What are the responsibilities and job description for the Service Account Supervisor position at Forklifts Group?
Service Account Supervisor
Location: Toledo, Ohio
Reports to: Service Manager
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
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
- Achieves 85% billable time of the technicians and maintains monthly branch profitability goals.
- Achieves a positive labor variance on quotes and communicates with technicians to complete repairs in less time than proposed.
- Process quotes and ensures timeliness, proper documentation, and a high level of accuracy for the integrity of the business and with our customers.
- Fosters a positive work environment for technicians adhering to our mission, vision, & values.
- Manages and dispatches assigned technicians to ensure effective completion of service.
- Coordinates technician schedules to align customer account needs and 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 promptly.
- Works with technicians to resolve problems to complete every job assigned.
- Manages overall job progress, ensuring technicians diagnose problems within two hours of arrival at customer locations. Escalate problems for troubleshooting when required.
- Regularly reviews and maintains appropriate technician billable rates.
- Monitors technicians’ timecards, maintaining 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.
- Leads by example in promoting a safe workplace. Follows safety values and 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.
- Owns the recruiting process for technicians by networking, actively recruiting, reviewing resumes, conducting interviews, and making hiring recommendations.
- Responsible for 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 the technician to ensure timely field quotes and warranty repairs are completed.
- Utilizes Cor360 to process and approve all vehicle maintenance and vendor invoices.
POSITION QUALIFICATIONS
EDUCATION
- High School Diploma or equivalent; Bachelor’s degree preferred
EXPERIENCE
- 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.
- Ability to learn and operate in various workflow systems, able to document and view.
- Ability 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 clearly and concisely.
Forklifts Group 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.