What are the responsibilities and job description for the Service Account Supervisor position at Towlift?
Service Account Supervisor
Location: Denver, CO
FMH Material Handling Solutions is now Towlift!
FMH Material Handling Solutions is now Towlift!
WHY JOIN TEAM TOWLIFT?
- We are a 3rd generation family-owned company.
- Core values shape our culture and drive us to deliver the best for our employees and customers. We uphold a culture of:
- Positivity
- Teamwork
- Self-development
- Integrity
- Community service
- Safety
- We offer paid-on-the-job training, development and advancement opportunities from Certified Dealer Trainers.
JOB SUMMARY
The Service Account Supervisor serves as the liaison between Towlift and the customers, ensuring day-to-day customer service and support is executed. This is a critical role in the success of our company. They perform complex tasks, providing ongoing support to customer accounts and technicians at the branch level. The Service Account Supervisor is responsible for assigning jobs to technicians and coordinating their daily schedule and work activities. They manage 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. The Service Account Supervisor supports both service and sales and is actively involved in maintaining positive customer communication.
ESSENTIAL FUNCTIONS
The Service Account Supervisor serves as the liaison between Towlift and the customers, ensuring day-to-day customer service and support is executed. This is a critical role in the success of our company. They perform complex tasks, providing ongoing support to customer accounts and technicians at the branch level. The Service Account Supervisor is responsible for assigning jobs to technicians and coordinating their daily schedule and work activities. They manage 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. The Service Account Supervisor supports both service and sales and is actively involved in maintaining positive customer communication.
ESSENTIAL FUNCTIONS
- Fosters a positive work environment for technicians, while adhering to our mission, vision, values.
- Manages assigned technicians to ensure effective completion of day-to-day service operations.
- Coordinates technician schedules to align customer account needs and technician capabilities.
- Schedules monthly preventive maintenance work to ensure PM completion rate goals are met.
- Responsible for booking service vehicle repairs and PMs, coordinating with technicians.
- 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 making every effort to ensure he/she fully completes each job assigned.
- Manages overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations; makes recommendations for technicians to utilize the assistance of technical communicators in troubleshooting complex issues.
- Regularly reviews and maintains appropriate technician billable rates.
- Monitors technicians’ timecards, maintaining accurate records for customer invoicing.
- Ensures technicians follow all work order procedures, keeping accurate time and parts on job, filling out PM checklists, obtaining customer signatures, closing out day, and completing 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 details any customer communications.
- Leads by example in promoting a safe workplace. Follows Towlift’s core safety values and ensures basic 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.
- Partners with Human Resources to own the recruiting process for technicians by networking, actively recruiting, reviewing resumes, conducting interviews, and making hiring recommendations.
- Responsible for the performance management of direct reports, including completing timely reviews, providing coaching and counseling, and following proper disciplinary procedures when employee issues arise.
- Establishes regular communication with account managers to resolve any ongoing issues with
- customers’ accounts.
- Works with technician to ensure field quotes and warranty repairs are completed timely.
- Utilizes Cor360 to process and approve all vehicle maintenance invoices in addition to other vendor invoices as required.
- Regularly promotes and sells service products to customers, generating increased revenue.
- Approves, codes, and processes jobs to ensure labor and parts detail are complete and accurate; reviews parts and labor captured on jobs and ensures jobs are closed out with accurate information in the system.
- Maintains professionalism on the job at all times.
- Is reliable and punctual in reporting for work as scheduled.
- Performs other duties of a similar nature as required.
POSITION QUALIFICATIONS
EDUCATION
- High School Diploma or equivalent. Bachelor degree in Business or related field preferred.
EXPERIENCE
- Two or more years of experience in a customer service role.
- Two or more years of experience in a supervisory/team lead role
- Previous mechanical, technical, or electrical experience preferred.
- Valid Driver’s License and driving record acceptable to insurance company.
ADDITIONAL REQUIREMENTS
- Proficiency in Microsoft Office Suite.
- Ability to work independently and to effectively prioritize demands and execute tasks.
- Keen attention to detail.
- Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner.
- Strong project management and organizational skills.
BENEFITS
- All shifts Monday - Friday 7:00 am - 4 pm
- Competitive salary with quarterly bonus opportunities
- Comprehensive benefits include medical, dental, vision, and 401(k) with employer match and profit-sharing. Opportunity to earn monthly premium discounts. 3 weeks PTO annually prorated in the first year, and 10 paid company holidays.
- Annual Boot, Safety Glasses, and Gym Reimbursement Programs
- Company provided cutting-edge technology.
- And so many more perks when you join the Towlift team!
Towlift 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.