Production Process Supervisor - Service Center

Job Overview

Works as a valued member of the XL Specialized Trailers team to support and lead Service Center operations by coordinating workflow, supervising personnel, managing schedules and priorities, supporting customer needs, and ensuring quality, safety, efficiency, and service performance goals are achieved.

This position works closely with Customer Support leadership to manage changing priorities, support customer expectations, and maintain efficient Service Center operations in a fast-paced environment.

Essential Duties and Responsibilities

1. Lead the Service Center team by setting expectations; planning, monitoring, and appraising results; coaching and counseling employees; and administering disciplinary actions with proper documentation.


2. Manage and maintain the daily Service Center schedule based on priorities established by Customer Support leadership, while remaining highly flexible to changing business and customer needs.


3. Coordinate closely with Customer Support, Parts, Warranty, Engineering, and Production teams to ensure efficient communication, workflow, and customer support.


4. Schedule and assign technicians and resources to maximize efficiency, responsiveness, quality, and revenue performance.


5. Support Service Center revenue goals by managing labor utilization, schedule efficiency, throughput, and overall operational performance.


6. Handle customer drop-ins, urgent service situations, and unforeseen operational needs with professionalism and urgency.


7. Complete thorough incoming and outgoing trailer inspections, including detailed documentation through photographs and video, to support quality standards, service accuracy, and clear customer communication.


8. Support quality-related activities and assist with investigations, repairs, inspections, rework, and other operational priorities as needed.


9. Monitor workflow, repair progress, technician productivity, and schedule attainment; adjust priorities and resources as needed throughout the day.


10. Maintain product and service quality by establishing, monitoring, and enforcing standards and supporting corrective and preventive actions.


11. Recruit, onboard, train, and develop employees while promoting teamwork, accountability, and continuous improvement.


12. Maintain a safe, clean, and organized work environment by complying with safety rules and 5S standards.


13. Administer payroll and timekeeping functions for assigned staff, ensuring accuracy and compliance with company policies.


14. Conduct employee performance reviews (probationary, annual, and as needed) and maintain appropriate documentation.


15. Manage employee relations, including coaching, disciplinary actions, investigations, and follow-through consistent with company policy.


16. Provide operational information by compiling, analyzing, and communicating Service Center performance metrics, scheduling concerns, and operational updates.


17. Contribute to continuous improvement efforts by identifying process improvements, operational efficiencies, and customer service enhancements.


18. Contribute to team goals by performing related duties as needed and supporting overall Customer Support and Service Center operations.

Ancillary Duties

1. Lead and participate in continuous improvement initiatives, including Lean, 5S, and process improvement activities.


2. Assist with special projects, customer support initiatives, and operational needs as assigned.


3. Perform other duties as necessary to support Service Center and company operations.

Supervisory Responsibilities

Direct supervision of assigned Service Center employees.

Supervision Received

Works under general supervision and is responsible for independently executing assignments, managing daily priorities, and keeping leadership informed of progress, concerns, and operational impacts.

Education and Experience

1. High school diploma or GED required.


2. Five (5) years of manufacturing, service, or heavy equipment/trailer industry experience preferred.


3. Prior leadership or supervisory experience preferred.

Essential Skills and Experience

1. Proven leadership skills and ability to drive results through teamwork and accountability.


2. Strong organizational skills with the ability to manage multiple changing priorities in a fast-paced environment.


3. Excellent communication and interpersonal skills.


4. Strong customer service mindset with the ability to professionally handle difficult or urgent situations.


5. Functional problem-solving and decision-making abilities.


6. Ability to adapt quickly and remain highly flexible with operational demands and shifting priorities.


7. Proficiency with computer systems including ERP systems, scheduling systems, payroll/timekeeping, and Microsoft Office.


8. Commitment to safety, quality, teamwork, and continuous improvement.

Physical Demands

1. Occasional walking, sitting, climbing, reaching, stooping, kneeling, crouching, or crawling.


2. Ability to routinely lift 25 lbs., occasionally up to 50 lbs., and move up to 100 lbs.

Work Environment

Primarily indoors in a Service Center and manufacturing environment with exposure to noise, moving equipment, industrial materials, and varying operational conditions. PPE required as necessary.