Technical Team Leader

7 months ago

London, Canada Rite-Hite Full time

Job Category:
Production & Skilled Trades

Schedule:
Full time

**Job Description**:

- Description
- To exceed customer expectations for all Service Zone product installations and/or service activities through the effective performance and, where required, supervision of installations, repair, or other service work. These tasks may be accomplished individually or through successful on-site supervision and training of Service Technicians, Installers, and/or subcontractors to enhance their competency in working with a variety of loading dock and in-plant equipment. Additionally, this position will provide technical assistance to the district sales force as required.
- May be responsible for supervising the activities of the Service Zone Service/Installation Technicians as well as providing direct labor assistance on required projects. As a general rule, the incumbent should maintain an Active to Paid Ratio of at least 70% minimum.
- The position will maintain a high level of customer satisfaction through effective quality leadership of assigned district service/installation projects. This involves installing, repairing, and servicing in a timely manner all equipment sold by and into the district as well as repair and service of competitive equipment through the district Planned Maintenance Program. All service activities will be conducted with the goal of exceeding our customers' expectations.
- The incumbent will work closely with the District Service Manager and Installation Manager in the implementation of programs that will improve safety on the job. The incumbent will be responsible for taking a proactive approach to safety management at the Zone level by providing safety training, periodic inspections of equipment, conducting safety audits, and by generally promoting a safe work environment. Regular safety meetings are to be conducted with service personnel so that safety concerns may be openly discussed. The incumbent will also be responsible for ensuring all day to day service and installation activities within the Service Zone comply with Arbon safety standards.
- The incumbent is responsible for instilling a team atmosphere among the members of the service department and across functional lines. The incumbent will work in concert with the District Service Manager and Installation Manager in developing and implementing strategies that will maximize synergies between functions and promote teamwork.
- This position will be responsible for working with the Service Coordinators and Installation Coordinators to ensure the efficient scheduling of all installation, repair, and service work in the Zone, resulting in maximizing service profit while exceeding customer expectations for timely service.
- The incumbent will audit subcontractor performance to verify that any work that is subcontracted exceeds the customer's expectations, and will work with the District Service Manager in resolving problems with subcontractors.
- The incumbent will be responsible for identifying instances in which Arbon Equipment Corporation did not exceed customer expectations from a service standpoint and will work in concert with that customer to remedy the situation. The incumbent will be responsible for identifying recurring service problems and will work with customers, employees, and subcontractors to correct the problems.
- This position will work with the District Service Manager and Installation Manager to establish proper inventory levels for service vehicles and warehouses within the Zone so the technicians will have the product on hand to timely meet the customer's demands while minimizing the cost of goods held in inventory. The incumbent will work with the Zone Technicians to assure these inventory levels are maintained within acceptable parameters. Additionally, the incumbent will conduct periodic physical inventory counts to ensure the integrity of Arbon's inventory values.
- The incumbent is responsible for the training of the Zone Service Technicians and subcontractors, resulting in an enhancement of skills. The incumbent is required to spend a minimum of one day each quarter with each of his or her Zone Technicians. Additionally, the incumbent will train the Zone service team and subcontractors in Arbon's philosophy of exceeding customer expectations and will train employees in proper customer service skills.
- This position serves as a resource to the sales staff by assisting with the technical aspects of sales. This position will also serve as the point person for any customer or Zone Technician having a technical question on our product, a service related question, or an installation concern.
- This position is responsible for monitoring and identifying performance problems in service personnel and for taking a proactive approach to correcting negative behaviors.
- “Occasional (under 10% annually) domestic overnight travel may be required for training, supporting customers at other offices, etc. may be req

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