Vehicle Support Center Supervisor
About The Position
We are seeking a Vehicle Support Center Supervisor to lead a high-performing team supporting dealer technicians across North America and global operations. This role is responsible for overseeing daily support center activities, driving performance and continuous improvement initiatives, and developing a team of specialists focused on maximizing vehicle uptime and delivering exceptional customer support. This is an excellent opportunity for an emerging leader looking to step into a supervisory role or an experienced leader seeking to make an impact in a fast-paced technical support environment. The ideal candidate combines strong leadership skills, analytical thinking, operational excellence, and the ability to excel in a vehicle, transportation, or technical support setting.
Requirements
- Bachelor's degree in Business, Engineering, Automotive Technology, or a related field.
- 3+ years of experience in operations, customer support, technical support, automotive, transportation, fleet services, or a related industry.
- Previous supervisory experience preferred, but strong leadership experience through mentoring, coaching, project leadership, training, or team leadership will also be considered.
- Strong analytical and problem-solving skills with the ability to make data-driven decisions.
- Experience evaluating operational performance, identifying trends, and implementing process improvements.
- Technical exposure to automotive, diesel, transportation, fleet, heavy equipment, maintenance, engineering, or related industries.
- Experience working in a fast-paced support center, service center, or operations environment.
- Strong Microsoft Office skills, including Excel, PowerPoint, and Word.
- Excellent verbal and written communication skills.
Nice To Haves
- Experience with vehicle diagnostics, powertrain systems, automotive technology, or technical troubleshooting.
- Knowledge of heavy-duty truck, diesel, fleet maintenance, automotive, or transportation industries.
- Experience with Lean, Six Sigma, or other process improvement methodologies.
- Automotive service management or fleet maintenance leadership experience.
- Technical support or call center leadership experience.
- Dealer support operations experience.
- Engineering operations experience.
- Military vehicle maintenance leadership experience.
Responsibilities
- Lead, coach, mentor, and develop a team of Vehicle Support Center Specialists.
- Conduct performance reviews, career development discussions, and ongoing coaching.
- Analyze operational metrics, customer feedback, and support center performance trends.
- Drive continuous improvement initiatives focused on operational efficiency, service quality, and customer satisfaction.
- Partner with cross-functional teams to resolve operational challenges and improve support processes.
- Support onboarding, training, and development of new team members.
- Conduct case reviews and provide coaching on technical support interactions and problem-solving approaches.
- Oversee the creation and maintenance of knowledge base articles, standard operating procedures, and work instructions.
- Identify barriers impacting team performance and implement effective solutions.
- Support strategic initiatives aimed at improving diagnostics, technician support, and overall vehicle uptime.
- Prepare and present operational updates, performance results, and recommendations to leadership.
- Lead customer and employee tours of the Vehicle Support Center.
- Foster a culture of accountability, collaboration, continuous learning, and operational excellence.
Benefits
- Fully funded pension plan that provides monthly benefits after retirement
- Comprehensive paid time off minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time
- Tuition reimbursement for continued education
- Medical, dental, and vision plans for you and your family
- Flexible spending accounts (FSA) and health savings account (HSA)
- Paid short- and long-term disability programs
- Life and accidental death and dismemberment insurance
- EAP services including wellness plans, estate planning, financial counseling and more
- This position is eligible for a holiday gift
- 401k with up to a 5% company match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
