Service Team Lead

Hiab is the pioneer in smart and sustainable on-road load handling solutions. We believe in more than just work — we believe in making a difference for our customers to build a better tomorrow.

About the role

To supervise the coordination of Technicians for the delivery of service. Serve as a primary contact for customer calls for maintenance and repair. Be responsible for service orders throughout the service delivery process from creation/scheduling to closure.

Responsibilities

• Provide first point of contact to customers/visitors/callers
• Troubleshoot customer issues to determine service level required for proper resolution
• Handle and schedule planned maintenance and contractual appointments with customers ensuring Technicians are effectively utilized and resource leveling within assigned area
• Monitor open orders ensuring timely completion and closure of service appointments by technicians
• Create estimates for customers – review estimates greater than $5,000 with District Service Manager
• Quality control check for completed work orders prior to invoicing
• Manage DOT hours of service for Technicians under purview
• Up to 10% travel required

Requirements

• Ability to obtain and maintain a 1-year DOT Medical Card is required for this position
• Valid Driver’s License is required
• No more than one moving violation in the last year, or two violations within a two-year time frame. All violations will be reviewed
• High School diploma or equivalent required
• 3+ years of dispatching experience preferred
• 5+ years of customer service experience preferred
• Working knowledge of DOT hours of service
• Experience using Salesforce and SAP
• Must have a working knowledge of the geographical area in which you are covering

Benefits

• Comprehensive benefit package including: health, vision, dental, company-paid & voluntary life insurance upon first day of employment
• 401k program with 6% company match
• Personal time off and company-paid holidays
• Tuition reimbursement for job-related continued education
• Referral Program
• Company cell phone, laptop and/or credit card, all to be used for the purpose of conducting company business