Service Contract Supervisor – Gas Energy Prime Power - Milton CAT

Milton CAT has a great opportunity for a motivated, customer-service oriented supervisor to join our team. This individual will supervise a Milton CAT team of contract account managers and manage a few specific service contracts. Individuals exhibiting a strong mechanical understanding partnered with a good business sense will be highly successful in this role. The correct candidate will work directly with their dedicated accounts to further their trust and relationship with Milton CAT. Unparallel customer service is Milton CAT’s differentiator within the industry and is the backbone of this position.

Our supervisor role is for a candidate that is organized and ambitious, with a passion for “owning” their part of the business and providing exceptional service to our customers.  The supervisor must lead by example and participate in creating a positive environment, work independently and as a team member to provide comprehensive management of service agreements from receipt of purchase through end of contract.  This includes timely and cost-effective management of all services, to meet customer expectations.  They will organize, schedule, coordinate, communicate and lead others to execute agreements. 

Milton CAT has over 1,000 highly dedicated team members, proud to work for an iconic brand of exceptional products and service.  We offer a strong compensation package, excellent benefits and a culture that promotes teamwork, technology, and accountability. Additionally, Milton CAT traditionally promotes employees from within their organization. This is a remote position, 60% will be working from home, 20% will be on the road and the addition 20% will be spent working in the office when needed.  

• Supervise a team of Milton CAT contract account managers in their daily tasks,
• Implement and manage team departmental metrics
• Develop team processes and collaborate with the service manager to execute
• Inspire and Mentor team members
• Cooperate with service supervisors to achieve departmental and company goals
• Supervise and promote company process adoption
• Manage the services from contractors, engineers, customers, owners, utility companies, sales staff and service technicians.
• Maintain responsibility for all technical and financial health of each agreement ensuring gross profit levels budgeted for each job.
• Identify, document and report product issues and help identify root causes that affect customer satisfaction, productivity and/or operations; report product/quality issues to the factory and track progress to final resolution.
• Promote teamwork and learning by supporting our Service Technicians, Parts Counter Associates, Sales team and Product Support Representatives with technical inquiries, requests and application issues.
• Exercise strong problem-solving abilities and collaboration with multiple parties to work through technical and financial issues.
• Schedule and dispatch Caterpillar and non-Caterpillar services in a timely manner as needed.
• Perform on-site job review and attendance of services.
• Assess and provide input to service management on service equipment, tooling, procedural, and technician training needs.
• Willing to be available 24/7 for emergency technical response and deployment of Milton CAT techs and subcontractors on a rotating basis.

• 3-5 years experience in a related industry, particularly with large rotating equipment
• Management/ supervisory experience preferred not essential
• Bachelor’s Degree in Engineering or equivalent technical/mechanical experience preferred, but not required
• Must be self-motivated and team oriented, capable of managing time, flexing on priorities for multiple projects, and operating well under pressure with little supervision
• Technical, analytical, and problem-solving capabilities
• Strong problem-solving and customer service skills
• ­Excellent written and verbal communication, with the ability to present information clearly to customers
• Able to clearly and concisely express technical information (or data) to non-technical associates, peers and senior management
• Proficient with MS Applications and able to quickly learn new technology

This job description is not intended to be all-inclusive.  Your supervisor may request and assign similar duties.   

Resumes that are mailed, emailed or hand-delivered to Milton CAT or any employee will not be considered.  You must apply online. A background check and drug test are required as part of our pre-employment process.

Milton CAT is an equal opportunity employer that values the strength diversity brings to the workplace. We encourage applications from individuals with disabilities, minorities, veterans, and women. Applicants receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, sexual orientation, gender identity, handicap, disability, veteran status, genetic data, or other legally protected status. We base all employment decisions to further this principle of equal employment opportunity. VEVRAA Federal Contractor. EEO/AA employer.  Milton CAT is a Drug-Free workplace.