Vehicle Support Center Supervisor

Job Description

Job Description

Vehicle Support Center Supervisor

Location: Renton, WA
Shift: Monday-Friday, 1:00 PM-10:00 PM Pacific Time

Position Summary

Lead a high-performing technical support team within a 24/7/365 Vehicle Support Center environment. This role oversees a team of more than 20 specialists located across multiple support centers, driving operational excellence and helping maximize vehicle uptime for a nationwide dealer network.

The Supervisor is responsible for managing daily operations, monitoring key performance metrics, improving service quality, and leading continuous improvement initiatives. Success in this position requires strong leadership, technical aptitude, problem-solving abilities, and the ability to thrive in a fast-paced support environment.

Key Responsibilities

• Coach, mentor, and develop team members to maximize performance and maintain training, certification, and compliance requirements.
• Support onboarding, training, and career development programs for support center specialists.
• Monitor, evaluate, and report on daily, monthly, and annual performance metrics.
• Analyze operational trends and customer feedback to improve processes and service levels.
• Collaborate with cross-functional teams to resolve issues related to products, tools, systems, and documentation.
• Lead continuous improvement initiatives using data-driven decision making.
• Oversee the creation, review, and maintenance of knowledge base articles and standard work instructions.
• Partner with internal stakeholders to improve vehicle diagnostics, support processes, and technician efficiency.
• Conduct support center tours for customers and employees.

Qualifications

• Bachelor's degree in Engineering, Business, or a related field required; MBA preferred.
• 3+ years of related professional experience; prior supervisory experience preferred.
• Experience with powertrain diagnostics, vehicle diagnostics, and technical software support preferred.
• Strong technical aptitude with the ability to understand complex electrical and mechanical systems.
• Excellent verbal and written communication skills with the ability to work across all levels of an organization.
• Proven leadership, project management, and performance management skills.
• Advanced proficiency in Microsoft Word, Excel, and PowerPoint.
• Strong analytical skills with the ability to identify improvement opportunities and implement solutions.
• Comfortable working in a 24/7 operational environment with changing schedules and business needs.
• Experience with diagnostic and support systems preferred.
• Six Sigma process knowledge required.

Benefits

• Fully funded pension plan.
• Comprehensive paid time off, including vacation, holidays, and sick time.
• Tuition reimbursement.
• Medical, dental, and vision insurance.
• Flexible Spending Accounts (FSA) and Health Savings Account (HSA) options.
• Short-term and long-term disability coverage.
• Life and accidental death & dismemberment insurance.
• Employee Assistance Program (EAP), including wellness resources, financial counseling, and estate planning services.
• Holiday gift eligibility.
• 401(k) with company match.