Service Supervisor

TEC Equipment, Inc.•Oakland, CA

44d

About The Position

The Service Supervisor is responsible for assisting the Service Manager with the supervision of the technician and advisor team. This includes allocating jobs, ensuring technicians and advisors are properly trained, ensuring tools are available so technicians can complete their jobs, and addressing escalated issues. The Supervisor monitors the technician’s performance and makes corrective actions to increase a technician’s efficiency and productivity. The Supervisor is expected to efficiently and accurately inspect work performed for quality control, work closely with the Service Manager to interview, and select candidates for hire, lead team meetings, and assist with other supervisory/management responsibilities as appropriate.

Requirements

High school diploma or equivalent
At least one year of supervisory experience
3+ years in a Diesel Technician position in the heavy-duty trucking industry; experience as a Service Foreman preferred
Excellent people management and leadership skills with ability to build successful relationships internally and externally
Sound knowledge of shop operations and flow
Strong oral and written communication skills.
Strong organization and time management skills
Strong knowledge of Volvo/Mack Uptime repair processes and concepts
Strong knowledge of heavy-duty truck diagnosis and repair
Proficient with Windows, Microsoft Office, CDK, and other dealership software
Professional demeanor (including ability to maintain composure in stressful situations).
Ability to effectively train and coach varying levels of team member abilities
Valid driver's license and ability to maintain insurability to company insurance carrier requirements

Nice To Haves

Volvo/Mack Navigator series Master Certification in any path

Responsibilities

Oversee Service Advisor staff on scheduling of repairs, status of repairs, estimating repairs, invoicing repairs. Internal and customer billing ensuring proper payment, PO number and MVP numbers, oversee the service process, oversee note updates in ASIST/Decisiv software ensuring high levels of customer service.
Review repair orders done by Service Advisors for correct complaint documentation, customer contact documentation, and supporting documents. Coach and assist advisors as needed.
Ensure shop is clean and safe and that work areas are clean and free from debris by delegating tasks to technician team and following up on assignments.
Review incoming workload and carry over workload daily to identify potential problems and manage these problems to a successful outcome when allocating jobs to technicians.
Review work done by technicians for accuracy and proper documentation. Coach and assist technicians with difficult or new duties as needed.
Ensure inventory of tools, equipment, and supplies are appropriately stocked and protected from loss. Set maintenance schedules for shop equipment to minimize downtime.
Control wage cost through supervision of technician productivity and proper scheduling. Help Service Manager make necessary changes to the schedule in case of technician absence or extra work. Communicate schedule changes to team.
Work closely with the Service Manager and Warranty Administrator to ensure the technician team is handling warranty parts and documents appropriately.
Maintain strong relationships with other departments (Parts, Sales, etc.). Proactively introduce customers to other departments or other services that are available.
Foster a culture of teamwork and friendly competition by exemplifying TEC Equipment’s Vision, Mission, and Values and consistently positioning our Value Proposition with all customers. Keep up to date on technical and performance information on all vehicles serviced by the dealership.
Proactively prioritize own professional development to increase knowledge of business acumen and organizational development best practices to positively impact TEC Equipment’s profitability.
Coordinate service specials with Parts Department on a weekly/monthly basis and perform miscellaneous duties assigned by the Service Manager.
Ensure that all customers recognize TEC Equipment as their “Best Business Partner.” Work closely with Service Manager to resolve customer complaints and maintain high customer satisfaction standards.

Benefits

TEC provides our employees and their families with a full menu of health, wellness, and retirement benefits.
New hires are eligible to participate in TEC Equipment’s comprehensive benefits plan the first of the month following your date of hire.
Choice of two comprehensive medical plan options that include prescription drug coverage
Choice of two dental plans that cover preventative and diagnostic care, basic and major services, and orthodontia for children
Vision care, discounted hearing exams, and hearing aids
401(k) retirement savings plan with company contribution
Life, accident, and disability insurance
Employee Assistance Program (EAP)
Education assistance
Seven paid holidays, vacation accrual of at least 48 hours per year, and paid sick