Service Account Supervisor

Towlift Inc.; Sewickley (Allegheny County); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health Benefits

401(k)

Vacation/Holidays

Boot allowance

Telehealth

Job summary

The Towlift Company in Sewickley, PA, is seeking a Service Account Supervisor to lead our technician team, schedule daily service, and champion customer service. This role drives the financial results of the operation and oversees hiring, onboarding, and performance in the service department.

The ideal candidate has 2+ years in automotive or heavy equipment, strong communication, and the ability to manage field teams with safety compliance.

Qualifications

• 2+ years of experience in automotive or heavy equipment.
• Experience managing and dispatching technicians for service calls.
• Strong written and verbal communication skills.

Responsibilities

• Lead and dispatch technicians to ensure day-to-day service is completed.
• Coordinate technician schedules to align with customer needs.
• Oversee scheduling of preventive maintenance and ensure PM completion goals.

Skills

Customer service

Communication skills

Leadership

Microsoft Office

Team dispatching

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Office

Cor360

Job description

Responsive? Reliable? Come join "Team Towlift" for a rewarding long-term career!
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.

Who We Are: What it Means to Work on the Towlift Team

Meet your future co-workers in this video! Hear what they say about a career in the material handling industry, and what it's like to work for The Dealer That Makes The Difference!

• Paid on-the-job training every year. We invest in our employees' self-development, with industry-leading training opportunities.
• Company-provided vehicle that they can take home.
• Company-provided phone.
• Tool loans.
• Cutting-edge technology issued to every technician.

The Towlift Company Values

Safety – Lead by example to promote workplace safety. Exhibit genuine interest that each team member returns home safely every day.

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

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

Teamwork – Possess a collaborative mindset and shared sense of purpose that focuses on greater overall outcomes.

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

Community Service – Support and participate in activities and initiatives that help others.

Our Culture: The Towlift Difference

• We embrace a work-life balance.
• Safety is standard!
• We invest in technology, so you have the best tools for the job.
• Leadership that has the team's back and has since 1965. No one gets left behind.
• Our growing company provides many advancement opportunities.
• Everyone has what they need to make a difference. This is why Towlift team members stay with us for years.

Location: Sewickley, PA

Job Id:943

# of Openings:1

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, a 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