Team Lead

2 weeks ago

Old Toronto, Canada Bluecrest Full time
Job Description

BlueCrest is a global, innovative leader in enterprise print, mail and customer communications. Our products include printers, inserters, sorters and parcel solutions—and a renewed commitment to innovative software and vote-by-mail solutions. We are proud to be an industry and market leader in the mail space. Although our manufacturing headquarters is based in Danbury, Connecticut, we are a global company with clients and team members in over 15 countries worldwide, including an expansive field service team comprised of over eight-hundred specialized field service technicians. Advancing our clients’ operations to meet the demands of the future takes a great team and hard work. We move quickly to creatively solve problems and implement change. Most of all we cherish our role as a trusted and innovative technology partner. We provide a supportive and inclusive working environment for employees where individuals can thrive, and teams can flourish. Our BlueCrest culture is reflected by our core behaviors: Innovation, Collaboration, Accountability, Resourcefulness and Enthusiasm (I CARE). It is with these behaviors in mind that we approach every customer, every idea, every product, and every employee, every day. It is the essence of how we interact and work—it’s how things get done at BlueCrest.

POSITION SUMMARY

The purpose of the team leader position is to assist in ensuring the flow of communication of all onsite/field processes. The position requires a positive attitude and commitment to excellence. Also requires good time management and strong communication lines with technicians, other team leads, technical support, supervisor, area manager, and clients. The team lead will be supported and directed by the supervisor and area manager. The team lead will distribute information and work practices amongst their team. Team leads will assign and delegate work responsibilities to team members, creating a proactive work environment. You will support onboarding of new employees, assess skill level of team members identifying training requirement, and help aid the development of GTA team and their knowledge base. Facilitate team building exercises, and individual or group appreciation such as but not limited to team lunches, and Star Awards. You will ensure parts usage is properly recorded, and accurate logs are made of all service interaction and shift events.

KEY RESPONSIBILITIES
  1. Team leads will meet with client shift leaders throughout the shift to build, strengthen and maintain strong customer relationships.
  2. The Team lead will discuss machine priority to help meet client deadlines.
  3. Schedule maintenance time, ensuring lowest impact possible to client job runs.
  4. Communicate and retain information of events on the floor, reporting to the supervisor, and area manager any excessive down time or unresolved issues through e-mail, phone, or face to face.
  5. The team lead will be responsible for the transfer of information of shift events to other team leads and GTA Blue Crest FST’s when necessary.
  6. With leadership skills and strong work ethic the team lead position will support, maintain, and improve a clean, safe, organized, and efficient work environment. Maintaining and updating WHIMS documentation as required.
  7. Manage and support daily activities of CSR’s working in a 7 x 24 environment and assist them in developing their diagnostic techniques and repair procedures.
  8. Maintain and manage 7x24 GTA West shift schedule, vacation, and sick time documentation for CSRs.
  9. Represent onsite technical support for first level of escalation to assist on site techs with technically challenging problems and unusual repairs.
  10. Provide technical expertise and advice to customers’ production floor management, project managers and customer service reps for the development of new applications, or to improve the performance and integrity of existing applications.
  11. Ensure that all applications, paper stock and envelopes meet Blue Crest and the customer’s specifications to achieve the highest rates of through put on the equipment.
  12. Provide front line service leadership to customers.
  13. Coordinate and support clients and team on a national level new projects that will affect satellite locations.
  14. Meet frequently with customer’s Services shift supervisors, department managers and/or customer service reps to discuss any problems or concerns.
  15. Monitor and collect machine data for customer presentations.
  16. Maintain a preventive maintenance schedule, coordinating equipment availability with customer management.
  17. Locate and order emergency parts that may be required to maintain up time objectives.
  18. Monitor and collect machine cycle counts as well as Time/Material invoicing to submit to Blue Crest Administrator for monthly bill processing.
  19. Work with Blue Crest sales account manager to maintain stability of account and promote new solutions when necessary.
QUALIFICATIONS
  • Strong communication and customer relations skills required.
  • Positive attitude and commitment to excellence.
  • Self-motivated with the ability to produce quality results.
  • A strong understanding of Blue Crest machinery and ability to research and use Blue Crest technical knowledge resources.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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