Manages expenses including shop assets such as shop supplies, small tools, and environmental needs
Meets typical annual target of 24% PAD (may vary year over year) for annual profitability of the team and the store.
Communicates component repair status, verbally and in writing (if necessary), to the PSD Supervisor and Advisor.
Uses the Service scheduling tool to monitor and maintain all aspects of the repair in the shop specific to the assigned team members and area.
Monitors work in progress to ensure promise date adherence for the customer
Informs PSD Supervisor and Advisor of changes or updates needed to the promise date
Adheres to 100% promise date delivery of repair.
Works with PSD Service Supervisor and Advisor to meet the final repair performance versus quoted amounts expectations of on or under quote.
Coordinates the usage, rental or purchase of special tooling needed to perform repair work
Works with the PSD Technicians to provide the PSD Supervisor and Advisor the necessary information for up-sell opportunities to quote to the customer.
Administration and Troubleshooting
Assigns work as needed to meet customer commitments and the needs of the repair.
Approves employees’ work time and adjusts employee time on service calls as needed.
Oversees pre and post inspections of components being repaired, and quality control measures taken throughout the repair process.
Works directly with PSD technicians to ensure quality control measures have been effectively deployed.
Achieves the goal of “No re-work will ever touch our customers”.
Bills out 50% of time to revenue generating jobs.
Troubleshoots various equipment at expert level with no assistance required
Walks around equipment to inspect
Operates equipment to locate problem
Diagnoses problems for quality control
Performs independent failure analysis, proving consistent abilities to determine and repair cause of failure.
Uses service manuals, SIS and parts books effectively to address technical issues such as looking up parts, machine information, standard labor rates, machine settings, and more to setup work orders or to answer customer inquiries
Performs all required tasks in accordance with procedures.
Works safely at all times
Adheres to all applicable safety policies
Complies with all company and applicable external (OSHA, ANSI, etc.) safety policies, procedures and standards.
Works with centralized functions concerning warranty, goodwill, policy, technical communications and any other relevant items associated with timely completion of the repair.
Works with PSD Supervisor and Advisor to meet the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year.
Adheres to all customer care standards.
Actively cares and advocates safety at Western States
Adheres to and promotes all applicable safety policies, procedures and standards.
May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
Works within and promote corporate vision, mission, and values of the organization.
Performs other duties as assigned.
KNOWLEDGE SKILLS AND ABILITIES:
Expert-level specialization and proven ability to troubleshoot, diagnose, and repair all Power Systems Equipment.
Ability to lead and direct others, determining work priorities and assigning work to others.
Ability to prioritize the workload with exceeding customer expectations in mind.
Proven organizational skills.
Proven customer service skills over the phone and in person.
Knowledge and use of Microsoft computer products or other comparable systems required.
Proven conflict resolution skills.
Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
Ability to set and manage priorities.
Must be a self starter and able to work without supervision.
Consistent attendance.
EDUCATION AND EXPERIENCE:
Proof of high school diploma or General Education Degree (GED).
Associates Degree from an accredited vocational school preferred.
Five years minimum experience working on Power Systems Equipment required
Caterpillar Generators, ATS’s & Switchgear experience preferred.
One year prior management experience, with customer service and P&L responsibility.
Valid driver’s license and acceptable driving record required.
Must be able to communicate (speak, read, comprehend, write in English).
PHYSICAL CHARACTERISTICS:
Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
Must be able to lift 60 pounds.
Must be able to meet all safety requirements for applicable safety policies.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification
It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.
This role is designated as safety-sensitive
The PSD Field Service Forman is a working Foreman who is expected to also perform PSD technician duties while ensuring technician safety and a quality repair process
This role is also responsible for the growth, development, and productivity of its assigned PSD technicians
This role will ensure quality control measures are in place and managed during the repair process to eliminate any re-work to the customer associated with the repair
A high level of teamwork will exist between this role and the PSD Supervisor and Advisor to guarantee seamless customer interaction, quality control and promise date adherence
SUCCESS AT WESTERN STATES: Western State’s culture is based on passion for our Vision, Mission, and VALUES
We are fiercely committed to SAFETY and sending every employee, safely home, every day
We strive for EXCELLENCE in all we do and are proud to be a “play to win” organization
We act with INTEGRITY in each and every decision we make
Our People and TEAMWORK drive a fun and engaging culture
We are ACCOUNTABLE as individuals and as an organization.
