Service Team Lead

About the role

The Service Team Lead manages the performance of assigned Inspectors and Service Technicians to achieve high customer satisfaction levels. They oversee the team's activities, ensure compliance with company policies and safety standards, and coordinate with the finance department to maintain accurate billing.

Responsibilities

• Supervise, mentor, and train assigned team members
• Lead the performance management process and identify training needs
• Track and quote deficiencies
• Oversee the on-call, vacation, and subcontractor schedules
• Ensure all tasks are completed on time and meet company standards
• Coordinate with the finance department for accurate billings
• Ensure compliance with service contracts, emergency calls, and service requests
• Direct corrective actions and report to the Service Manager
• Participate in company meetings and trainings
• Provide feedback to the Service Manager on departmental goals
• Review and analyze monitoring reports daily

Requirements

• High school diploma or equivalent
• Five or more years of experience in customer service or related fields in the fire and life safety industry
• FAL or FEL certification preferred
• Strong organizational skills
• Ability to multi-task and manage both self and team
• Remain calm under pressure
• Sound decision-making and practical judgment skills
• Possess a positive attitude in motivating and developing team members
• Proven track record of excellent customer service

Qualifications

• High school diploma or equivalent
• Five or more years of experience in customer service or related fields in the fire and life safety industry
• FAL or FEL certification preferred
• Strong organizational skills
• Ability to multi-task and manage both self and team
• Remain calm under pressure
• Sound decision-making and practical judgment skills
• Possess a positive attitude in motivating and developing team members
• Proven track record of excellent customer service

Skills

• Customer service
• Team leadership
• Performance management
• Time management
• Problem-solving
• Communication
• Customer relations
• Training and development

Benefits

• Competitive salary
• Paid time off plan and holidays
• 401(k) matching
• Short term and long-term disability
• Medical, dental, and vision plans with options
• Life insurance
• Professional career development opportunities
• Tuition reimbursement program