Lead

Description

• Determine who in the customer’s organization is responsible for the mechanical system being serviced.
• Teach other technicians how to solve problems without solving the problem for them.
• Use proper tools and instruments for troubleshooting.
• Can be relied on to train service technicians and trainees.
• Check safety and limit controls for proper setting before leaving the job.
• Give assurance to customer that the problem is fixed; explaining cause and remedy; and if problem has not been fixed offer explanation of situation and suggest next step.
• Alert sales about competitive sales efforts. Provide Spot opportunities to meet Operational team goals.
• Belong to and take advantage of technical organizations to improve technical knowledge.
• Avoid needless callbacks by checking complete system before leaving the job.
• When the Supervisor is present, the lead worker may also be responsible for directing smaller work groups
• Handling interruptions in stride
• Keep technical knowledge up to date regarding equipment and concepts.
• When the problem is caused by the customer’s use of the system (rather than a fault of the system), tactfully instruct the customer on proper use of the system.
• Search out and read applicable manuals and online sources.
• Modify instructions to create understanding in all levels of people regardless of their technical knowledge.
• Follow point-by-point troubleshooting guides to find faults in a short period of time.
• Use expert technical & troubleshooting knowledge to assist other service representatives in solving problems.
• Inform customer when arriving at or leaving the job and when planning to return.
• Having the proper tools, materials, and scheduled tasking when arriving at the job site
• Instruct customer’s personnel to the point that they can handle emergencies by themselves and know when to call for service.
• Adhering to planned call schedule
• Scheduling report time concurrent with jobs
• Explore a customer complaint to determine the real problem.
• Provide support for any special projects as assigned by your manager. These special projects, at the determination of your manager, may or may not become part of this position’s primary responsibilities.
• Assist Sales in pricing agreements and projects.
• Scheduling maintenance of vehicle Plan project work to ensure service representatives and material are on the job at the right time
• Upon receiving a customer complaint, follow systematic questioning techniques and relate answers to the functioning of the system.
• Obtain customer signature on all service reports (before work begins when performing spot).
• Persuade customer to replace obsolete systems and makes recommendations.
• Promptly and accurately complete all required paperwork.
• Keep manager informed of unfavorable news, changes made, or disenchantment with price increases by customers. Communicate information to all parties who would benefit from it.
• Provide sales with qualified leads.
• Respond to customer complaints with the proper amount of sympathy and empathy.

Requirements

• One year of lead or supervisory experience
• Must be 18 years of age or older.
• Customer Service Experience
• Demonstrate ability to accurately determine job priorities by:
• Demonstrate capability of a handling heavy workload of calls
• 2 yrs of commercial HVAC experience
• Must meet all requirements to receive approval for working in specific ATS environments (if applicable), ten-year work history if available
• Recognize what has to be taught to customers and take required time to do so.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance