Position Overview:
The Field Service Tech Shift Lead assists the Area Supervisor in providing technical and operational expertise, and champions best in class service, creating customer satisfaction. He or she will frequently be customer facing and empowered to represent the Company in this capacity. Assists in the efficient deployment of equipment, materials, and personnel to job sites with a focus of optimizing operations, costs and maximizing resources. Responsible delivery of Preventive Maintenance and Call Out/Repair within a specified sub-geographical area. Ensures that incoming and departing equipment is cared for properly and fully. The lead assists the supervisor in responsibility for the profitability of his/her assigned geography.
Responsibilities/ Job Duties:
- Champions service, health, safety, environmental policies, standards and process improvements.
- Assists in providing leadership and communication of company practices.
- Assists the supervisor in coordinating the deployment of equipment, materials and personnel to the job site at optimum utilization and minimum cost across one or more service delivery processes within a specified geographical area.
- Ensures that team performance is measured against all set metrics, develops plans for improvement where warranted.
- Compiles and conveys job-specific information to Field Service Technicians.
- Coordinates work with others to minimize equipment downtime and most effectively utilize resources.
- Evaluates direct reports and makes recommendations for technical and soft skills training.
- Implements, manages and communicates performance measures for area for responsibility.
- Assists the supervisor in implementation of budget, and operational standards and processes.
- Serves as a contact for customers and provides technical/operation expertise in response to customer inquiries.
- Assist supervisor with management reviews of measures with team; develops and executes action plans for improvement.
- Must be able to work with the team in developing improved work processes for the department
Qualifications:
- Exhibit strong customer service, interpersonal, coaching and leadership skills
- Basic competency using complete Microsoft Suite (Word, Excel, Outlook, PowerPoint, etc.) and PC skills
- Intermediate organizational, planning and scheduling, process management and negotiation skills
- Strong analytical abilities, mechanical aptitude combined and problem solving skills
- Good writing skills with technical subject matter and oral communication skills
- High school diploma or experience equivalent
- Specific industry knowledge and job experience
- Planning & Scheduling experience preferred
- 1+ years of experience in customer relations
- 3+ years of required technical experience
