Senior Service Support Supervisor

Service Support Supervisor

Reports to : Executive Director of Facilities

Job Purpose

The Service Support Supervisor is a strategic leadership role responsible for sourcing and managing external service providers across all trades and geographic footprints in which the fleet operates. This individual will negotiate competitive service rates, ensure high-quality services, and secure applicable discounts to improve third-party service delivery to stores while reducing costs.

The role will spearhead monthly vendor reviews, manufacturer reviews, and negotiations with both manufacturers and service providers. Additionally, the position monitors part purchasing and invoicing of outsourced services to ensure accuracy, efficiency, and alignment with cost reduction goals.

The Service Support Supervisor will also act as a point person for Operations training on key maintenance subjects, enhancing daily upkeep and preventing asset failures. Leveraging data from the work order management system, this role will identify and address recurring themes around asset issues, geographic problem areas, and new store concerns to drive continuous improvement across the facilities portfolio.

Essential Functions

Vendor & Relationship Management

Source, select, and manage external service providers across all trades and geographic regions.

Negotiate agreements ensuring competitive rates, quality service, and applicable discounts.

Spearhead monthly vendor reviews, manufacturer reviews, and negotiations.

Collaborate with vendors and manufacturers to implement cost savings and service improvements.

Financial Oversight

Monitor and validate part purchasing and invoicing for outsourced services.

Ensure accuracy of vendor billing against contractual agreements.

Identify opportunities for cost reduction and streamlined financial processes.

Training & Development Support

Serve as the point person for Operations training on key maintenance subjects.

Develop and lead training programs aimed at enhancing upkeep and preventing asset failures.

Collaborate with internal teams to ensure operational knowledge transfer.

Work Order System & Data Utilization

Leverage work order management system data to identify asset-related issues, recurring area concerns, and new store challenges.

Provide actionable insights to address recurring problems and drive continuous improvement.

Track and report on trends to guide proactive service strategies.

Strategic Leadership & Collaboration

Provide strategic reporting and insights to the Executive Director of Facilities.

Align service support strategy with broader organizational goals.

Foster a culture of continuous improvement and customer-first service delivery.

Qualifications

Required

Proven experience sourcing, managing, and negotiating with external service providers.

Strong communication, negotiation, and vendor relationship management skills.

Analytical skills with experience using work order or data management systems.

Background in vendor management, facilities operations, or related service supervision role.

Ability to manage competing priorities in a fast-paced environment.

Preferred

3+ years of leadership experience, preferably leading teams in facilities or multi site operations. Vendor management experience and / or service supervision experience a plus.

Experience working with maintenance trades, service providers, or manufacturers.

Knowledge of regional and national service area logistics.