Service Account Supervisor

Forklifts Group; Grove City (OH); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Life & Disability Insurance

401(k) retirement plan with company

Holiday pay & PTO

Sick time (California)

Paid maternity and paternity leave

On-the-job training

Tuition Reimbursement

Leadership Development Initiative

Discounts with GM and Ford Manufactur-

Paid training advancement to Journeymn

Tool Loan Program

Safety Eyewear Reimbursement

Company-provided vehicle and phone

Job summary

Forklifts Group in Grove City, OH is seeking a Service Account Supervisor to lead our service technicians, schedule daily workloads, and drive customer satisfaction. This role oversees hiring, onboarding, coaching, and performance management while coordinating with account managers to resolve issues.

You will manage technician schedules, ensure PM completion, monitor billable rates, and uphold safety standards on-site. Team leadership and strong communication are essential for success.

Qualifications

• 2+ years of experience in the automotive or heavy equipment industry.
• Experience managing and dispatching technicians for service calls.
• Proficient in Microsoft Office and other relevant software.

Responsibilities

• Fosters a positive work environment for technicians adhering to mission, vision, values.
• Manages and dispatches technicians to ensure effective service completion.
• Coordinates technician schedules to align with customer needs.
• Schedules monthly preventive maintenance to meet PM goals.
• Resolves customer complaints in a timely manner and supports customer service.
• Leads by example in promoting a safe workplace and ensures safety standards.

Skills

Team leadership

Scheduling

Dispatching

Customer service

Recruiting

Performance management

Communication

Safety compliance

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

Cor360

Microsoft Office

Workflow systems

Job description

Our company continues to grow across all of its locations. We’re looking for people who share our commitment to excellent customer service. See our job openings below.

Service

Our sales team is committed to fostering strong relationships with customers and partners while driving equipment, parts, and service sales. They utilize their industry expertise and market insights to offer customized solutions, helping businesses secure the necessary material handling equipment.

Parts

Our parts team excels in selling parts to internal and external customers through various channels, including over the counter, phone, and online. They enhance our core business performance by supporting operational success and fostering strong customer relationships.

• Life & Disability Insurance
• 401(k) retirement plan with company match
• Holiday pay & PTO
• Sick time (California)
• Paid maternity and paternity leave
• On-the-job training
• Tuition Reimbursement
• Leadership Development Initiative
• Discounts with GM and Ford Manufacturers
• Paid training advancement to Journeyman Level
• Tool Loan Program
• Safety Eyewear Reimbursement
• Company-provided vehicle and phone

Company Values

Safety

Customer-focused, can-do spirit. Committed to supporting the stakeholders.

Self-Development

Exhibit intellectual curiosity and continuous self-development both professionally and personally.

Integrity

Act with honesty, respect, trust, and thoughtfulness for all coworkers, customers, and partners; believe in Forklifts Group Vision and Mission.

Community Service

Support and participate in activities and initiatives that help others.

Current Forklifts Group Positions

Location: Grove City, OH

Job Id:450

# of Openings:1

Dealership Location: Grove City, Ohio

Salary Range: $60,000 - $75,000 + Quarterly Bonus Opportunities

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.

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.