Service Coordinator Supervisor

About the role

Cox Fleet is hiring a Service Coordinator Supervisor to dispatch and schedule preventative maintenance (“PM”), repairs, and services discovered during inspections. This role acts as a ‘Customer Experience Leader’ responsible for ensuring the overall customer experience is ‘best in class’ by executing outlined processes with proficiency and enthusiasm. The Service Coordinator Supervisor will demonstrate active listening skills to meet and exceed customer and company expectations.

Responsibilities

• Manage the lifecycle of Preventative Maintenance, Scheduled Repairs, and Unscheduled/Emergency services transactions from origination until the customer unit is in control/custody of the repair technician.
• Manage a team of 6–8 technicians across multiple markets in the United States and Canada.
• Sales and account management responsibilities, including maintaining client relationships and identifying growth opportunities.
• Preventive maintenance (PM) tracking, reporting, and compliance for clients.
• Support technician development, coaching, and performance improvement.
• Parts procurement, estimate generation, obtaining approvals, and ensuring proper parts markup in accordance with company standards.
• Follow all client SOPs and operational requirements.
• Participate in and lead bi-weekly progress meetings with corporate leadership and local branch teams.
• Ensure timely and accurate documentation and notation in all systems regarding each customer contact.
• Provide excellent customer service for all internal and external customer calls, establishing positive customer rapport and encouraging repeat business.
• Obtain customer approval for all repairs and services to be performed.
• Coordinate towing of customer units when necessary.
• Schedule repairs and maintenance with internal resources as a first priority; schedule outside vendors only when technicians are unavailable.
• Continuously develop and improve company capabilities in Dispatching and Service Scheduling.
• Perform additional duties and special projects as assigned.

Requirements

• High School Diploma/GED and 5 years’ experience in a related field. Equivalent combinations of education and experience are also acceptable (e.g., a bachelor’s degree in a related discipline and 3 years’ experience, a master's degree and 1 year of experience, or a Ph.D. and up to 1 year of experience).
• Excellent verbal and written communication skills; ability to effectively communicate at all levels of the organization.
• Proven track record of collaborating cross-functionally, building positive relationships, and becoming a trusted partner.
• Excellent organizational skills and the ability to balance a variety of tasks.
• Strong Excel and data entry skills, with the ability to learn new platforms (e.g., IT Systems such as Web Wrench, MobileFrame, RO Writer).
• Common knowledge of the trucking industry; experience with fleet maintenance or other transportation experience in automotive/trucking is helpful.
• Ability to work independently and collaboratively within a team environment.
• Excellent problem-solving skills.
• Must hold a valid driver’s license.
• Highly organized with exceptional follow-through abilities.
• Material handling Equipment (MHE) experience preferred.
• Five (5) years of medium and heavy-duty truck maintenance and repair required.
• Small engine and equipment repair preferred.