Service Account Supervisor

Towlift - Oakland, California 94601

Are you ready to elevate your career in a place that drives success? At Towlift, we’re not just about forklifts; we’re about fueling your passion for service and innovation. As a Service Account Supervisor you’ll be at the heart of keeping industries moving, ensuring that businesses rely on Towlift with confidence. Join a team where your expertise is celebrated, your growth is prioritized, and your impact is undeniable.

Let’s lift your career to new heights—because at Towlift, service isn’t just what we do; it’s who we are.

• We are a 3rd generation family‑owned company.
• Core values shape our culture and drive us to deliver the best for our employees and customers. We uphold a culture of:
  • Positivity
  • Teamwork
  • Self‑development
  • Integrity
  • Community service
  • Safety
• We offer paid‑on‑the‑job training, development and advancement opportunities from Certified Dealer Trainers.

The Service Account Supervisor serves as the liaison between Towlift and the customers, ensuring day‑to‑day customer service and support is executed. This is a critical role in the success of our company. They perform complex tasks, providing ongoing support to customer accounts and technicians at the branch level. The Service Account Supervisor is responsible for assigning jobs to technicians and coordinating their daily schedule and work activities.

They manage 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. The Service Account Supervisor supports both service and sales and is actively involved in maintaining positive customer communication.

• Fosters a positive work environment for technicians, while adhering to our mission, vision, values.
• Manages assigned technicians to ensure effective completion of day‑to‑day service operations.
• Coordinates technician schedules to align customer account needs and technician capabilities.
• Schedules monthly preventive maintenance work to ensure PM completion rate goals are met.
• Responsible for booking service vehicle repairs and PMs, coordinating with technicians.
• 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 making every effort to ensure he/she fully completes each job assigned.
• Manages overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations; makes recommendations for technicians to utilize the assistance of technical communicators in troubleshooting complex issues.
• Regularly reviews and maintains appropriate technician billable rates.
• Monitors technicians’ timecards, maintaining accurate records for customer invoicing.
• Ensures technicians follow all work order procedures, keeping accurate time and parts on job, filling out PM checklists, obtaining customer signatures, closing out day, and completing 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 details any customer communications.
• Leads by example in promoting a safe workplace. Follows Towlift’s core safety values and ensures basic 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.
• Partners with Human Resources to own the recruiting process for technicians by networking, actively recruiting, reviewing resumes, conducting interviews, and making hiring recommendations.
• Responsible for the performance management of direct reports, including completing timely reviews, providing coaching and counseling, and following proper disciplinary procedures when employee issues arise.
• Establishes regular communication with account managers to resolve any ongoing issues with customers’ accounts.
• Works with technician to ensure field quotes and…