Service Account Supervisor

Towlift, Inc.; Brooklyn Heights (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

PTO 3 weeks

Company holidays

Boot allowance

Prescription safety glasses

Gym reimbursement

Job summary

Towlift, Inc. in Brooklyn Heights, OH seeks a Service Account Supervisor to lead our technician team, schedule daily service, and drive excellent customer service while overseeing hiring, onboarding, and performance.

This role emphasizes safety, accurate timekeeping and billing, coordinating with account managers, and ensuring PMs and repairs are completed on time. Strong communication and prioritization are essential.

Qualifications

• High School Diploma or equivalent; Bachelor’s degree preferred.
• 2+ years of experience in the automotive or heavy equipment industry.
• Experience managing and dispatching technicians for service calls is preferred.
• Proficient in Microsoft Office and other relevant software; able to learn workflow systems.
• Strong written and verbal communication skills with the ability to convey information clearly.

Responsibilities

• Fosters a positive work environment for technicians adhering to our mission, vision, values.
• Manages and dispatches 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, addressing needs and resolving complaints promptly.
• Ensures technicians follow all work order procedures, accurate time and parts on the job, and proper signatures.
• Leads by example in promoting a safe workplace and enforcing safety standards.

Skills

Communication skills

Independent worker

Prioritization

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Office

Workflow systems

Job description

Branch Location: Brooklyn Heights, Ohio 44131

FLSA Status: Exempt

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

• Fosters a positive work environment for technicians adhering to our mission, vision, values.


• Manages and dispatches 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, 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 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 in a timely manner.


• 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 in a clear and concise manner.

Benefits

• Compensation: Competitive salary with bonus opportunities


• Health Benefits: Comprehensive benefits include medical, dental, vision along with additional plan options (opportunity to earn monthly premium discounts)


• Free Telehealth Benefits: Receive virtual medical care through Teledoc with a $0 copay, offering a convenient alternative to in-person visits


• Retirement Savings: 401(k) with employer match and profit-sharing eligibility


• Vacation/Holidays: 3 weeks PTO annually prorated in the first year, and 10 paid company holidays


• Reimbursements & Programs: Annual Boot Allowance, Prescription Safety Glasses, Gym Reimbursement

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