Solutions Call Center Supervisor

Autocar, LLC; Hagerstown (IN); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Bonuses

Medical, dental, and vision coverage

401(k) with company match

8 paid company holidays

Job summary

Autocar, LLC is seeking a Solutions Call Center Supervisor in Hagerstown, IN. You will lead a team of technical support specialists, ensuring timely, accurate, and professional assistance for Autocar products.

You will drive performance, coach staff, and partner with Engineering, Product Management, and Service Operations to improve outcomes and customer satisfaction. A strong leadership presence and hands-on problem-solving are essential.

Qualifications

• Bachelor's degree preferred in Engineering, Business, Automotive Technology, Technical Management, or related field.
• Experience leading and developing high-performing teams in technical support or call center environments.
• Strong troubleshooting and technical problem-solving experience.

Responsibilities

• Lead, coach, and develop a team of technical support specialists.
• Monitor and manage team performance against KPIs and SLAs.
• Act as primary escalation point for high-priority customers, dealers, and field support.
• Drive root-cause investigations and corrective actions with cross-functional partners.
• Support documentation and knowledge-base content; mentor staff and oversee training.

Skills

Team leadership

Performance management

Customer support

Root cause analysis

CRM systems

Education

Bachelor's degree

Tools

CRM systems

Case management

Job description

Autocar®, LLC, headquartered in Hagerstown, Indiana, is a leading manufacturer of severe duty trucks. With a steady stream of innovations to their Xpeditor® line - ranging from improved ergonomic cabs and integrated controls to a new hybrid-drive refuse truck - Autocar has staked out a position as the industry's technology and innovation leader. Moreover, they have forged strong partnerships with the leading suppliers in the business, including, Allison®, Cummins®, ArvinMeritor®, Hendrickson®, and others.

Solutions Call Center Supervisor

Location: Hagerstown, IN

Position Summary

At Autocar Truck LLC, we recognize that customer uptime is our highest priority. The Solutions Call Center Supervisor plays a critical leadership role in ensuring every customer, dealer, and field technician receives timely, accurate, and professional technical support when they need it most.

This position is responsible for leading, developing, and holding accountable a team of technical support specialists who provide front-line troubleshooting assistance for Autocar products. The Supervisor serves as both a people leader and an operational leader, driving performance, cultivating technical excellence, and ensuring the team consistently meets or exceeds customer service and business objectives.

The ideal candidate is a strong leader who creates a culture of ownership, accountability, urgency, and continuous improvement. They are equally comfortable coaching team members, analyzing performance data, leading complex problem-solving efforts, and engaging directly with customers during critical escalations. This role requires a balance of leadership, technical acumen, customer advocacy, and business discipline to ensure Autocar delivers best-in-class support experience.

Key Responsibilities

Team Leadership & Talent Development

• Lead, coach, mentor, and develop a team of technical support specialists.
• Establish clear performance expectations and hold team members accountable to departmental goals and standards.
• Conduct regular one-on-one meetings focused on employee development, performance feedback, and career growth.
• Perform annual and mid-year performance evaluations.
• Create individual development plans that strengthen both technical and customer service capabilities.
• Foster a culture of accountability, ownership, teamwork, professionalism, and continuous improvement.
• Recognize and reward high performance while addressing performance concerns promptly and effectively.
• Drive employee engagement and maintain a positive, customer-focused team environment.
• Ensure proper staffing levels and workload balancing to meet business needs.

Customer Support & Technical Escalation Management

• Provide leadership and guidance on complex technical issues and vehicle downtime situations.
• Serve as the primary escalation point for high-priority customer, dealer, and field support concerns.
• Assist team members in diagnosing difficult technical issues and identifying effective solutions.
• Support structured root cause investigations and corrective action development.
• Escalate emerging product concerns appropriately to Engineering, Product Management, and Service Operations leadership.
• Ensure customers receive timely communication and professional resolution management.
• Monitor the quality and consistency of technical recommendations provided by the team.
• Advocate for customers while balancing business objectives and company policies.

Performance & Metrics Management

• Monitor and manage team performance against established KPIs and service level expectations.
• Analyze call center performance trends and identify opportunities for improvement.
• Utilize data to drive decision-making and improve customer outcomes.
• Develop action plans to address service gaps and performance deficiencies.
• Maintain visibility to department workload, backlog, response times, and customer satisfaction metrics.
• Conduct regular call reviews, case audits, and quality assessments.
• Ensure team compliance with documentation standards and case management requirements.

Operational Excellence & Continuous Improvement

• Identify recurring vehicle, product, process, or support issues and drive corrective actions.
• Partner with Engineering, Service Operations, Warranty, and Product teams to improve issue resolution processes.
• Develop and implement process improvements that increase team efficiency and customer satisfaction.
• Support the creation and maintenance of troubleshooting guides, technical documentation, and knowledge base content.
• Assist with training initiatives and onboarding of new team members.
• Drive consistency in problem-solving methodologies and case documentation.

Cross-Functional Collaboration

• Build strong working relationships with Engineering, Product Management, Warranty, Service Operations, Manufacturing, and Dealer Support teams.
• Participate in product launch readiness activities.
• Provide feedback on field issues and emerging customer concerns.
• Represent the Voice of the Customer within cross-functional discussions.
• Ensure critical field information is communicated quickly and effectively to key stakeholders.

Education & Experience Requirements

Education

• Bachelor's degree in Engineering, Business, Automotive Technology, Technical Management, or a related field preferred.
• Equivalent combination of education and relevant experience may be considered.

Experience

• Minimum 3 years of leadership or supervisory experience in technical support, customer service, service operations, call center management, or a related environment.
• Experience leading and developing high-performing teams.
• Strong troubleshooting and technical problem-solving experience.
• Demonstrated success managing performance metrics and service level expectations.
• Experience working in commercial vehicles, automotive, heavy equipment, transportation, or related industries preferred.
• Experience handling escalated customer situations and conflict resolution.
• Familiarity with CRM, call center, and case management systems preferred.

Physical & Travel Requirements

• Ability to work in an office and call center environment.
• Ability to occasionally travel to Autocar facilities, dealers, customers, or industry events as needed.
• Ability to support after-hours escalation situations when business-critical issues arise.

What We Offer

• Competitive compensation that recognizes your skills, experience, and impact
• Performance-based annual bonuses that reward results and contributions
• Comprehensive medical, dental, and vision coverage to support your well-being
• 401(k) with a 4% company match to help you invest in your future
• 8 paid company holidays to rest, recharge, and maintain work-life balance

Job Duties Disclaimer:
The duties and responsibilities outlined here are representative but not exhaustive of the tasks that the employee maybe requiredto perform. Management reserves the right to modify, add, or remove duties and to assign other tasks as necessary to meet business needs.

Equal Employment Opportunity:
Autocaris an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other characteristic protected by law.

Reasonable Accommodations (ADA Compliance):

Autocar complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified individuals with disabilities. Employees who require assistance or accommodation should contact Human Resources