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Full-time
Posted 59d ago
~40 hrs/week
Responsibilities
The RTOC Supervisor oversees the real-time execution and governance of maintenance SLAs across a retail fuel network to ensure system uptime and regulatory compliance. This role leads a 24/7 team to triage, dispatch, and resolve maintenance events while optimizing vendor and technician capacity.
Requirements
Candidates need over 5 years of experience in maintenance operations, preferably in multi-site retail fuel, and prior supervisory experience in a dispatch or control center environment. Technical proficiency in fuel systems, HVAC, electrical infrastructure, and CMMS platforms is required.
Full job description
Company Overview:
Welcome to Timewise! Shell Mobility & Convenience proudly operates over 200 Timewise convenience stores and Shell gas stations in Texas and New Mexico. Our friendly team provides great customer service while supporting our employees with growth opportunities. Shell Mobility & Convenience is based in Houston, Texas and became part of the Shell Group in 2022. Join our friendly and hard-working Timewise family!
Position Summary
The RTOC Supervisor is responsible for the real-time execution, oversight, and governance of Maintenance Service Level Agreements (SLAs) across the retail fuel network. This role ensures maintenance events are efficiently triaged, dispatched, and resolved within defined SLA targets to maintain system uptime, regulatory compliance, and customer experience.
As the central control point for maintenance operations, the Supervisor leads the RTOC team while coordinating field technicians, vendors, and internal stakeholders. The role functions as a scalable operations control tower, enabling network growth without proportional increases in cost or headcount.
Core Responsibilities
SLA Governance & Performance
Own and enforce SLA compliance across all asset classes, including fuel systems, POS, HVAC, lighting, and critical infrastructure
Monitor and drive performance across response time, dispatch time, and resolution SLAs
Track equipment uptime and manage backlog aging
Act as escalation authority for SLA exceptions and high-impact incidents
Real-Time Monitoring & Dispatch
Oversee real-time system monitoring (CMMS, SCADA, and alerting platforms)
Prioritize and dispatch work based on severity, business impact, and SLA commitments
Coordinate internal teams and third-party vendors to ensure timely resolution
Support call handling and escalation management during peak demand periods
Throughput Management & Scalability
Manage work order throughput using structured queue management and prioritization
Optimize technician and vendor capacity through load balancing and routing efficiency
Identify and remove bottlenecks across dispatch, response, and resolution cycles
Implement scalable processes such as tiered triage, automation, and standardized playbooks to support network expansion
Leadership & Workforce Management
Lead a 24/7 RTOC team operating across rotating shifts
Establish performance expectations aligned to SLA adherence and productivity
Train team members on maintenance workflows, escalation protocols, and systems
Align staffing models and shift coverage with workload demand and network scale
Performance Reporting & Continuous Improvement
Track and report KPIs including SLA compliance, MTTR, backlog, and asset uptime
Deliver performance insights and reporting to leadership
Identify recurring failure trends and drive preventive maintenance strategies
Ensure accuracy and completeness of work order and incident records
Stakeholder Coordination & Escalation
Serve as the primary escalation point during operational disruptions
Coordinate with operations, site management, and compliance teams
Lead communication and response during critical incidents, including equipment failures and environmental risks
Qualifications
5+ years of experience in maintenance operations (multi-site retail fuel or similar preferred)
Prior supervisory experience in dispatch, control center, or operations environments
Strong technical knowledge of fuel systems, electrical, HVAC, and facilities infrastructure
Proven experience managing SLA-driven operations at scale
Proficiency with CMMS and monitoring platforms
Success Measures
Achieve ≥95% SLA compliance across critical maintenance categories
Reduce mean time to repair (MTTR) and maintain a controlled work order backlog
Maintain high asset uptime across fuel and store systems
Enable scalable RTOC operations that support network growth without proportional cost increases
Related keywords
SLACMMSSCADAMTTRRetail FuelMaintenance OperationsControl TowerAsset UptimeDispatchWork Order ManagementPreventive MaintenanceInfrastructureHVACPOSFuel SystemsLoad Balancing
Managing 200+ Shell stations & Timewise stores across the country! Join our team today.
Industry
Retail
Company size
1,001-5,000 employees
Founded
2008
Headquarters
Houston, Texas
LinkedIn followers
2,588
Welcome to Timewise!
Shell Mobility and Convenience USA proudly operates over 200 Timewise convenience stores and Shell gas stations in Texas and New Mexico. Our friendly team provides great customer service while supporting our employees with growth opportunities. Shell Mobility and Convenience USA (previously known as Texas Petroleum Group) is based in Houston and became part of the Shell Group in 2022.
Apply today and join our friendly and hard-working Timewise family!
Offices: Houston, Texas, US
Consumer GoodsFuelTransportationLogisticsOil and GasRetailAutomotiveEnergySupply Chain ManagementWholesale
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