Service Account Supervisor
Job Summary
The Service Account Supervisor leads our team of technicians, assigns/schedules/dispatches daily service, champions customer service, and is responsible for the financial results of the operation. This role is a key leader for our operations managing all aspects of the technicians’ hiring, orientation, onboarding, and performance, working with them to achieve great customer service and adherence to the organization’s mission, vision, and values. This individual is a great team player with their team and the other key departments that rely heavily on the service department.
Essential Functions
- Fosters a positive work environment for technicians adhering to our mission, vision, values.
- Manages and dispatches assigned technicians to ensure effective completion of day-to-day service.
- Captures technician schedules to align customer account needs and technician capabilities.
- Schedules monthly preventive maintenance to ensure PM completion rate goals are met.
- 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 in order to complete every job assigned.
- Maintains overall job progress, ensuring technicians diagnose problems within two hours of arrival at customer locations. Escalates problems for troubleshooting when required.
- Regularly reviews and maintains appropriate technician billable rates.
- Maintains accurate records for customer invoicing.
- Ensures technicians follow all work order procedures, accurate time and parts on the job, fill out PM checklists, obtain customer signatures, close out the day, and complete 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 customer communications.
- Responsible for booking service vehicle repairs and PMs and coordinating with technicians.
- Learns and follows core safety values and ensures safety standards are adhered to, including SDS, PPE, JSAs, hot work permits, and customer safety rules.
- Owns the recruiting process for technicians by networking, actively recruiting, reviewing resumes, conducting interviews, and making hiring recommendations.
- Manages performance management, including timely reviews, coaching, and counseling, and following proper disciplinary procedures when employee issues arise.
- Establishes regular communication with account managers to resolve any ongoing issues.
- Works with technicians to ensure field quotes and warranty repairs are completed in a timely manner.
- Uses Cor360 to process and approve all vehicle maintenance and vendor invoices.
Position Qualifications
- High School Diploma or equivalent; Bachelor’s degree preferred.
- 2+ years of experience working in the automotive or heavy equipment industry.
- Previous experience managing and dispatching technicians for service calls is preferred.
Additional Requirements
- Proficient in Microsoft Office and other relevant software.
- Able to learn and operate in various workflow systems, able to document and view.
- Able to work independently and to effectively prioritize demands and execute tasks.
- Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner.
Company Information
Towlift is an equal opportunity employer, all applicants will be considered for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are proud employers of Veterans, helping them to navigate the transitions of life and reach their fullest potential.