Manager of Mechanical Support

Love's Travel Stops & Country Stores•Oklahoma City, OK

36d•Onsite

About The Position

Love's Tire Care Office Support Department is seeking a Manager of Mechanical Support Operations to provide strategic leadership for the Mechanical Support Department. This role oversees roadside dispatch operations, warranty claims administration, customer service, and operational performance. The Manager is responsible for developing supervisors and team members, promoting continuous improvement, achieving departmental KPIs, and delivering exceptional support to customers, national accounts, Shop Connect partners, and field operations. The Manager collaborates with internal departments and external service partners to improve efficiency, maximize warranty recovery, and deliver industry-leading service.

Requirements

High School Diploma or equivalent required.
5–7 years of experience in automotive, truck service, roadside assistance, fleet maintenance, or mechanical support operations.
3–5 years of progressive leadership experience managing supervisors or multiple teams.
Experience implementing operational improvements and technology solutions.
Microsoft Office Suite (Excel, Word, PowerPoint)
Customer Relationship Management (CRM) systems
Workforce Management software
Dispatch and roadside management systems
Warranty management systems
Reporting, analytics, and KPI development
Claims administration and vendor compliance
Strategic planning
Coaching and mentoring
Performance management
Change management
Conflict resolution
Project management
Team development
Continuous improvement
Excellent verbal and written communication
Strong customer focus
Analytical and problem-solving abilities
Organizational and time management skills
Ability to prioritize in a fast-paced environment
Professionalism, integrity, and collaboration

Nice To Haves

Bachelor's degree in Business Administration, Operations Management, Automotive Technology, or a related field preferred.
Experience leading customer service or contact center operations preferred.
Experience administering warranty programs or warranty claims processing preferred.
Knowledge of commercial vehicle, diesel, tire, roadside, or vendor warranty programs preferred.

Responsibilities

Lead, coach, and develop Mechanical Support Supervisors and their teams.
Establish departmental goals, KPIs, and performance standards aligned with company objectives.
Ensure consistent delivery of exceptional customer service while meeting service level expectations.
Oversee daily operations, including staffing, scheduling, workload management, and dispatch performance.
Monitor operational metrics, identify trends, and implement process improvements that increase efficiency and customer satisfaction.
Partner with Operations, Tire Care, Truck Care, Roadside, IT, Accounting, Sales, National Accounts, Shop Connect, and external vendors to improve operational performance.
Manage quality assurance programs, employee coaching, performance evaluations, and leadership development.
Develop succession plans and cultivate future leaders within the department.
Oversee departmental budgets, technology initiatives, and operational resources.
Ensure compliance with company policies, safety standards, and operational procedures.
Lead implementation of new technologies, automation, and AI-driven solutions to improve productivity.
Resolve complex customer and operational escalations.
Prepare operational reports and communicate performance results to leadership.
Lead cross-functional projects that support company growth and operational excellence.
Foster a culture of accountability, collaboration, innovation, and continuous improvement.
Oversee warranty claims administration, ensuring timely, accurate, and compliant processing while maximizing reimbursement opportunities.
Monitor warranty performance, analyze trends, maintain documentation standards, and implement improvements that enhance claim accuracy and recovery.
Perform other duties as assigned.