What are the responsibilities and job description for the Service Account Supervisor position at Forklifts Group?
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
ESSENTIAL FUNCTIONS
- Fosters a positive work environment for technicians adhering to our mission, vision, values.
- Manages assigned technicians to ensure effective completion of day-to-day service.
- Coordinates 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.
- 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, filled 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 core safety values and ensures 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 field quotes and warranty repairs are completed timely.
- Utilizes Cor360 to process and approve all vehicle maintenance and vendor invoices.
- Generates revenue by regularly promoting and selling service products to customers.
BENEFITS FOR JOINING TEAM TOWLIFT
- Competitive Salary
- Full Healthcare Coverage and Insurance Package
- Comprehensive Wellness Program and Gym Membership.
- 401k with Matching
- 3 Weeks (120 Hours) of Paid Vacation Annually
POSITION QUALIFICATIONS
EDUCATION
Bachelor’s Degree Required
EXPERIENCE
Preferred 2 years of experience in material handling or the automotive/heavy truck industry.
Previous parts sales/warehouse, inventory management preferred.
Must have previous customer service experience, including strong verbal and written skills.
ADDITIONAL REQUIREMENTS
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 in a clear and concise manner.
Proficient in Microsoft Office and other relevant software.
EXPERIENCE
Preferred 2 years of experience in material handling or the automotive/heavy truck industry.
Previous parts sales/warehouse, inventory management preferred.
Must have previous customer service experience, including strong verbal and written skills.
ADDITIONAL REQUIREMENTS
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 in a clear and concise manner.
Proficient in Microsoft Office and other relevant software.
Salary : $50,100 - $63,400