Solutions Call Center Supervisor

Autocar, LLC • Hagerstown, IN

21d • Onsite

About The Position

The Solutions Call Center Supervisor leads and develops a team of technical support specialists who provide front-line troubleshooting assistance for Autocar products. The role is responsible for driving team performance, technical excellence, and consistent delivery of customer service and business objectives. It combines people leadership, operational management, technical problem-solving, customer advocacy, and accountability for continuous improvement.

The Supervisor guides complex technical escalations, monitors team performance and service levels, and works with Engineering, Product Management, Service Operations, Warranty, Manufacturing, and Dealer Support to resolve issues and improve support processes. The position is based in an office and call center environment, with occasional travel to Autocar facilities, dealers, customers, or industry events. The Supervisor may need to support after-hours escalations when business-critical issues arise.

Requirements

• At least 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 handling escalated customer situations and resolving conflicts.
• 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.

Nice To Haves

• Bachelor's degree in Engineering, Business, Automotive Technology, Technical Management, or a related field; equivalent education and relevant experience may be considered.
• Experience in commercial vehicles, automotive, heavy equipment, transportation, or a related industry.
• Familiarity with CRM, call center, and case management systems.

Responsibilities

• Lead, coach, mentor, and develop technical support specialists, setting performance expectations and holding team members accountable to departmental goals and standards.
• Conduct regular one-on-one meetings, annual and mid-year evaluations, and create individual development plans.
• Promote accountability, ownership, teamwork, professionalism, engagement, and continuous improvement; recognize strong performance and address concerns promptly.
• Ensure staffing levels and workload distribution meet business needs.
• Guide resolution of complex technical issues and vehicle downtime situations, and serve as the primary escalation point for high-priority customer, dealer, and field concerns.
• Help diagnose difficult technical issues, support root cause investigations and corrective actions, and escalate emerging product concerns to relevant leadership and teams.
• Ensure timely customer communication, professional resolution management, and consistent, high-quality technical recommendations.
• Monitor team performance against KPIs and service-level expectations; analyze trends, use data to improve customer outcomes, and develop action plans for service gaps.
• Track workload, backlog, response times, and customer satisfaction; conduct call reviews, case audits, and quality assessments.
• Ensure compliance with documentation standards and case management requirements.
• 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, maintain troubleshooting guides and technical documentation, and support knowledge-base content.
• Assist with training and onboarding, and promote consistent problem-solving and case documentation methods.
• Build cross-functional relationships, participate in product launch readiness, and communicate field issues and customer concerns to stakeholders.
• Represent the Voice of the Customer in cross-functional discussions and ensure critical field information is communicated promptly.

Benefits

• Competitive compensation
• Performance-based annual bonuses
• Medical, dental, and vision coverage
• 401(k) with a 4% company match
• 8 paid company holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager