Responsibilities
- Engage in the site-level lean management system, including daily performance huddles, Gemba walks, root cause problem solving, and adherence to leader standard work.
- Monitor safety, quality, delivery, and cost metrics to enhance customer satisfaction and site profitability.
- Facilitate technician team meetings and escalate obstacles to the service manager or central support resources.
- Occasionally visit customers, support technicians, and follow up on field quality.
- Establish a safety culture and ensure compliance with all company safety policies, company policies, and best practices.
- Approve timesheets and work orders, and use the service platform to maintain accurate records of work performed and parts used.
- Dispatch and manage all work orders, and cross-level work among resources.
- Drive accountability for quality standards and ensure technician vans are well-maintained and inventory levels are appropriate.
- Manage the preventative maintenance program to meet company completion standards.
- Aggregate and escalate technician feedback to remove roadblocks for key customer service touchpoints.
- Conduct performance appraisals, training, and development activities for technicians, including promotions, salary increases, terminations, and disciplinary actions.
- Assist in determining technician staffing levels and support technician career development.
- Perform other duties as assigned.
Requirements
- Proven leadership experience with a strong track record of results.
- Excellent verbal and written communication skills.
- Ability to solve practical problems and handle a variety of concrete variables.
- Strong listening and presentation skills.
- Proficient in Microsoft Office (Word, Excel, Outlook, and PowerPoint).
- Desire and ability to learn and use auxiliary systems such as Salesforce, SAP, and ServiceMax.
Nice to Have
- Bachelor’s degree from a four-year college or university preferred, plus two to four years of related experience or training, or equivalent combination of education and experience.
- Experience in material handling or other service-oriented industries preferred.
- Experience with lean operating systems and continuous improvement preferred.
Benefits
- Great benefits
- Competitive salaries
- Opportunities for advancement
Work Arrangement
On-site
Other
- This job has supervisory responsibilities.
- While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear.
- The employee is frequently required to sit.
- The employee must frequently lift, carry, push, pull, and/or otherwise move up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
- While performing the duties of this job, depending on site location, the employee may be exposed to moving mechanical parts and equipment.
- The employee may occasionally be exposed to high, precarious places, fumes or airborne particles, outside weather conditions, and vibration.
- The employee may occasionally be exposed to wet and/or humid conditions, toxic or caustic chemicals, extreme cold, extreme heat, and risk of electrical shock.
- The noise level in some work environments is occasionally loud.
