Service Team Leader

Service Team Leader

Job Details

Responsible for Service customer account Leadership and execution of the Service business. Drives profitability & productivity of the team. Manages customer relationship development and satisfaction. Responsible for Service Technician work coordination.

• Sets and monitors goals for Service customer accounts.
• Drives T&M growth through Technicians and Team Leads.
• Leads the execution efforts of assigned Service business to include warranty-related customer issues.
• Responsible for procuring and mainlining fleet and tools inventory.
• Reviews and approves all T&M quotations.
• Responsible for budgeting, forecasting, accounts payables/receivables.
• Responsible for maintaining appropriate staffing levels to accommodate existing and new business needs.
• Responsible for safety compliance of field technicians.
• Prepares and delivers clear performance expectations, performance reviews and development plans for direct reports team.
• Audits the effectiveness of service operations and makes changes to improve performance. Ensures that contractual obligations are completed, and customer satisfaction is achieved.
• Drives operational review meetings, reviewing proposals and estimates for accuracy.
• Coaches on appropriate levels of operating and overhead expenses incurred in Service Operations.
• Together with the Sales, manages the appropriate assignment of customer accounts between service operations and the salesforce.
• Analyzes operations processes and provides recommendations for improvements.
• Delivers prompt, professional solutions for customer inquiries.

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