Technical Support Supervisor

Customer Service Hagerstown, Indiana Birmingham, Alabama


Description

Can you be comfortable being uncomfortable? Can you do 2 or 3 jobs instead of only one? Are you fine with always speaking your mind? Can you lead, execute, and stay focused despite many distractions, and do the work yourself if needed?

 At Autocar, we fight for the customer’s needs. We are disrupting the industry by putting the customers’ needs first. Every truck we make is custom-engineered, and custom-made, specifically for that customer—no “one size fits all” here.  Because we engineer tools differently, we deliver trucks faster than the competition, and they WORK. The truck has more uptime, is more comfortable for the driver, and is safer—40% fewer crashes with injury than the industry average.* For the life of the truck, we have around-the-clock support.

 It takes a special kind of person to be a part of this business in transformation. We are privately owned and expect our team members to act with an owner mindset: Relentless about creating value for the customer. Dogged about finding efficiencies and eliminating waste. Standing arm and arm with the rest of the team until the job is done—and ready to do it again the next day, with a smile.

 It is not easy do things differently in this industry. But we do it—because we are passionate about improving the lives of the drivers that use our trucks.

What will you do? The Technical Support Supervisor is responsible for leading a team of call center technicians, through their daily tasks, ensuring the highest level of product support possible, is being provided. Monitoring team performance against established goals and establishing new processes along with evaluating existing processes to maintain high level of efficiency. The Call Center Supervisor is also responsible for team schedules, training and coaching to ensure top level performance. 

Skills and Requirements
- 2-3 years of Autocar specific product experience
-Internal systems experience including Solutions and Parts Catalog, Autocar Warranty System and Adnet.
-Cummins and Allison Transmission certification preferred
- Strong customer service experience
- A sense of urgency and ability to work quickly to resolve customer issues
- Excellent written and verbal communication skills
- Ability to learn quickly and become a subject matter expert
- Working knowledge of reading and using schematics
- Experience in heavy trucks or other automotive required
- 1 year of supervisory / management experience