Service Team Lead

Job Description – Service Team Lead

The Service Team Lead is responsible for gathering and evaluating data to estimate the costs, resources, and labor required to meet customer needs while ensuring profitability.

Key Responsibilities

• Service Estimation: Provide accurate quotes for all service repairs in accordance with pricing guidelines.
• Cost Optimization: Research component and system replacements to reduce installation costs while ensuring performance matches or exceeds that of obsolete parts.
• Quote Updates: Revise quotes as needed based on customer requests to support sales of repairs and/or projects.
• Vendor Price Research: Compare pricing from vendors to ensure competitive and fair service quotes.
• Labor and Resource Estimates: Gather historical data and consult with technicians to generate accurate manpower estimates for repairs, keeping quotes competitive.
• Service Vehicle Support: Assist the Operations Manager with the management and maintenance of service vehicle needs.
• Calibration Records: Maintain accurate and up-to-date calibration records for all test equipment.
• Technical Support: Provide technical support to assigned Field Service Technicians, offering guidance as necessary.
• Technician Evaluation: Evaluate technicians fairly based on their skills, work ethics, and performance.
• Training Needs Assessment: Identify training requirements for assigned technicians to support skill development and job performance.
• Customer Contract Management: Manage and maintain customer contracts for preventive maintenance (PM) and repair services.
• Preventive Maintenance Scheduling: Schedule customer preventive maintenance services and ensure materials are ordered on time.
• Repair Service Scheduling: Coordinate the scheduling of customer repair services and ensure all required materials are ordered.
• Technician Supervision and Scheduling: Supervise and schedule the assigned technician team, ensuring efficient resource allocation.
• Site Visits and Assessments: Conduct site visits and assessments as needed to ensure accurate service estimates and customer satisfaction.
  
  
  

Qualifications

• Professional Temperament: Ability to perform under pressure and evaluate both customer and technician needs effectively.
• Experience: Minimum of 5 years in a service estimating, leadership, or management role.
• Technical Expertise: In-depth knowledge of electrical and HVAC service and installation.
• Attention to Detail: Strong focus on detail to ensure accuracy in estimates and customer satisfaction.
• Problem-Solving: A can-do attitude with the ability to leverage available resources to complete tasks effectively and efficiently.
• Stress Management: Ability to handle stress and shift focus as needed to address changing customer needs.
• Analytical Skills: Strong analytical and problem-solving skills, with a keen attention to detail.
• Technical Proficiency: Proficient in Microsoft Office (Outlook, Excel, Word) and web-based systems.
• Communication Skills: Excellent verbal and written communication skills.
• Positive Attitude: Maintain a positive, friendly demeanor in all customer and team interactions.
  
  
  

Physical Requirements

• Ability to sit, stand, and squat for extended periods.
• Ability to use hands for tasks such as typing and other repetitive motions.
• Ability to walk to visit customers or job sites, including navigating ladders when necessary.
• Ability to lift up to 50 lbs.
  
  
  

Note: This job description outlines the principal duties and responsibilities associated with the role. It is not an exhaustive list, and duties may evolve as business needs change.

Crete United is an equal opportunity employer, considering all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state of federal law. Women and minorities are encouraged to apply.