Service Operations Supervisor

Published 2024/02/01

Virginia Beach, VA


North America

Type of Contract
Full time job – Permanent

Studies level
Bachelor’s degree

Experience required
5 years


Provide leadership and supervision to cross-functional teams for all aftersales activities within Haulotte North America. Develop and Implement quality control processes to ensure the highest level of customer satisfaction for products and services offered to internal/external customers with the goal of reducing the overall cost of quality. Act as the quality liaison between the subsidiary and Haulotte’s global manufacturing facilities, proactively provide feedback to the Quality Managers and follow up through action items regarding quality, warranty, and recall campaigns. Strong focus on continuous improvement and implementation of correct actions including processes, documentation, and efficiency improvements. Ensure shipping the highest level of quality equipment to North American Customers possible from Haulotte North America locations & Partner locations.


Essential functions

  • Collaborate with Quality Managers within Haulotte globally by sharing information on failure modes and driving a process to improve overall quality of products.
  • Track and report quality defects during daily/weekly quality meetings in the factory as well as in monthly reports at Haulotte North America
  • Regularly communicate defect reports and corrective actions with Key Accounts and visit customer locations as required.
  • Continually work to improve documentation accuracy with manufacturing facilities and internal teams.
  • Apply problem-solving methodologies on site to ensure the effectiveness of internal action plans are followed.
  • Create/utilize typical quality control documents such as Pareto Charts, 5-Why, 8D, Fishbone tools for gathering, analyze, and report finding to management.
  • Monitoring the effectiveness of control procedures at every stage of product processing: controls through sampling parts received, work in progress and finished products.
  • Monitor internal warranty defects on products received from global Haulotte facilities, ensure proper submittal of required documents to the factory.
  • Blocking shipments if he/she believes that quality commitments are no longer being met.
  • Ensure the warranty department processes warranty claims timely and correctly back to the factories to meet KPI requirements.
  • Ensure customer warranty claims are processed within Haulotte warranty policy guidelines.
  • Strong focus on achieving a high-level of successful recall campaign completions.
  • Manage and drive continuous improvement activities.
  • Measuring and reporting of monthly department KPI’s.

Job responsability

  • Ensure a safe work environment for all employees through training and enforcement of policies.
  • Supervise multiple cross-functional departments to ensure the highest level of customer satisfaction.
  • Responsibility for the overall quality of the receipt and distribution of Haulotte products for Haulotte North America facilities.
  • Ensure products meet consumer expectations prior to delivery through the oversight of the Workshop Department & third-party subcontractors while meeting scheduled priorities and on-time shipments.
  • Oversight of the Technical Campaigns Team - Process and close outstanding recall/safety campaigns timely and according to budget. Track open campaigns and report progress.
  • Provide leadership to the Warranty Department to ensure warranty claims are processed and closed quickly and accurately, both to the Customer and to the factory, without financial loss to the Service Department P&L.
  • Collect data of all failure modes and report finding through reports and presentations to internal & external teams.
  • Communicate with Key Accounts to receive feedback on defects found in the field and review warranty related topics. Prepare reports/dashboards to review all warranty claims as needed.
  •  Continuous Improvement – Work to continually find and improve processes, procedures, and documentation accuracy.
  •  Analysis, critical-thinking and problem-solving skills to review systems, find defects/deficiencies and propose solutions.
  • Provide quality reports to management and factory Quality Managers within Haulotte.
  • Report KPI’s monthly to the Customer Service Operations Manager
  • Other duties as assigned.

Job requirements


  • Bachelor’s degree.
  • Technical experience on support equipment/manufacturing processes (mechanical maintenance on construction equipment preferred).

Skills and Abilities:

  • Quality Management Systems & tools associated with tracking, measuring, and reporting defects.
  • Computer skills – ability to navigate through ERP systems, Microsoft Office, and manage multiple software platforms on different monitors.
  • Advanced MS Excel functionality - Advanced MS Excel skills including creating; Pareto charts, charts, graphs, pivot charts & tables, VLOOKUP, and other advanced formulas to analyze and report datasets to management and Quality Managers.
  • Technical knowledge (electrical, mechanical, hydraulic, electronic)
  • Customer service skills – conflict resolution, defusing situation, customer empathy
  • Communication skills – professional verbal and written.
  • Ownership in solving customer concerns – ensure that the customer’s problem is solved.
  • Ability to read schematics (e.g., hydraulic, electric, and electronic) and exploded diagrams.
  • Attention to detail.
  • Time management
  • Data analysis
  • Six-Sigma or ASQ certification


Combined 5 years of Quality Management Systems, Operational Management (manufacturing environment), Quality Systems, Continuous Improvement.
**Haulotte US Inc is an EEO organization**

The Recruiting Process


I submit my application and I am contacted by the HR team


I meet or do a video call with HR


I have an in-person interview with the Executive Managing Director for the Americas


I start the Haulotte adventure