Service Account Supervisor

About the role

Towlift is Hiring!! Are you ready to elevate your career in a place that drives success? At Towlift, we’re not just about forklifts; we’re about fueling your passion for service and innovation. As a Service Account Supervisor you’ll be at the heart of keeping industries moving, ensuring that businesses rely on Towlift with confidence. Join a team where your expertise is celebrated, your growth is prioritized, and your impact is undeniable. Let’s lift your career to new heights—because at Towlift, service isn’t just what we do; it’s who we are.

WHY JOIN TEAM TOWLIFT? We are a 3rd generation family-owned company. Core values shape our culture and drive us to deliver the best for our employees and customers. We uphold a culture of: Positivity, Teamwork, Self-development, Integrity, Community service, Safety. We offer paid-on-the-job training, development and advancement opportunities from Certified Dealer Trainers.

Responsibilities

• Fosters a positive work environment for technicians, while adhering to our mission, vision, values.
• Manages assigned technicians to ensure effective completion of day-to-day service operations.
• Coordinates technician schedules to align customer account needs and technician capabilities.
• Schedules monthly preventive maintenance work to ensure PM completion rate goals are met.
• Responsible for booking service vehicle repairs and PMs, coordinating with technicians.
• Utilizes a proactive approach to customer service, anticipating needs and potential issues; resolves customer complaints in a timely manner.
• Works with technicians to resolve problems making every effort to ensure he/she fully completes each job assigned.
• Manages overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations; makes recommendations for technicians to utilize the assistance of technical communicators in troubleshooting complex issues.
• Regularly reviews and maintains appropriate technician billable rates.
• Monitors technicians’ timecards, maintaining accurate records for customer invoicing.
• Ensures technicians follow all work order procedures, keeping accurate time and parts on job, filling out PM checklists, obtaining customer signatures, closing out day, and completing jobs.
• Performs monthly field audits to ensure the safety of on-site technicians; utilizes these opportunities to communicate with customers about their current level of service; documents field audits using the proper forms and details any customer communications.
• Leads by example in promoting a safe workplace.
• Follows Towlift’s core safety values and ensures basic safety standards are adhered to including SDS, PPE, JSAs, hot work permits, and customer safety rules.
• Ensures company accident and incident reporting procedures are followed.
• Partners with Human Resources to own the recruiting process for technicians by networking, actively recruiting, reviewing resumes, conducting interviews, and making hiring recommendations.
• Responsible for the performance management of direct reports, including completing timely reviews, providing coaching and counseling, and following proper disciplinary procedures when employee issues arise.
• Establishes regular communication with account managers to resolve any ongoing issues with customers’ accounts.
• Works with technician to ensure field quotes and warranty repairs are completed timely.
• Utilizes Cor360 to process and approve all vehicle maintenance invoices in addition to other vendor invoices as required.
• Regularly promotes and sells service products to customers, generating increased revenue.
• Approves, codes, and processes jobs to ensure labor and parts detail are complete and accurate; reviews parts and labor captured on jobs and ensures jobs are closed out with accurate information in the system.
• Maintains professionalism on the job at all times.
• Is reliable and punctual in reporting for work as scheduled.
• Performs other duties of a similar nature as required.

Qualifications

Education: High School Diploma or equivalent. Bachelor's degree in business, or related field preferred.

Experience: Two or more years of experience in a customer service role. Two or more years of experience in a supervisory/