Supervisor, Collision Repair
Wheels

Job Info

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Job Description:

Supervisor, Collision Repair

JOB OVERVIEW

The role of the Collision Repair Supervisor is to manage a variety of activities around people management, auto claims management, problem resolution, and workflow management. The Collision Repair supervisor is responsible for the team's optimal performance and level of accuracy associated with the completion of multiple transactions for Collision Services. Additionally, this supervisor will support Collision Services by always focusing on the performance, knowledge, and quality associated with the client's expectations and employee's development. Supervising a team of technical experts and support teams (Non Drive and Follow up positions), the supervisor will be responsible for ensuring that each staff member is contributing and performing at a level that allows the department to deliver the appropriate service and a quality experience to our clients and their drivers. This consists of negotiating timely and cost effective repairs that meet our client expectations and also strengthens our vendor relationships while achieving product key service delivery performance indicators (KPIs)

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Business Process Support

• Support/develop/improve day to day processes in Collision Services

• Assist Repair Specialists to resolve problems and make decisions

• Answer policy and process questions

• Answer questions around systems and tools

• Help evaluate existing systems and tools and plan for future

• Lead improvement initiatives and be skilled in change management

• Transaction Management

• Exhibit "expert" level familiarity with Collision Services processes, policies and procedures

• Exhibit "expert" level familiarity with Collision Services clients & vendors

• Exhibit "expert" level familiarity with Collision Services systems & tools

• Respond to fleet, driver and vendor inquiries within department standards

• Handle escalated issues to resolution

• Performance Measurement

• Gather and analyze performance data including customer satisfaction & KPIs

• Prepare reports that show performance and trends over time

• Prepare reports that demonstrate performance results against standards

• Set employee goals/objectives and report accordingly

• Support the financial objectives of Collision Services, including budget and cost effectiveness

• Manage and communicate performance results and goals to the group

• Participate in benchmarking activities to understand the processes and quality performance levels of other operations

• Hire and/or terminate employees.

• Work flexible schedule as the department dictates.

• Other

• Act as a liaison to other business partners, internal departments and vendors for the operation

• Support special projects for process or system improvements

• Other duties as assigned

LEADERSHIP RESPONSIBILITIES

Number of Direct Reports 15+

Leadership Responsibilities Strategy

• Supervise a group of mechanical personnel

• Implement corrective action procedures when required

• Manage and ensure schedule adherence

• Monitor attendance and take corrective when necessary

• Manage departmental turnover to meet staffing requirements

• Directly supervise a group of technical employees in Collision Services.

• Carry out supervisory responsibilities in accordance with organization's policies and procedures.

COMPETENCIES - SKILLS

• Observes high level of confidentiality

• Strong customer service skills

• Workforce management tool knowledge preferred

• Organized and detail oriented

• Ability to handle multiple priorities and high volume of work

• Team player

• Project management capabilities

EDUCATION AND EXPERIENCE

• 3-5 years supervisory experience in Claims Management, TPA or equivalent operations

• 1 year of leadership experience

• 3 or more years experience in the automotive/insurance industry

• I-CAR Platinum and/or ASE Master Tech in Body

• College degree preferred

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: This position is Hybrid in Illinois and operates in a professional office environment.

Positions Type/Standard Schedule: This is a full-time position, Monday through Friday.

Travel: Minimal travel required for this position for meetings with clients, vendors, training, or conventions. Less than 10%.

Physical Demands: Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.

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