Supervisor, Service Coordinators

Parts Town•Fort Wayne, IN

6d•Hybrid

About The Position

As Supervisor, Service Coordinators, you will lead the people, priorities, and operating rhythm that support warranty service programs and manufacturer partnerships. You will translate business needs into clear team direction, coach performance, make resource decisions, and ensure work is resolved at the right level. Working closely with leadership and manufacturer partners, you will protect service quality while maintaining a scalable, accountable, and collaborative operation. The role includes leading and developing direct reports, setting priorities based on service demand and operational conditions, monitoring performance and workflow, and providing direction on manufacturer concerns and escalations. You will partner with manufacturers and internal stakeholders, sponsor process improvements, use reporting to identify capacity and development needs, and provide hands-on operational support when needed. You will also support cross-functional engagement, culture initiatives, and collaboration at the Fort Wayne office. The position requires availability Monday through Friday between 7:00 a.m. and 7:00 p.m. Central Time, with flexibility as needed, and a quality, high-speed internet connection at home. Parts Town describes its workplace as collaborative and team-oriented, and welcomes qualified applicants regardless of protected characteristics.

Requirements

At least 1 year of mentorship, Team Lead, or Supervisor experience.
Ability to handle escalated customer concerns, resolve complex issues, and make sound decisions in fast-paced environments.
Advanced problem-solving, critical-thinking, and analytical skills, including the ability to identify trends, remove obstacles, and drive continuous improvement.
Excellent communication skills and ability to collaborate across teams and build strong manufacturer and customer relationships.
Strong organizational and time-management skills, including the ability to manage competing priorities with attention to detail.
Experience creating process documentation, training materials, and standard operating procedures while supporting team development and knowledge sharing.
Proficiency in Salesforce, SAP, and Microsoft Office applications, including Outlook, Teams, Excel, and Word.
Ability to learn new systems, technologies, manufacturer programs, and evolving business processes quickly.
Customer-first mindset with ownership, accountability, professionalism, and follow-through.
Collaborative leadership style that supports peers, provides guidance, and helps create a positive, high-performing team environment.
Adaptability, resilience, and willingness to fill operational gaps, support changing priorities, and lead through action when needed.
Passion for operational excellence, continuous improvement, and delivering exceptional service experiences.
Proficiency in written and spoken English.
Quality, high-speed internet connection at home.
Availability to work Monday through Friday between 7:00 a.m. and 7:00 p.m. Central Time, with flexibility as needed.

Responsibilities

Lead, coach, and develop direct reports through regular feedback, clear expectations, and consistent follow-through.
Set daily and longer-term priorities based on case demand, inbox health, queue aging, staffing, and manufacturer commitments.
Monitor service performance, including response and dispatch SLAs, case timeliness, escalation age, case and RMA aging, parts-shipped exceptions, and workflow backlog.
Provide leadership direction for manufacturer concerns, unresolved escalations, and issues requiring cross-functional judgment.
Partner with manufacturers and internal stakeholders to align priorities, review trends, and support changes to programs or operating processes.
Sponsor process improvements that increase accuracy, efficiency, scalability, and customer satisfaction; ensure changes are communicated, documented, trained, and sustained.
Use operational reporting and recurring themes to identify capacity needs, knowledge gaps, and coaching opportunities.
Create an environment where team members communicate openly, ask for help early, share knowledge, and take ownership of customer and partner outcomes.
Provide hands-on operational support when day-to-day work requires leadership involvement.
Lead cross-functional engagement, culture initiatives, and Fort Wayne office collaboration by building relationships across teams and partnering with site leaders on office-wide efforts.