Service Lead

Job purpose

The Service Lead will be responsible for overseeing the daily workflow of the service department to ensure timely customer response, efficient technician scheduling, accurate work order management and smooth departmental operations. 

Duties and responsibilities

• Dispatch and schedule field technicians to maximize response time and efficiency for emergency service calls and planned maintenance.
• Monitor service calls and ensure all work is assigned, scheduled, completed and properly closed.
• Communicate with customers regarding scheduling, delays, updates and service needs.
• Coordinate with the parts department to ensure required parts are ordered and available for scheduled repairs.
• Create and manage repair orders and maintain accurate work-in-progress reporting.
• Review open work orders and timecards daily for accuracy, timeliness, and completion.
• Assist technicians and staff with operational support and workflow coordination.
• Support preventive maintenance scheduling and ensure service intervals are maintained.
• Monitor shop conditions, housekeeping, and overall working environment.
• Enforce company safety procedures and assist in identifying and correcting unsafe conditions.
• Investigate accidents or incidents and complete required documentation.
• Evaluate employee performance, provide coaching, and address work-related concerns. 
• Assist with hiring recommendations, disciplinary actions, transfers, promotions, and employee development.
• Work with management, HR, vendors, customers, and staff to coordinate operational activities and resolve issues. 
• Analyze work orders for quality, accuracy, and compliance with company standards.
• Respond to customer and employee concerns in a professional and solution-oriented manner.
• Performs other tasks as required by Manager

Qualifications

Education/Experience

• High school diploma or equivalent,

Knowledge

• Knowledge of the area 
• Knowledge of business and management principles involved in strategic planning
• Knowledge of computers and electronics
• Microsoft Suite (PowerPoint, Word, Excel, and Outlook)
• Training analysis

Skills

• Attention to detail
• Analytical skills
• Administration
• Research
• Organizational 
• Problem solving

Abilities

• Lift light to heavy items
• Troubleshoot issues
• Multi-task
• Work as a team
• Effectively listen
• Communicate with management, technicians, and customers
• Work well under pressure

Other characteristics such as personal characteristics

• Independent worker
• Commitment to company vision and mission
• Awareness of lean business principles

Certification

• Valid Driver License, with good driving record

Travel

This position does not travel.

Working Environment and Physical demands

The work environment characteristics described here represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.