Vehicle Support Center Supervisor
About the role
We are seeking a Vehicle Support Center Supervisor to lead a high-performing team supporting dealer technicians across North America and global operations. This role is responsible for overseeing daily support center activities, driving performance and continuous improvement initiatives, and developing a team of specialists focused on maximizing vehicle uptime and delivering exceptional customer support. This is an excellent opportunity for an emerging leader looking to step into a supervisory role or an experienced leader seeking to make an impact in a fast-paced technical support environment. The ideal candidate combines strong leadership skills, analytical thinking, operational excellence, and the ability to excel in a vehicle, transportation, or technical support setting.
Location: Renton, WA (Onsite). This is a Permanent position based out of Renton, WA.
Work Environment: Onsite position based in Renton, WA. Supports a 24/7/365 Vehicle Support Center operation. Highly collaborative, fast-moving environment requiring strong decision-making and prioritization skills. Performance-focused culture centered on service quality, response times, technician support, and continuous improvement.
Responsibilities
- Lead, coach, mentor, and develop a team of Vehicle Support Center Specialists.
- Conduct performance reviews, career development discussions, and ongoing coaching.
- Analyze operational metrics, customer feedback, and support center performance trends.
- Drive continuous improvement initiatives focused on operational efficiency, service quality, and customer satisfaction.
- Partner with cross-functional teams to resolve operational challenges and improve support processes.
- Support onboarding, training, and development of new team members.
- Conduct case reviews and provide coaching on technical support interactions and problem-solving approaches.
- Oversee the creation and maintenance of knowledge base articles, standard operating procedures, and work instructions.
- Identify barriers impacting team performance and implement effective solutions.
- Support strategic initiatives aimed at improving diagnostics, technician support, and overall vehicle uptime.
- Prepare and present operational updates, performance results, and recommendations to leadership.
- Lead customer and employee tours of the Vehicle Support Center.
- Foster a culture of accountability, collaboration, continuous learning, and operational excellence.
Required Qualifications
- Bachelor's degree in Business, Engineering, Automotive Technology, or a related field.
- 3+ years of experience in operations, customer support, technical support, automotive, transportation, fleet services, or a related industry.
- Previous supervisory experience preferred, but strong leadership experience through mentoring, coaching, project leadership, training, or team leadership will also be considered.
- Strong analytical and problem-solving skills with the ability to make data-driven decisions.