Technical Team Leader

About the role

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.

Responsibilities

• Supervise Service Zone Service/Installation Technicians and provide direct labor assistance on required projects.
• Maintain an Active to Paid Ratio of at least 70% minimum.
• Maintain high customer satisfaction through effective quality leadership of assigned district service/installation projects.
• Install, repair, and service equipment sold by the district and competitive equipment via the Planned Maintenance Program.
• Ensure proper training of service personnel and verify performance through installation and job site spot checks.
• Provide technical assistance to the sales department on customer application problems and estimate installation costs.
• Maintain up‑to‑date technical knowledge on all products sold by the district and major industry trends/competitive products.
• Work closely with District Service Manager and Installation Manager to implement safety programs, provide safety training, conduct inspections, audits, and promote a safe work environment.
• Conduct regular safety meetings with service personnel.
• Ensure all day‑to‑day service and installation activities comply with Arbon safety standards.
• Instill a team atmosphere among service department members and across functional lines; develop strategies to maximize synergies and promote teamwork.
• Work with Service Coordinators and Installation Coordinators to ensure efficient scheduling of installation, repair, and service work to maximize service profit while exceeding customer expectations.
• Audit subcontractor performance to verify work exceeds customer expectations and resolve problems with the District Service Manager.
• Identify instances where Arbon did not exceed customer expectations and work with the customer to remedy.
• Identify recurring service problems and work with customers, employees, and subcontractors to correct them.
• Establish proper inventory levels for service vehicles and warehouses; work with Zone Technicians to maintain acceptable parameters and conduct periodic physical inventory counts.
• Train Zone Service Technicians and subcontractors, enhancing skills; spend a minimum of one day each quarter with each Zone Technician.
• Train the Zone service team and subcontractors in Arbon's philosophy of exceeding customer expectations and proper customer service skills.
• Serve as a resource to the sales staff for technical aspects of sales.
• Act as point person for customer or Zone Technician technical questions on product, service, or installation concerns.
• Monitor and identify performance problems in service personnel and take 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.

Qualifications

• Extensive mechanical and electrical experience; 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 completed the other required training modules and certifications for the TTL role.
• Language Skills: Ability to read and interpret safety rules, operating and maintenance instructions, procedure manuals; write routine reports and correspondence; speak effectively before groups of customers or employees.
• Mathematical Skills: Ability to calculate figures such as discounts, interest, commissions, proportions, percentages, area, circumference, volume; apply concepts of basic algebra and geometry.
• Reasoning Ability: Ability to solve practical problems dealing with concrete variables where limited standardization exists; interpret instructions in written, oral, diagram, or schedule form.
• Physical Demands: Regularly required to stand; frequently walk, use hands to finger/handle/feel, reach with hands and arms, stoop, kneel, crouch, or crawl; occasionally sit, climb or balance, talk or hear, taste or smell; regularly lift/move up to 25 lb, frequently up to 50 lb, occasionally more than 100 lb; vision abilities: close