Service Account Supervisor

Toledo, OH - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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 andis responsible forthe 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 organizations mission vision and values. This individual isa great teamplayer with their team and the other key departments that rely heavily on the service department.

ESSENTIAL FUNCTIONS

Achieves 85% billable time of the technicians andmaintainsmonthly branch profitability goals.
Achievesa positivelabor variance on quotes and communicates with technicians to complete repairs in less time than proposed.
Process quotesandensures timeliness proper documentation anda high levelofaccuracyfor the integrity of the business and with our customers.
Fosters a positive work environment for technicians adhering to our mission vision&values.
Managesand 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 serviceanticipatingneeds and potential issues; resolves customer complaintspromptly.
Works with technicians to resolve problemstocomplete every job assigned.
Manages overall job progress ensuring technicians diagnose problems within two hours of arrival at customer locations. Escalate problems for troubleshooting whenrequired.
Regularly reviews andmaintainsappropriatetechnicianbillable rates.
Monitors technicians timecardsmaintainingaccuraterecords for customer invoicing.
Ensures technicians follow all work order proceduresaccuratetime and parts on the jobfillout PM checklists obtain customer signatures close out the day and complete jobs.
Performs monthly field audits to ensure the safety of on-site technicians;utilizesthese 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 values and safety standards are adhered to including SDS PPE JSAs hot work permits and customer safety rules.
Ensurescompany accident and incident reporting procedures are followed.
Owns the recruiting process for technicians by networkingactivelyrecruiting reviewing resumes conducting interviews and making hiring recommendations.
Responsible for performance management includingtimelyreviews 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 ensuretimelyfield 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;Bachelorsdegreepreferred

EXPERIENCE

2 years of experience working in the automotive or heavy equipmentindustry.
Previousexperience managing and dispatching technicians for service calls ispreferred.

ADDITIONAL REQUIREMENTS

Proficient in Microsoft Office and other relevant software.
Ability to learn andoperatein 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 customersclearly 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.

Required Experience:

Manager

Service Account Supervisor Location: Toledo OhioReports to: Service ManagerJOB SUMMARYThe Service Account Supervisor leads our team of technicians assigns/schedules/dispatches daily service champions customer service andis responsible forthe financial results of the operation. This role is a key lea...