Manager of Mechanical Support

Req ID: 486288

Welcome to Love's! Our Tire Care Office Support Department is seeking a Manager of Mechanical Support Operations to provide strategic leadership for the Mechanical Support Department. This role oversees roadside dispatch operations, warranty claims administration, customer service, and operational performance. The Manager is responsible for developing supervisors and team members, promoting continuous improvement, achieving departmental KPIs, and delivering exceptional support to customers, national accounts, Shop Connect partners, and field operations.

The Manager collaborates with internal departments and external service partners to improve efficiency, maximize warranty recovery, and deliver industry-leading service.

Job Functions:

• Lead, coach, and develop Mechanical Support Supervisors and their teams.
• Establish departmental goals, KPIs, and performance standards aligned with company objectives.
• Ensure consistent delivery of exceptional customer service while meeting service level expectations.
• Oversee daily operations, including staffing, scheduling, workload management, and dispatch performance.
• Monitor operational metrics, identify trends, and implement process improvements that increase efficiency and customer satisfaction.
• Partner with Operations, Tire Care, Truck Care, Roadside, IT, Accounting, Sales, National Accounts, Shop Connect, and external vendors to improve operational performance.
• Manage quality assurance programs, employee coaching, performance evaluations, and leadership development.
• Develop succession plans and cultivate future leaders within the department.
• Oversee departmental budgets, technology initiatives, and operational resources.
• Ensure compliance with company policies, safety standards, and operational procedures.
• Lead implementation of new technologies, automation, and AI-driven solutions to improve productivity.
• Resolve complex customer and operational escalations.
• Prepare operational reports and communicate performance results to leadership.
• Lead cross-functional projects that support company growth and operational excellence.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
• Oversee warranty claims administration, ensuring timely, accurate, and compliant processing while maximizing reimbursement opportunities.
• Monitor warranty performance, analyze trends, maintain documentation standards, and implement improvements that enhance claim accuracy and recovery.
• Perform other duties as assigned.

Experience and Qualifications:

• High School Diploma or equivalent required.
• Bachelor's degree in Business Administration, Operations Management, Automotive Technology, or a related field preferred.

• 5–7 years of experience in automotive, truck service, roadside assistance, fleet maintenance, or mechanical support operations.
• 3–5 years of progressive leadership experience managing supervisors or multiple teams.
• Experience leading customer service or contact center operations preferred.
• Experience administering warranty programs or warranty claims processing preferred.
• Knowledge of commercial vehicle, diesel, tire, roadside, or vendor warranty programs preferred.
• Experience implementing operational improvements and technology solutions.

Skills

• Technical Skills
  • Microsoft Office Suite (Excel, Word, PowerPoint)
  • Customer Relationship Management (CRM) systems
  • Workforce Management software
  • Dispatch and roadside management systems
  • Warranty management systems
  • Reporting, analytics, and KPI development
  • Claims administration and vendor compliance

• Leadership Skills
  • Strategic planning
  • Coaching and mentoring
  • Performance management
  • Change management
  • Conflict resolution
  • Project management
  • Team development
  • Continuous improvement

• Professional Skills
  • Excellent verbal and written communication
  • Strong customer focus
  • Analytical and problem-solving abilities
  • Organizational and time management skills
  • Ability to prioritize in a fast-paced environment
  • Professionalism, integrity, and collaboration

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Service Level Achievement
• Dispatch Response Time
• First Call Resolution (FCR)
• Quality Assurance Scores
• Employee Engagement and Retention
• Operational Efficiency
• Budget Performance
• Warranty Claim Accuracy
• Warranty Approval Rate
• Warranty Recovery
• Claim Processing Time
• Escalation Resolution

Leadership Expectations

• Lead with integrity and accountability.
• Develop high-performing leaders and teams.
• Promote a culture of customer service excellence.
• Drive innovation and continuous improvement.
• Make data-driven business decisions.
• Build strong cross-functional partnerships.
• Ensure consistency, accountability, and operational excellence throughout the department.

Typical Physical Demands

• Prolonged sitting while working at a computer.
• Frequent use of keyboard, mouse, and telephone.
• Occasional standing, walking, bending, and lifting up to 25 pounds.
• Occasional evening, weekend, or holiday work as business needs require.

Our Culture: 

Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture.

Love's is an Equal Opportunity Employer. Veterans encouraged to apply.