.**SUMMARY**:Directs and guides the activities of all off highway service jobs to ensure appropriate quantity and quality of unit, engine, and/or equipment repairs. Works directly with customers, in person or on the phone, in concert with technicians to maximize sales opportunities, schedule work into the shop, and provide excellent customer service by supervising and/or performing the following duties.**ESSENTIAL DUTIES AND RESPONSIBILITIES** include the following. Other duties may be assigned.Oversees the daily functioning of the field service department by assigning technicians to incoming jobs based on skills, abilities and availability. Monitors the ongoing status of all jobs being performed in the field or in the shop to ensure that problems are dealt with efficiently.- Builds and maintains customer relationships.- Communicates with the customer, either by phone or in person, to determine customer's concerns, problems or needs - present and future - while maintaining a high degree of professionalism.Closely monitors the individual efficiencies of all technicians for problem areas, counseling them on a regular basis in order to remove obstacles to improved performance and personal growth. Promotes technicians in a timely manner as successful performance is achieved.- Evaluates the skills and abilities of all technicians and discusses their progress with them on a regular basis. Makes training available to all technicians to keep them current with new technology and for career advancement opportunities.Maintains detailed status reports in the computer on all open jobs to facilitate communication between W. W. Williams and the customer and between various technicians that may work on the same job.- Investigates in advance of a repair by using the manufacturers' computer systems whether a product is under warranty coverage, and/or during the repair, whether the type of failure will be covered by the manufacturer under their warranty provisions.- Initiates work orders in the computer by gathering important details regarding the customer and the equipment being serviced, including warranty and/or billing information and developing the customer complaint to aid in diagnosis.- Stays in close contact with customers during the course of the transaction and documents all communications with the customer including price quotes, authorizations received, payment terms and special customer requests.- Ensures all services are accurately invoiced and customer payments in any of the acceptable forms, assuring that credit and warranty policies are followed, are fully applied.Verifies all worked performed and documented on the field reports to be of the highest quality and confirms that the technician write-up is sufficient to create a customer invoice or to file a warranty claim. Makes sure that warranty parts and/or cores taken from the jobs are returned to the proper staging area for return to suppliers