ESSENTIAL FUNCTIONS:
Safety
Actively cares, promotes, manages, and advocates safety at Western States
As a leader and team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures, and standards.
Maintains clean/clutter free personal work areas to ensure safe environments for all WSECO employees.
Adhering to required personal protective equipment (PPE) as identified in safety policy.
Supervision
Supervises PSD employees
Performs annual performance reviews, oversees the development and administration of employee development plans and recommends compensation increases
Administers discipline; authority to hire employees.
Manages expenses including shop assets such as shop supplies, small tools, and environmental needs
Meets typical annual target of 24% PAD (may vary year over year) for annual profitability of the team and the store.
Communicates component repair status, verbally and in writing (if necessary), to the PSD Supervisor and Advisor.
Uses the Service scheduling tool to monitor and maintain all aspects of the repair in the shop specific to the assigned team members and area.
Monitors work in progress to ensure promise date adherence for the customer
Informs PSD Supervisor and Advisor of changes or updates needed to the promise date
Adheres to 100% promise date delivery of repair.
Works with PSD Service Supervisor and Advisor to meet the final repair performance versus quoted amounts expectations of on or under quote.
Coordinates the usage, rental or purchase of special tooling needed to perform repair work
Works with the PSD Technicians to provide the PSD Supervisor and Advisor the necessary information for up-sell opportunities to quote to the customer.
Administration and Troubleshooting
Assigns work as needed to meet customer commitments and the needs of the repair.
Approves employees’ work time and adjusts employee time on service calls as needed.
Oversees pre and post inspections of components being repaired, and quality control measures taken throughout the repair process.
Works directly with PSD technicians to ensure quality control measures have been effectively deployed.
Achieves the goal of “No re-work will ever touch our customers”.
Bills out 50% of time to revenue generating jobs.
Troubleshoots various equipment at expert level with no assistance required
Walks around equipment to inspect
Operates equipment to locate problem
Diagnoses problems for quality control
Performs independent failure analysis, proving consistent abilities to determine and repair cause of failure.
Uses service manuals, SIS and parts books effectively to address technical issues such as looking up parts, machine information, standard labor rates, machine settings, and more to setup work orders or to answer customer inquiries
Performs all required tasks in accordance with procedures.
Works safely at all times
Adheres to all applicable safety policies
Complies with all company and applicable external (OSHA, ANSI, etc.) safety policies, procedures and standards.
Works with centralized functions concerning warranty, goodwill, policy, technical communications and any other relevant items associated with timely completion of the repair.
Works with PSD Supervisor and Advisor to meet the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year.
Adheres to all customer care standards.
Actively cares and advocates safety at Western States
Adheres to and promotes all applicable safety policies, procedures and standards.
May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
Works within and promote corporate vision, mission, and values of the organization.
Performs other duties as assigned.
KNOWLEDGE SKILLS AND ABILITIES:
Expert-level specialization and proven ability to troubleshoot, diagnose, and repair all Power Systems Equipment.
Ability to lead and direct others, determining work priorities and assigning work to others.
Ability to prioritize the workload with exceeding customer expectations in mind.
Proven organizational skills.
Proven customer service skills over the phone and in person.
Knowledge and use of Microsoft computer products or other comparable systems required.
Proven conflict resolution skills.
Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
Ability to set and manage priorities.
Must be a self starter and able to work without supervision.
Consistent attendance.
EDUCATION AND EXPERIENCE:
Proof of high school diploma or General Education Degree (GED).
Associates Degree from an accredited vocational school preferred.
Five years minimum experience working on Power Systems Equipment required
Caterpillar Generators, ATS’s & Switchgear experience preferred.
One year prior management experience, with customer service and P&L responsibility.
Valid driver’s license and acceptable driving record required.
Must be able to communicate (speak, read, comprehend, write in English).
PHYSICAL CHARACTERISTICS:
Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
Must be able to lift 60 pounds.
Must be able to meet all safety requirements for applicable safety policies.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification
It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.
This role is designated as safety-sensitive
