Service Lead

Job Description

AIRCLEAN^® SYSTEMS

Job Title:  AirClean Service Lead    

Department:  Service

Written By:  Key Winkler and Mark Leath

Approved By:  Mark Leath

The Service Lead is a critical member in the overall success of the organization. The Service Lead manages a team of service technicians and service assistants.  The role ensures both internal and external customer satisfaction by maintaining the highest level of service with speed and quality.  The Service Lead is responsible for overseeing all aspects of service including scheduling service technicians for service visits, maintaining adequate telephone coverage for service calls and monitoring the service technician’s performance.  In addition to managing the service team, the Service Lead provides technical support to customers via phone, email and other necessary forms of communication, up to and including onsite visits for both AirClean Systems and Mystaire. customers and products. Utilizing training, experience and through communication with other departments within AirClean Systems and Mystaire, you will resolve customer issues and provide documentation of these issues. The information provided from these issues will assist in future product improvement and development. 

Essential Tasks, Duties, and Responsibilities:

Job responsibilities include, but are not limited to:

• Manages team of service technicians and service assistants.
• Receives and resolves external customer generated telephonic, e-mail and in-person technical service and repair issues related to customer equipment.   
• Creates service documents and assists in maintaining the files and database of all customer-owned equipment.
• Issues and tracks customer RMA's through the use of our ERP system.
• Assists in the attainment of high level customer feedback, complies with quality standards, and executes service plans.
• Maintains accountability-of and accurate inventories-for AirClean Systems equipment and spare-parts.
• Performs service work on and assists in the installation of customer-owned equipment at off-site work locations within the United States. 
• Ensures service requests are closed out within 30 days from opening.
• Ensures warranty issues are given urgent attention.
• Works with engineering to create and maintain troubleshooting guides.
• Provides well-documented weekly service report to Service Manager.
• Provides service reports detailing trends when requested.
• Participates in the corrective action process to determine service issue root causes.
• Collaborates with Sales, Operations, Engineering, Purchasing and Customer Service departments to ensure successful coordination with service activities.

Reasonable accommodations may be made to enable individuals with disabilities to perform the job duties. 

Minimum Qualifications

• Associates Degree from accredited college or university or equivalent  
• 2 years of service within a technical service environment  
• 1 years of management experience
• Strong verbal, interpersonal, and oral communication skills with effective writing and graphical skills
• High level of computer proficiency including MS Office Suite, Word, Excel and CRM/ERP business systems applications
• High level of customer service and satisfaction skills

Preferred Qualifications 

• Applicable device, IT, or Electrical Industry Professional Certification(s)
• Certification experience
• Ductless fume hood experience 

Accountabilities
 

• Errors and mistakes are kept to a minimum because follow-up review is completed 
• Foster a team environment between engineering, management, production and marketing to ensure corporate goals are achieved
• Develop and maintain a creative environment for new ideas and inventions
• Exceptional customer service is provided
• Accurate and proper repair advice is provided
• When required to travel, meet all travel deadlines
• Complete repairs in a timely, professional and competent manner

Location

This position will be based at our Creedmoor, NC headquarters.

Terms of Employment

This is a full-time, salaried, exempt position.   

Hours

The general hours shall be 8:00am to 5:00pm with an hour for lunch.

Work Environment

While performing the duties of this job, the employee may be exposed to moving mechanical parts and various electrical components.  Work is regularly performed in a combination of office and warehouse environments, but can also consist of onsite visits to hospitals, laboratory, and law enforcement facilities. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The employee is frequently required to sit, stand, and/or walk.  The employee is occasionally required to climb, stoop, kneel, crouch or crawl, and reach with arms or hands.  The employee must occasionally lift, carry, push or pull up to 100 pounds.  

Travel

Travel up to 50% of employee working hours may be required.

Benefits

Compensation package includes health insurance, dental insurance, vision insurance, short term disability, Teladoc and life insurance following an introductory period.  The company off a 401K (both traditional and Roth options) plan with employer contribution. The company also offers paid time off (PTO) plus paid holidays. Benefits are subject to change.  

Employees must be authorized to work lawfully for any employer in the United States. AirClean^® Systems prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetic information.

ility or genetic information.