Field Service Supervisor

Location: Commerce City, CO
Department: Service
Reports To: Product Support Manager
Classification: Full-Time, Exempt
Salary Range: $70,000 - $95,000 Annually
Primary Focus: BOMAG Landfill Equipment Service & Warranty Administration

Position Summary

The Field Service Supervisor is responsible for the end-to-end coordination and administration of all service activity related to BOMAG equipment, with primary emphasis on landfill and refuse compaction equipment.

This position serves as the central point of control for BOMAG field service work orders from the time a service need is identified through final repair, warranty recovery, invoicing, and work-order closure. The role works closely with customers, technicians, service leadership, warranty administrators, parts personnel, and BOMAG to ensure repairs are properly prioritized, documented, supported, and completed as quickly as possible.

This is a hands-on operational role requiring strong mechanical understanding, excellent follow-through, and the ability to manage multiple open service issues simultaneously. The successful candidate understands that landfill equipment is mission-critical to customers and proactively escalates issues that could extend equipment downtime.

Key Responsibilities

BOMAG Service Ticket Management

• Own and actively manage all open service tickets and work orders for BOMAG equipment, with particular focus on landfill compactors and other landfill applications.
• Serve as the central point of coordination for each BOMAG service event from initial customer contact through work-order closure.
• Review new service requests to understand the equipment issue, urgency, machine status, and customer impact.
• Help determine appropriate prioritization based on equipment condition, customer operations, technician availability, parts availability, and warranty requirements.
• Maintain visibility into every open BOMAG work order and its current status.
• Proactively identify stalled work orders and take action to move them forward.
• Review service tickets to ensure accurate technician notes, labor, parts, failure descriptions, repair information, and other required documentation.
• Drive timely completion and closure of work orders once repairs are complete.

Landfill Customer Support

• Develop a strong understanding of the operating environment and service requirements of landfill customers.
• Recognize the operational impact of down landfill equipment and treat machine-down situations with appropriate urgency.
• Maintain proactive communication with customers regarding repair status, technician scheduling, parts availability, warranty status, and expected next steps.
• Serve as an escalation point for significant BOMAG service issues.
• Coordinate internally to minimize customer downtime and improve the overall service experience.
• Maintain credibility with customers by providing accurate information and following through on commitments.

Warranty Management

• Coordinate with the Warranty Administrator to determine whether repairs may qualify for BOMAG warranty coverage.
• Ensure warranty requirements are identified before or during the repair whenever possible.
• Confirm required documentation is obtained, including technician notes, photographs, diagnostic information, serial numbers, failure information, labor, and parts documentation.
• Assist the Warranty Administrator in researching and resolving rejected, denied, or short-paid warranty claims.
• Maintain strong working knowledge of BOMAG warranty policies, procedures, systems, and claim requirements.

BOMAG / Manufacturer Coordination

• Develop a strong working relationship with BOMAG service, warranty, technical support, and parts personnel.
• Enter and work within BOMAG dealer portals and manufacturer systems as required.
• Open and manage technical cases when additional manufacturer assistance is needed.
• Escalate recurring failures, difficult diagnostics, technical concerns, and extended machine-down situations.
• Coordinate field technical assistance or manufacturer involvement when necessary.
• Ensure BOMAG commitments and requested actions are documented and followed through to completion.

Parts & Repair Escalation

• Monitor parts requirements associated with open BOMAG service work orders.
• Identify parts that are backordered, unavailable, incorrectly ordered, or otherwise delaying repairs.
• Work closely with the Parts Department to escalate critical machine-down parts.
• Engage BOMAG directly when appropriate to identify alternate sourcing, expedited shipping, or other solutions.
• Maintain visibility into estimated parts availability and communicate changes to service leadership, technicians, and customers.
• Ensure parts delays do not remain unresolved without active escalation.

Technician & Service Coordination

• Work closely with technicians to understand equipment failures, diagnostic progress, repair requirements, and additional support needed.
• Help technicians obtain technical documentation, manufacturer assistance, diagnostic information, and warranty guidance.
• Review technician documentation for completeness and clarity before work orders and warranty claims are finalized.
• Identify jobs requiring additional technical expertise or management involvement and escalate appropriately.
• Help ensure technician time and resources are focused on the highest-priority service needs.

Work Order & Financial Discipline

• Drive disciplined work-order management and timely closure of completed jobs.
• Monitor aging open work orders and identify the reason each remains open.
• Ensure customer-pay, warranty, internal, and goodwill portions of repairs are properly identified and documented.
• Work with service and accounting personnel to resolve billing or documentation issues preventing closure.
• Minimize unbilled work, unrecovered warranty expense, and revenue trapped in open work orders.
• Maintain accurate records to support invoicing, warranty recovery, customer communication, and management reporting.

Key Performance Indicators

Performance in this role may be measured through:

• Number and aging of open BOMAG work orders
• Average days from repair completion to work-order closure
• Machine-down response and resolution time
• Warranty claim submission cycle time
• Warranty claim approval and recovery rate
• Dollar value of outstanding warranty claims
• Number and aging of work orders waiting on parts
• Customer communication and follow-up
• Accuracy and completeness of service documentation
• Reduction in stalled or aged service work orders
• Customer satisfaction and repeat service issues

Qualifications

• 5+ years of experience in heavy equipment service, warranty administration, service coordination, service supervision, or a related field.
• Strong preference for experience with construction, road-building, landfill, refuse, or other heavy equipment.
• Mechanical knowledge sufficient to understand equipment failures, repair processes, technician discussions, and parts requirements.
• Experience working with OEM warranty programs and dealer/manufacturer systems.
• Strong understanding of work-order management and service department processes.
• Ability to communicate effectively with technicians, customers, manufacturers, parts personnel, and management.
• Strong organizational skills with the ability to manage a significant number of open service issues simultaneously.
• High level of urgency, persistence, and follow-through.
• Comfortable learning and working in multiple dealer, OEM, and internal computer systems.

Preferred Qualifications

• Previous experience as a Heavy Equipment Technician, Service Advisor, Warranty Administrator, Shop Supervisor, or Service Coordinator.
• BOMAG equipment experience strongly preferred.
• Experience supporting landfill compactors or landfill operations.
• Experience handling OEM technical cases and machine-down escalations.
• Understanding of heavy equipment diagnostics, hydraulics, electrical systems, engines, emissions systems, and powertrain components.
• Experience reviewing technician narratives and translating technical information into complete warranty documentation.

Success Profile

The successful Field Service Supervisor is someone who takes ownership of problems rather than simply processing paperwork. This individual knows the status of every critical BOMAG service issue, understands what is preventing the equipment from returning to service, and actively drives the next action.

They are comfortable talking with a landfill customer about a down machine, a technician about a difficult diagnosis, the Parts Department about a backordered component, and BOMAG about warranty coverage or technical support.

Above all, this position is accountable for keeping BOMAG service work moving and ensuring that nothing gets lost, nothing sits without an owner, and completed work gets properly documented, recovered, billed, and closed.

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off and Paid Holidays
• Company-Paid Life Insurance
• Employee Assistance Program (EAP)
• Training and Professional Development Opportunities
• Career Growth Opportunities within a Growing Organization