Service Lead

Overview

Lead service team, mentor technicians, ensure customer satisfaction, and drive performance metrics.

Key Responsibilities

• dispatch jobs
• job inspection
• customer calls
• ride alongs
• truck upkeep
• performance review

Tasks

-If a technician is not following procedures and protocols or meeting expectations laid out, talk to them about it and report it to the Service Manager. -Dispatched the first job no later than 30 minutes after the start time -Leave customers with a business card with a review link on back upon completion. If a customer is not available leave them in the mailbox. -Arrive at the office before the agreed-upon time -Embrace, create and promote content -Provide a thorough and complete inspection at each job. -Be patient with both technicians and customers -Organize and lead weekly service professional development alongside location lead -Fix the customer's problem, even if it means doing the repair for free -Execute a minimum of 5 Rilla ride alongs a week. -Attend professional development meetings with other leaders -Proactively call customers to move up -Uphold truck cleanliness standards, inventory and make sure the van is secure at the end of the day. -Put a sticker up at each job -Take phone calls from location technicians regarding sales opportunities during week and weekend -Take phone calls from location technicians during week and weekend before they leave call with a Zero or SVC -Collect the balance due before leaving the property. -Uphold company uniform standards -Require to Rilla all jobs -Travel to other locations when needed -Identify whether a technician is struggling because of a skill or will issue and provide input on corrective measures -Call customers at least 30 min prior to the appointment window and upon dispatching. Leave voicemail if they don’t pick up. -Go over report cards/weekly metrics with respective technicians monthly. Plan improvement if necessary.

Requirements

• technical knowledge
• sales knowledge
• communication
• team player
• service technician
• metrics

What You Bring

-Has consistently done excellent work as a service technician when it comes to the metrics we measure -Has shown to be dependable, accountable, intelligent, aware, mature and driven -Repeated/severe offenses will require a sit down with management and a Bambee report -Before pre-selling a job, you must get approval -Reviews- own and location overall 25- or 25% under 100 opps -Strong technical knowledge -Has to be a team player and work well with others -Clear and healthy communication -Must have excellent metrics when it comes to total revenue, job average, closing percentage, customer satisfaction and revenue per hour -Driving score- own and location overall -Strong sales knowledge of our current sales system -Travels to New Jersey for professional development when asked -Bluetooth technicians who need support or would like to listen -Understand and embrace the current sales system

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Benefits

-Eligible year end bonus -Eligible for quarterly bonus -100% customer satisfaction -Eligible Monthly tier bonus -Ticket average- own and location overall -Take first day ride a longs with the purpose of “unmasking” ride a long to see if they will be a good fit for the company. Ride with struggling technicians. -If you are out during one of these meetings, have backup plan ready to go -Weekly reports on ride a longs. What was done well, what need improvement/attention -Call support before leaving with a service fee/trip charge or taking a $0 -Work a full day, whether it be on call or on time -Eligible for monthly review bonus -Embrace that we never fix a door or touch a door for a service fee/trip charge -$12.00/hr and 12% commission

About Precision Garage Door Service

-Founded with a mission to provide reliable, high-quality garage door solutions. -A trusted name in garage door services, offering both installation and repair. -Expert in a wide range of garage door systems, including high-end, automated, and custom solutions. -Caters to both residential homeowners and commercial property owners. -Known for exceptional customer service, ensuring fast, professional, and affordable solutions. -Focused on delivering quick turnarounds, often with same-day service for repairs and installations. -Specializes in the installation of energy-efficient, secure, and aesthetically pleasing garage doors. -Equipped with a fleet of technicians trained in the latest garage door technology and safety protocols. -Innovative solutions, with offerings such as smart garage door openers and remote access features. -Has grown significantly, expanding its services nationwide through a network of local franchises.

Sector Specialisms