Full job description JOB SUMMARY: The Service Team Leader is a working leader who empowers the service team to meet company standards and expectations. (S)He works on improving processes, developing people, and holding everyone accountable to the same standards. This role should ensure rapid, value-added responses to our customers, 5-day RGA turnarounds, excellent customer service, technical competence of team, and the highest quality of aftermarket support.
The Service Team Leader should practice extreme ownership with his or her team, holding them accountable for performing and managing incoming work thru and , generating revenue growth, ensuring the quality of each members work, reporting to the Inside Sales Leader on team metrics, and championing new tools and processes as they are rolled out.
If you believe you're a great leader of people and know how to provide a gold standard customer experience, then please attach a cover letter (8-10 sentences) answering the following question: What knowledge or experience makes you believe you could lead a team to successfully meet customer needs while also growing?
ESSENTIAL Responsibilities :
Focus on Company Results at Service Level: 5 Day RGA Turnaround, 30-day scrap Rapid, value-added responses to customers Ability to evaluate units and identify failure modes. Warranty return goal: 6S for all team members – Shop and office Metrics defined with ISL: Tracked, visible. Drive: Gold standard customer service and aftermarket support A culture of accountability and GAS High team engagement High team performance People Development: Grow team Embrace STOBERU, coaching, mentoring, and other development opportunities for employees 100% curriculum/career path established for every employee with HR assistance Provide leadership for problem resolution Empower team members to make decisions Provide excellent training and support to new hires to ultimately provide the best customer experience Personal Skills: Leadership and Management Coordinate RGA's with inside and outside sales, managing capacity appropriately to meet team metrics Manage capacity to meet demand (headcount), OT, vacation, and travel within service Drive POD member engagement: Execute sales strategy Standard Operating Procedure (SOP) development and accountability Hold team accountable to company policies and clearly define expectations for each team member Teamwork and customer experience understanding Intimately work with Regional Managers, Reps, and Inside Sales to best serve the customer for aftermarket support. CRM expert, adoption throughout team Customers – Outside (RM's, Reps)/Inside Sales, OEM's, distributors, End Users 1 hour follow up communication to all received emails/phone calls. Exceptional responsiveness, communication, and relationship building. Self-Development Proficient in Leadership tools, especially TL, implement regularly Run, Improve, Grow theory – Practice daily. 50% run max, 50% improve and grow team A focus on leading. Learning formalized: Leadership, Interpersonal, Technical, STOBER policies, etc. Personal Characteristics Strong leadership skills and ability to multitask, quickly learn computer software. EXCELLENT communications skills, both written and verbal as required Strong analytical, numerical, and reasoning abilities. Excellent at teamwork, asserting self tactfully Good interpersonal skills. Ability to get along with many diverse personalities in challenging situations, while presenting a courteous, professional demeanor. Ability to establish credibility and be decisive. Results oriented with a high level of initiative. Education/Experience: BS Degree or equivalent experience Leadership experience a plus Communication and computer skills essential Project management a plus
