Service Lead

Unitec is part of American Elevator Group (AEG), North America's largest independent elevator service company. AEG consists of well-established elevator service companies operating across the United States. Backed by Arcline Investment Management, AEG has a significant footprint in the elevator industry and is rapidly growing. Unitec seeks an experienced Service Lead for its New York City (NYC) location.

Reporting to the Director of Service, the Service Lead will be responsible for supporting the Service Department (Maintenance & Repair Departments), including but not limited to process support and implementation, report creation and tracking, customer service support, contract management support, purchasing, billing oversight, EH&S management support, etc. This position is vital in supporting the Director of Service and the day-to-day operations.

Responsibilities:

• Support the outgoing quality, safety, and efficacy of all maintenance and repair services and comply with all applicable specifications, standard operating procedures, and regulatory bodies.
• Support with Environmental Health & Safety (EH&S) management, ensuring the field workforce complies with internal and regulatory requirements and onboarding new field employees with safety training.
• Support various company initiatives, ensuring the success of multiple programs, including but not limited to sales (i.e., Elevator Zip), safety (i.e., JHA completion), etc.
• Establish and support the process improvments and standard operating procedures.
• Maintain and produce various reports for the Service Department, including KPI tracking, excessive calls, entrapments, etc.
• Track and manage consultant maintenance evaluation reports, including monthly and quarterly maintenance reports for strategic customers.
• Issue and manage purchase orders for maintenance and repair materials.
• Review and approve weekly time and attendance records for maintenance and repair supervisors.
• Establish daily huddles for entrapments, repeat calls, and other critical topics.
• Oversee weekly service call billing, minor repair, and quoted repair billing.
• Establish and track the required service for problematic devices.
• Support service contract management.
• Ensure compliance with applicable laws, regulations, and other certification/license requirements.
• Performs other duties as assigned.

Work Environment & Hazards:

• Mostly office-based but may require occasional visits to field locations.
• Exposure to confidential company data and sensitive regulatory information.

Special Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to travel to job sites and attend meetings at multiple locations as required. Travel up to 25%.
• Must be able to lift up to 25 pounds at times.

Work Contact Group:

• Significant contact with customers and field staff.
• Regular interaction with stakeholders and the various Operational Departments.
• Collaboration with all departments to ensure companywide compliance.

• An associates Degree in Business Administration, Operations, or a related field is required. Bachelors Degree strongly preferred.
• A minimum of 3 years of related experience is required. Elevator industry experience is highly desired.
• Excellent written and oral communication skills with the ability to present to management and the field workforce.
• Excellent time management and organizational skills are required.
• Must have exceptional multitasking skills and the ability to work in a demanding environment.
• Excellent customer service skills with the ability to establish strong relationships.
• Proficient in Microsoft Suite, specifically Excel, Outlook, Teams, and Word.

We proudly offer a comprehensive benefits package to support our team's health, well-being, and professional growth. Benefits include a competitive salary, 90% employer-covered health insurance, dental, and vision insurance, and various employer-sponsored benefits. The highly competitive 401(k) safe harbor match is 100% vested upon plan entry. There is also generous paid time off, flexible work arrangements, professional development opportunities with tuition reimbursement, and more!

AEG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, marital status, or any other factor that the law protects from employment discrimination.