Service Call Supervisor

Job DescriptionJob DescriptionOur Mining & Heavy Equipment Dealership Group has an opening for a Service Call Supervisor who will be responsible for complete, timely, and accurate closing of service calls for the branch. This role will require strong computer skills, excellent organizational skills, and some mechanical knowledge to support the accuracy and timeliness of invoicing customers. The Supervisor will manage, support and develop a team of Service Call Administrators, while also actively closing service calls.

Responsibilities:

• Lead for reporting, D365, service call, and other computer needs for the service department at the branch
• Close service calls with strong attention to detail and accuracy
• Create POs for necessary parts, supplies, or services
• Monitor strategic initiatives directly related to service calls and provide necessary reporting to Branch Managers
• Support team with warranty questions and/or concerns on WIP/service calls
• Support team with AP/AR on PO disputes, questions, or other misc. reimbursements
• Manage daily workflow within the department by establishing operating procedures and policies and prioritizing, distributing, and monitoring work assignments. Initiate a training process when skill gaps are found to develop employees for their current positions
• Train new hires at the branch on service call information, including but not limited to Service Advisors and Service Call Administrators
• Manage team performance by completing reviews, providing feedback and coaching, and supporting career development of team
• Collaboration with individual departments to ensure service call accuracy throughout repair process
• Service call in process auditing back order parts, no labor posted calls and service calls last day labor posted
• Communicate effectively and proactively with the Service Advisors to support accurate and efficient service call opening
• Collaborating closely with the warranty department to ensure that we are in alignment with the latest guidelines and requirements.

Qualifications:

• High School Diploma or GED required; Associate’s degree preferred
• 3+ years related industry experience required
• Demonstrated ability to lead others, formally or informally
• Strong computer skills, including Microsoft Office Suite required
• Strong detail orientation and learning orientation, as well as ability to work independently
• Ability to work well with others and support team initiatives
• Is self-directed and initiates improvements, enhancements, taking on additional responsibility as needed

Minimum Physical Requirements:

• Standing, sitting, walking, talking, hearing

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

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