Service Supervisor

We are looking for a talented Service Supervisor to join our team in Service in West Sacramento, CA.

In this role, you will make an impact in the following ways: 

• Drive efficient service execution by scheduling and coordinating Technician workloads to meet customer timelines and maximize shop productivity.
• Align repair plans with approved customer quotes, ensuring Technicians clearly understand scope, timelines, and quality expectations. 
• Elevate team performance by coaching Service Technicians and Team Leaders, delivering regular feedback, and supporting professional development. 
• Serve as the first line of technical support, quickly resolving issues or escalating complex problems to minimize downtime and ensure timely repair completion. 
• Optimize service operations by managing materials, equipment, and labor resources to ensure safe, high-quality, and cost-effective execution. 
• Strengthen customer trust by reviewing quotes for accuracy, proactively communicating repair status, and resolving warranty or service-related concerns. 
• Improve operational outcomes by monitoring open repairs, removing barriers to completion, and driving adherence to committed delivery schedules. 
• Advance continuous improvement and customer satisfaction by analyzing performance metrics, refining processes, and building strong relationships with key customers.

To be successful in this role you will need the following: 

• Leverage financial acumen to manage labor efficiency, control service costs, validate quote accuracy, and make data-driven decisions that improve branch profitability. 
• Communicate effectively with Technicians, customers, and stakeholders by delivering clear repair plans, timely status updates, and expectations tailored to each audience. 
• Maintain strong customer focus by building trusted relationships, resolving concerns quickly, and consistently delivering solutions that meet or exceed customer expectations. 
• Direct work with clarity and discipline by prioritizing jobs, delegating tasks appropriately, and removing operational barriers to ensure on-time, high-quality service execution. 
• Ensure accountability across the team by setting clear performance expectations, tracking productivity and quality metrics, and holding individuals responsible for commitments and results. 
• Manage conflict effectively by addressing issues between team members or with customers promptly, maintaining professionalism, and driving resolution with minimal disruption. 
• Apply technical expertise in diagnostics and electronic service tools to guide troubleshooting, support Technicians, validate repairs, and ensure accurate documentation of service activities. 
• Execute service processes with rigor by ensuring accurate service documentation, effective technical escalation, and proper warranty claim management while valuing diverse perspectives to strengthen team performance and decision-making.

Education, Licenses, Certifications: 

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required. 
• This position may require licensing for compliance with export controls or sanctions regulations. 

Experience:

• Intermediate level of relevant work experience in a technical field, including team leadership experience, required.

Additional Responsibilities:

• Serve as the primary communication bridge between customers and the service shop, ensuring updates, expectations, and service timelines are clearly communicated, documented, and escalated when needed.
• Lead daily workforce coordination, including assigning technicians to job plans, adjusting schedules based on workload changes, and ensuring staffing aligns with service priorities and customer commitments.
• Oversee in‑shop workflow execution, monitoring job progress, resolving bottlenecks, and ensuring service quality standards are consistently met across all shifts.

Additional Skill, Education or Experience:

• Demonstrated experience in customer‑facing communication, including handling service inquiries, managing expectations, and resolving escalations in a high‑volume environment.
• Proven leadership experience, ideally supervising technicians or frontline service teams, with the ability to coach, motivate, and hold team members accountable.
• Strong scheduling and job‑plan coordination skills, including experience using digital scheduling tools or maintenance management systems (e.g., CMMS, ERP modules).
• Ability to operate effectively in a large, multi‑site organization, navigating complex processes, cross‑functional dependencies, and standardized workflows.

Preferred Skills or Experience:

• Experience with continuous improvement methodologies (Lean, Six Sigma, Kaizen) to enhance shop efficiency and customer satisfaction.
• Background in technical service, maintenance, or repair operations, enabling stronger communication with technicians and more accurate customer updates.