Service Account Supervisor

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The Service Account Supervisor leads our team of technicians, assigns, schedules, and 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.

• Fosters a positive work environment for technicians and aligns with our mission, vision, and 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 meet PM completion rate goals.
• Utilizes a proactive approach to customer service, anticipating needs and resolving complaints in a timely manner.
• Works with technicians to resolve problems to complete every job.
• Manages overall job progress, ensuring technicians diagnose problems within two hours of arrival at customer locations and escalates issues when required.
• Regularly reviews and maintains appropriate technician billable rates.
• Monitors technicians’ timecards and maintains accurate records for customer invoicing.
• Ensures technicians follow work order procedures, record accurate time and parts, complete PM checklists, obtain customer signatures, and close out jobs.
• Performs monthly field audits to ensure safety of on‑site technicians and communicates service levels to customers.
• Books service vehicle repairs and PMs and coordinates with technicians.
• Leads by example in promoting a safe workplace and follows safety standards (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, including networking, recruiting, resume review, interviewing, and hiring recommendations.
• Manages performance, conducts timely reviews, coaching, counseling, and follows disciplinary procedures when necessary.
• Establishes regular communication with account managers to resolve ongoing issues.
• Ensures field quotes and warranty repairs are completed in a timely manner.
• Utilizes Cor
  360 to process and approve vehicle maintenance and vendor invoices.

Education

High School Diploma or equivalent;
Bachelor’s degree preferred.

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

• Proficient in Microsoft Office and related software.
• Ability to learn and operate various workflow systems.
• Ability to work independently and prioritize demands.
• Strong written and verbal communication skills to convey information clearly to internal and external customers.

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 navigate the transitions of life and reach their fullest potential.

• Mid‑Senior level

• Full‑time

• Sales and Business Development

• Machinery Manufacturing