Solutions Call Center Supervisor

GVW Group • Hagerstown, IN

2d • Onsite

About The Position

The Solutions Call Center Supervisor at Autocar, LLC leads and develops a team of technical support specialists who provide front-line troubleshooting assistance for Autocar products. The role is responsible for ensuring customers, dealers, and field technicians receive timely, accurate, and professional support, while driving team performance and technical excellence and meeting customer service and business objectives. The supervisor combines people leadership, operational management, technical problem-solving, and customer advocacy, including direct involvement in critical escalations.

The supervisor coaches and holds the team accountable, manages performance metrics and service expectations, oversees complex technical escalations, and drives continuous improvement. The role also works closely with Engineering, Product Management, Warranty, Service Operations, Manufacturing, and Dealer Support to resolve issues, communicate field concerns, and represent the voice of the customer. The position is based in Hagerstown, Indiana, in an office and call center environment, with occasional travel and availability for business-critical after-hours escalations.

Requirements

• Minimum 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 conflict resolution.
• Ability to work in an office and call center environment.
• Bachelor's degree in Engineering, Business, Automotive Technology, Technical Management, or a related field is preferred; an equivalent combination of education and relevant experience may be considered.

Nice To Haves

• Experience in commercial vehicles, automotive, heavy equipment, transportation, or related industries.
• Familiarity with CRM, call center, and case management systems.

Responsibilities

• Lead, coach, mentor, and develop a team of technical support specialists.
• Set clear performance expectations and hold team members accountable to departmental goals and standards.
• Conduct regular one-on-one meetings, annual and mid-year performance evaluations, and create individual development plans.
• Foster a culture of accountability, ownership, teamwork, professionalism, and continuous improvement; recognize strong performance and address performance concerns.
• Drive employee engagement, maintain a customer-focused team environment, and ensure appropriate staffing and workload balancing.
• Provide leadership and guidance on complex technical issues and vehicle downtime situations.
• Serve as the primary escalation point for high-priority customer, dealer, and field support concerns.
• Assist with difficult technical diagnoses, root cause investigations, and corrective action development.
• Escalate emerging product concerns to Engineering, Product Management, and Service Operations leadership.
• Ensure timely customer communication, professional resolution management, and consistent, high-quality technical recommendations.
• Monitor team performance against KPIs and service level expectations; analyze trends and use data to improve customer outcomes.
• Develop action plans to address service gaps and performance deficiencies, and maintain visibility into 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 that increase efficiency and customer satisfaction.
• Support troubleshooting guides, technical documentation, knowledge base content, training initiatives, and onboarding.
• Drive consistent problem-solving methods and case documentation.
• Build relationships with Engineering, Product Management, Warranty, Service Operations, Manufacturing, and Dealer Support teams.
• Participate in product launch readiness activities and provide feedback on field issues and emerging customer concerns.
• Represent the Voice of the Customer and ensure critical field information is communicated effectively to stakeholders.
• Occasionally travel to Autocar facilities, dealers, customers, or industry events as needed.
• Support after-hours escalation situations when business-critical issues arise.

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