Service Supervisor, Leasing

About Us

Headquartered in Portland, Oregon, TEC has 30+ locations from Seattle to San Diego to the Midwest, serving thousands of customers across Washington, Oregon, California, Nevada, Arizona, Nebraska, Iowa and South Dakota.

TEC Equipment features Mack and Volvo heavy-duty trucks, Hino and Isuzu medium duty trucks, Wabash trailers and Cottrell auto transport trailers. We offer a large and desirable inventory of new Mack and Volvo heavy-duty trucks and all makes of used trucks. Our full-service line-up also features quality parts, state-of-the-art service, collision centers and fuel, leasing/rental, financing, and insurance. Our locations are authorized service centers for Mack, Volvo, Cummins, Meritor, Eaton and Fuller warranties. TEC truly offers the convenience of one-stop shopping for all trucking-related needs.

Overview

The Service Supervisor is responsible for efficiently running the daily activity on the service shop floor.  The person in this position communicates many times a day with customers and the service writer to aggregate maintenance and repair work orders and assign each order to the appropriate technician.  This person intimately understands the technical capability of each truck technician and assigns work to leverage their strengths.  This person experts at understanding the flow of shop activity and managing through unforeseen bottlenecks or barriers to productivity at peak levels.  The Service Supervisor can quickly adapt to shifting priorities balancing the needs of multiple customers, sales reps, and managers.  They conduct daily shift huddles to communicate important information and conduct shift transfer meetings to ensure priorities and commitments from the previous shift are completed.  

The Service Supervisor builds loyal clientele and employees by maintaining the highest standards, in alignment with TEC’s Vision, Mission, and Values.

Responsibilities

• Coordinate prompt, high quality repairs for TEC’s portfolio of rental, lease and contract maintenance vehicles.
• Ensure the shop meets or exceeds customer requested return date.
• Quickly and accurately communicate with customers for billing events, unplanned service disruption, and problem resolution.
• Greet all customers in a manner that demonstrates appreciation for their business – this includes maintaining appropriate eye contact, tone of voice, and enthusiasm level. Maintain professionalism throughout all interactions and communicate frequently to ensure the customers’ needs are met.
• When a customer request cannot be met, offer viable alternatives to solving the request. Communicate limitations openly so the customer can plan accordingly and refrain from exposing customers to internal issues that prevent immediate resolution to the requests.
• Train and develop engaged truck technicians with a priority placed on clarity of expectations.
• In alignment with Leasing Service Manager, take full responsibility to ensure each technician has a clear understanding of how success will be measured at all times, maintaining systems of accountability to measure team members’ performance against set targets on a daily, weekly, and monthly basis.
• Place a visible emphasis on professional development for all employees in the department by determining what motivates each employee, as well as the strengths and weaknesses of each employee.
• Conduct consistent audits of PM inspections and other important repairs for quality and accuracy.
• Maintain the knowledge and expertise required to trouble shoot difficult repairs with technicians.
• Train and develop technicians by conducting repair demonstrations or supervised repair or diagnosis of jobs beyond the technician’s current skill set.
• Use judgment to identify issues and potential risks that should be escalated to management chain and/or internal partners.
• Manage and take accountability for all day to day operations of shop floor.
• Assign Work Orders to the appropriate technician balancing the skill of the technician, the time of repair, commitments to customers, and efficiency of the shop.
• Communicate expected repair times to technicians and follow up to ensure repairs are completed on time.
• On a daily basis, communicate successes and setbacks on the floor to the service and lease manager.
• Maintain facilities and equipment in an attractive, appropriate, and safe manner and follow all employment, safety, and environmental regulations as required by the local, state, and federal governing bodies.
• Ensure the service shop(s) are equipped with the proper tooling, diagnostic software, and safety equipment. Make sure the department participates in the appropriate training that support the proper use of all tools, diagnostic software, and safety processes.
• Serve as l