Service Team Lead
As pioneers and global leader, Hiab is ambitious to write forward our success story, inspiring and shaping our industry. The world in which we operate with our class-leading products, intelligent services and innovative digital solutions is constantly changing.
Salary ranges from $38.50-$39.50 per hour based on skills and experience.
You will be part of :
- Employees First way of life : all of us should experience Easiness, Empowerment and Excellence every day at work
- Comprehensive benefit package including; health, vision, dental, company-paid & voluntary life insurance upon first day of employment
- 401k program with 6% company match
- Personal time off and company-paid holidays
- Opportunities for career growth and competitive salary commensurate with experience
- Paid training
- Boot allowance
- Company mentoring program
- Tuition reimbursement for job-related continued education
- Referral Program
- You may also be provided with a company cell phone, laptop and / or credit card, all to be used for the purpose of conducting company business
Purpose of the position :
The purpose of the role is to supervise the coordination of Technicians for the delivery of service. Serve as a primary contact for customer calls for maintenance and repair. Be responsible for service orders throughout the service delivery process from creation / scheduling to closure.
Main tasks and responsibilities :
Provide first point of contact to customers / visitors / callersHandle and schedule inbound service appointmentsAchieve timeliness in response to customer requests and Hiab service quality expectationsTroubleshoot customer issues to determine service level required for proper resolutionHandle and schedule planned maintenance and contractual appointments with customers ensuring Technicians are effectively utilized and resource leveling within assigned areaCreate estimates for customers review estimates greater than $5,000 with District Service ManagerEnsure compliance with customer approval requirementsMonitor open orders ensuring timely completion and closure of service appointments by techniciansBe the initial contact for service complaints and route to the proper party for resolutionQuality control check for completed work orders prior to invoicingFollow proper reporting procedures to ensure compliance with planned and contractual maintenance eventsUpdate partner functions and customer / equipment dataManage DOT hours of service for Technicians under purviewProtect self and others by following applicable safety rules, agreed working practices and environmental requirements. Alerting the District Manager of any safety concernsWork closely with Service Support to ensure maintenance plans are kept on scheduleVerifying required parts have been delivered to Field TechniciansSupport District Manager and technicians in planning of fleet maintenance and management of service vehiclesParticipate in continuous improvement of systems and processes by providing feedback and be actively involved in implementation of Hiab improvement programs (Safety, Salesforce, SOPs, etc.)Up to 10% travel requiredOther duties, as assignedWhat you'll need to succeed :
Education :
High School diploma or equivalent requiredWorking experience :
3+ years of dispatching experience preferred5+ years of customer service experience preferredSkills and competencies :
Ability to obtain and maintain a 1-year DOT Medical Card is required for this positionExperience using Salesforce and SAP preferredPossess strong organizational skillsHigh attention to detailWorking knowledge of applicable regulationsQuick and confident with decision makingMust have a working knowledge of the geographical area in which you are coveringWorking knowledge of DOT hours of serviceCan handle multiple duties with good time managementHighly customer service oriented as well as a good leader to the teamCan troubleshoot equipment issues with basic technical knowledgeAble to develop a professional rapport with both customers and techniciansPersonal attributes or qualities :
High energyExcellent oral and written communication skillsStrategic thought process that delivers resultsService and customer focusedInterested to join?
If you are excited about this opportunity, please submit your Resume / CV today for consideration!
HIAB USA is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other legally protected characteristic. All employment decisions, including recruitment, hiring, and training, are based on merit, qualifications, and business needs. #LI-ONSITE