Technical Team Leader

Description

To exceed customer expectations for all Service Zone product installations and/or service activities through the effective performance and, where required, supervision of installations, repair, or other service work.  These tasks may be accomplished individually or through successful on-site supervision and training of Service Technicians, Installers, and/or subcontractors to enhance their competency in working with a variety of loading dock and in-plant equipment.  Additionally, this position will provide technical assistance to the district sales force as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.  This position generally performs the same duties as an Arbon Service Technician (Level 1-5) and//or Installation Technician (1-5), and all duties in that job description apply to the TTL as well.  Duties below are in addition to those.

May be responsible for supervising the activities of the Service Zone Service/Installation Technicians as well as providing direct labor assistance on required projects.  As a general rule, the incumbent should maintain an Active to Paid Ratio of at least 70% minimum.  

The position will maintain a high level of customer satisfaction through effective quality leadership of assigned district service/installation projects.  This involves installing, repairing, and servicing in a timely manner all equipment sold by and into the district as well as repair and service of competitive equipment through the district Planned Maintenance Program.  All service activities will be conducted with the goal of exceeding our customers' expectations.

The incumbent ensures proper training of service personnel and verifies performance of product and technicians through installation and job site spot checks.  The incumbent will provide technical assistance to the sales department on customer application problems and estimate installation costs.  The position must maintain up-to-date technical knowledge on all products sold by the district as well as major industry trends and competitive products.

The incumbent will work closely with the District Service Manager and Installation Manager in the implementation of programs that will improve safety on the job.  The incumbent will be responsible for taking a proactive approach to safety management at the Zone level by providing safety training, periodic inspections of equipment, conducting safety audits, and by generally promoting a safe work environment.  Regular safety meetings are to be conducted with service personnel so that safety concerns may be openly discussed.  The incumbent will also be responsible for ensuring all day to day service and installation activities within the Service Zone comply with Arbon safety standards.

The incumbent is responsible for instilling a team atmosphere among the members of the service department and across functional lines.  The incumbent will work in concert with the District Service Manager and Installation Manager in developing and implementing strategies that will maximize synergies between functions and promote teamwork.

This position will be responsible for working with the Service Coordinators and Installation Coordinators to ensure the efficient scheduling of all installation, repair, and service work in the Zone, resulting in maximizing service profit while exceeding customer expectations for timely service.

The incumbent will audit subcontractor performance to verify that any work that is subcontracted exceeds the customer's expectations, and will work with the District Service Manager in resolving problems with subcontractors.

The incumbent will be responsible for identifying instances in which Arbon Equipment Corporation did not exceed customer expectations from a service standpoint and will work in concert with that customer to remedy the situation.  The incumbent will be responsible for identifying recurring service problems and will work with customers, employees, and subcontractors to correct the problems.

This position will work with the District Service Manager and Installation Manager to establish proper inventory levels for service vehicles and warehouses within the Zone so the technicians will have the product on hand to timely meet the customer's demands while minimizing the cost of goods held in inventory.  The incumbent will work with the Zone Technicians to assure these inventory levels are maintained within acceptable parameters.  Additionally, the incumbent will conduct periodic physical inventory counts to ensure the integrity of Arbon's inventory values.

The incumbent is responsible for the training of the Zone Service Technicians and subcontractors, resulting in an enhancement of skills.  The incumbent is required to spend a minimum of one day each quarter with each of his or her Zone Technicians.  Additionally, the incumbent will train the Zone service team and subcontractors in Arbon's philosophy of exceeding customer expectations and will train employees in proper customer service skills.

This position serves as a resource to the sales staff by assisting with the technical aspects of sales.  This position will also serve as the point person for any customer or Zone Technician having a technical question on our product, a service related question, or an installation concern.

 This position is responsible for monitoring and identifying performance problems in service personnel and for taking a proactive approach to correcting negative behaviors. 

 “Occasional (under 10% annually) domestic overnight travel may be required for training, supporting customers at other offices, etc. may be required.”

 PRINCIPAL ACCOUNTABILITIES 

1. Exceed customer expectations through effective supervision of the service and installation projects within the Zone.

2. Ensure quality workmanship on all jobs by motivating, training, and retaining service personnel and/or subcontractors resulting in Arbon Equipment Corporation being recognized as the leader in loading dock and in-plant equipment installation and  service.

3. Provide a safe environment for employees to work by taking a proactive approach to safety on the job site via safety training and periodic inspections of job sites and equipment..

SUPERVISORY RESPONSIBILITIES

Serves as the field leader of 6-15 employees in the Zone Service Department, including providing job direction and auditing quality and safety, as well as training and motivating.  However, this is not a direct supervisory position.

EDUCATION and/or EXPERIENCE 

Qualifications for this position include extensive mechanical and electrical experience as well as good supervisory, clerical, and customer relations skills.  Associate's degree (A. A.) or equivalent from two-year college or technical school; or five or more years related experience and/or training; or equivalent combination of education and experience.  Must have been certified to Level 3 in the ASAPP, and have successfully complete the other required training modules and certifications for the TTL role.

LANGUAGE SKILLS 

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to stand.  The employee frequently is required to walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee is occasionally required to sit, climb or balance, talk or hear, and taste or smell.  The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move more than 100 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT 

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts, outside weather conditions, and vibration.  The employee is frequently exposed to risk of electrical shock.  The employee is occasionally exposed to wet and/or humid conditions; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; extreme cold; and extreme heat.  The noise level in the work environment is usually loud.