Description

Position: Service Lead

Department: Production Systems

Location: Wixom, MI

FLSA: Exempt

Position Overview

The Service Lead is responsible for the overall performance and development of the Service Department. This role ensures service work is properly planned and completed on time while meeting customer expectations and quality standards. The Service Lead provides direction to service technicians and supports their training and career development. The position also works closely with Project Management and machine-build teams to maintain project schedules, coordinate resources, and prepare equipment for customer acceptance. By connecting service, production, and customer needs, the Service Lead helps improve response times, technical capabilities, and overall service quality.

Primary Functions and Responsibilities

Prioritize, manage and schedule department for service installations, in-house repairs and preventative maintenance
Supports integration with all departments
Develop training documentation for customers and in-house service training
Documents service installation actions by completing forms, reports, logs, and records
Maintains customer confidence by keeping service information confidential
Oversees preparation of quotes and verify all allocation of work with documentation utilizing SAP and Monday.com
Verifies conformance of parts to bill of material and drawings, using measuring instruments, such as calipers, gauges, and micrometers
Work together with PM to ensure build milestones are met per timing + material is ordered
Prepare machines for internal Factory Acceptance Test (iFAT) and perform quality checks once iFAT is done
Manage stock for machine builds (fittings, fasteners, hoses, cables, etc.)
Conduct annual performance reviews
Focus on customer satisfaction (use of surveys to analyze service tech work)
Improve customer experience (response time, quality of service)
Improve service documentation (troubleshot guidelines, follow up calls, reports, etc.)
Improve expertise of technicians (work on Training plan / Qualification Matrix)
Generate career path for service technicians (based on experience + time + knowhow)
Analyze (OT) overtime per service technician and ensure time allocation makes sense per the job
Maintain and manage the service schedule through collaboration with RGI - Mex
Mange the RPR – RGI customer service area / hotline and manage service requests
Generate best practice, lessons learned and troubleshooting documentation
Implement a knowledge hub on Monday
Other duties as assigned

Requirements

Knowledge, Skills and Abilities

· Electrical and Mechanical troubleshooting

· MS office

· Proper use of all tools/machinery

· SAP

· Monday.com

Minimum Qualifications

· 5 years of technical service experience

· Associate degree or higher in a related discipline or a combination with experience

· Mechanically inclined

· Must be willing to travel 30% of the time

Work Environment & Physical Requirements

· Shop floor

· Ability to lift up to 50 lbs.

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