Service Account Supervisor

Forklifts Group; Stockton (CA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Competitive Salary

Health benefits

Retirement plan

PTO / holidays

Wellness program

Gym reimbursement

401k with matching

Job summary

Forklifts Group is seeking a Service Account Supervisor (Technician Dispatcher) in Stockton, CA. You will lead our technicians, assign and dispatch daily service, and drive exceptional customer service while managing the operation's financial results and alignment with our mission, vision, and values.

You will recruit, onboard, and coach technicians; schedule PMs; monitor timecards and invoicing; ensure safety and compliance; and collaborate with account managers.

Qualifications

• Bachelor's Degree preferred.
• 5+ years in automotive or heavy equipment.
• Experience managing and dispatching technicians.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office and workflow systems.

Responsibilities

• Dispatches and schedules daily service for technicians.
• Leads recruitment, onboarding and performance management of technicians.
• Ensures on-time diagnosis and efficient job progress.
• Maintains accurate timecards and billing records.
• Promotes safety and enforces compliance with procedures.
• Coordinates with account managers to resolve ongoing issues.
• Promotes service products to generate revenue.

Skills

Team leadership

Dispatching

Scheduling

Customer service

Communication

Safety compliance

Education

Bachelor's degree preferred

Tools

Cor360

Microsoft Office

Job description

SERVICE ACCOUNT SUPERVISOR (Technician Dispatcher)

Location: Stockton, California, 95215

Pay: $65,000- $75,000

Job Summary

The Service Account Supervisor at Forklifts Group 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, 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.

Position Qualifications

EDUCATION

• Bachelor's Degree preferred

Experience

• 5+ years of experience working in the automotive or heavy equipment industry
• Previous experience managing and dispatching technicians for service calls is preferred

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.

Benefits For Joining Team Towlift

• Competitive Salary
• Comprehensive health benefits, retirement plan, 3 weeks paid time off/sick time and 10 paid holidays.
• Comprehensive Wellness Program and Gym Reimbursement Program.
• 401k with Matching

About us:

Forklifts Group has been the West Coast's trusted material handling provider since 1989, with new and used forklifts, rentals, warehouse systems, training, parts, and service. Conveniently located in Fresno, CA, Sacramento, CA, Manteca, CA, Bakersfield, CA, Santa Maria, CA, Oakland, CA, and Las Vegas, NV., our team is dedicated to finding a solution for your equipment needs with the highest level of service.

Forklifts Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.