Field Service Team Lead – Auburn, WA

Field Service Team Lead
#RHC-10392
Auburn, Washington
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Location
RHCC Auburn WA
Position
Lead Technician – PIT-RW0118
Job Description
Raymond West is looking for a dynamic Field Service Team Leader to join the Service Department. The Field Service Team Leader is responsible for assisting the DSM in directing and supporting the Field Service Technicians assigned to the Field Service Team Leader. Primary responsibility is to provide technical support at the field level. Correspond with company and/or Raymond factory technical support resources to resolve technical and troubleshooting issues that arise. Responsible for handling customer related issues in the assigned territory at the direction of the DSM. Responsible for coordinating all operational activities associated with a specific function within the assigned department. Assist DSM in achieving Service Department KPI standards with their assigned team and assists in the supervision of several employees as direct reports.
Raymond West is committed to providing our customers with end-to-end warehouse solutions. We bring you our industry-leading expertise in lift trucks, racking, conveyor, dock and door, rentals, parts, and service. Our customers trust us to provide the right supply chain solutions and services to keep their business up and running.
Duties and Responsibilities
Primary duties and responsibilities will vary with the specific position. Typical responsibilities are listed below. This list is not inclusive.
Assign and supervise the operational activities within the Service Department.
Determine work procedures and expedite workflow
Issues instructions to staff
Troubleshoot and resolve problems
Arrange schedules and set priorities for staff
Communicate processes and procedures to internal and external constituents
Train and coach staff on process and procedures
Assist in the overall direction of the department; may serve as member of various committees.
Conduct performance evaluations for direct reports
Manage employees timecard utilizing the companys Time and Attendance system
Assists direct reports to help achieve Service Department goals
Direct and prepare reports for Service Department Senior leadership
Participate in Company or Department projects
Ensure employees and team are following all Company Policies
Works closely with other departments and communicate with all levels of employees, customers, and Manufacturers both verbally and in writing
Demonstrates drive and initiative
Maintains a professional attitude in all matters
Must be able to manage time efficiently
Provide troubleshooting assistance for assigned technicians having difficulties with a particular job.
Resolve customer/technician related problems in conjunction with the DSM and the sales team.
Correspond with the DSM, factory and Technical Training on technical problems concerning equipment that the company sells and services.
Assist DSM with performance reviews for assigned technicians.
Maintain at least an 80% productivity level.
Assist DSM and dispatch team in achieving team SM completion goals.
Assist DSM in maintaining CFPM controls and cost reduction at assigned accounts
Perform 90-day inspections that are not on contract and are not assigned to a CCM as directed by the DSM.
Assist dispatch with tech assignments as needed.
Work with dispatchers to achieve 1st call completion and response time goals.
Assure that all team members adhere to all safety requirements and actively work to reduce work related accidents.
Assist DSM in establishing team goals. Review results monthly with DSM and Quarterly with the Director of Service Operations.
Assist DSM in maintaining team standards for WIP and timecards and GPS.
Work in conjunction with DSM, trainers, and SM auditor to assess tech skill