Service Lead

Key Responsibilities

• Support and assist service technicians with daily technical issues.
• Escalate and help resolve complex troubleshooting and repair challenges.
• Guide technicians in diagnosing hydraulic, electrical, mechanical, and operational problems.
• Foster a culture of safety, teamwork, accountability, and customer service.
• Mentor and onboard new technicians.
• Share technical knowledge and best practices across the team.
• Cookordinate workloads and support service scheduling and prioritization.
• Ensure repairs, maintenance, and warranty work are completed on time.
• Review work orders and service documentation for accuracy and compliance.
• Monitor labor, parts usage, service reports, and customer records.
• Help manage service backlog and respond to urgent customer needs.
• Serve as a liaison between customers, technicians, parts, warranty, and management teams.
• Support customer issue resolution and communicate service updates.
• Help achieve service response and customer satisfaction goals.
• Identify recurring equipment issues and support corrective actions.
• Assist with service process improvements, training materials, and procedures.
• Ensure compliance with OEM standards, company policies, and safety regulations.
• Support incident investigations and corrective action efforts.
• Maintain environmental, health, and safety compliance.

Qualifications

• A high school diploma or GED required.
• A technical degree, vocational certification, or equivalent experience preferred.
• 5+ years of service technician experience in heavy equipment, aerial lifts, vocational vehicles, manufacturing equipment, or related industries.
• Leadership, mentoring, or team lead experience preferred.
• Strong knowledge of hydraulic, electrical, mechanical, and control systems.
• Prowen troubleshooting and diagnostic skills.
• Ability to lead and influence others without direct supervisory authority.
• Strong communication, organization, and time management skills.
• Proficiency with service management systems, work orders, and Microsoft Office.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong commitment to safety, quality, and customer satisfaction.