Technical Team Leader
Company: Rite-Hite Company
Location: Bridgeville
Posted on: October 18, 2024
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Job Description:
Job Category:Production & Skilled TradesSchedule:Full timeJob
Description:DescriptionTo exceed customer expectations for all
Service Zone product installations and/or service activities
through the effective performance and, where required, supervision
of installations, repair, or other service work. These tasks may be
accomplished individually or through successful on-site supervision
and training of Service Technicians, Installers, and/or
subcontractors to enhance their competency in working with a
variety of loading dock and in-plant equipment. Additionally, this
position will provide technical assistance to the district sales
force as required.ESSENTIAL DUTIES AND RESPONSIBILITIES: include
the following. Other duties may be assigned. This position
generally performs the same duties as an Arbon Service Technician
(Level 1-5) and//or Installation Technician (1-5), and all duties
in that job description apply to the TTL as well. Duties below are
in addition to those.May be responsible for supervising the
activities of the Service Zone Service/Installation Technicians as
well as providing direct labor assistance on required projects. As
a general rule, the incumbent should maintain an Active to Paid
Ratio of at least 70% minimum.The position will maintain a high
level of customer satisfaction through effective quality leadership
of assigned district service/installation projects. This involves
installing, repairing, and servicing in a timely manner all
equipment sold by and into the district as well as repair and
service of competitive equipment through the district Planned
Maintenance Program. All service activities will be conducted with
the goal of exceeding our customers' expectations.The incumbent
ensures proper training of service personnel and verifies
performance of product and technicians through installation and job
site spot checks. The incumbent will provide technical assistance
to the sales department on customer application problems and
estimate installation costs. The position must maintain up-to-date
technical knowledge on all products sold by the district as well as
major industry trends and competitive products.The incumbent will
work closely with the District Service Manager and Installation
Manager in the implementation of programs that will improve safety
on the job. The incumbent will be responsible for taking a
proactive approach to safety management at the Zone level by
providing safety training, periodic inspections of equipment,
conducting safety audits, and by generally promoting a safe work
environment. Regular safety meetings are to be conducted with
service personnel so that safety concerns may be openly discussed.
The incumbent will also be responsible for ensuring all day to day
service and installation activities within the Service Zone comply
with Arbon safety standards.The incumbent is responsible for
instilling a team atmosphere among the members of the service
department and across functional lines. The incumbent will work in
concert with the District Service Manager and Installation Manager
in developing and implementing strategies that will maximize
synergies between functions and promote teamwork.This position will
be responsible for working with the Service Coordinators and
Installation Coordinators to ensure the efficient scheduling of all
installation, repair, and service work in the Zone, resulting in
maximizing service profit while exceeding customer expectations for
timely service.The incumbent will audit subcontractor performance
to verify that any work that is subcontracted exceeds the
customer's expectations, and will work with the District Service
Manager in resolving problems with subcontractors.The incumbent
will be responsible for identifying instances in which Arbon
Equipment Corporation did not exceed customer expectations from a
service standpoint and will work in concert with that customer to
remedy the situation. The incumbent will be responsible for
identifying recurring service problems and will work with
customers, employees, and subcontractors to correct the
problems.This position will work with the District Service Manager
and Installation Manager to establish proper inventory levels for
service vehicles and warehouses within the Zone so the technicians
will have the product on hand to timely meet the customer's demands
while minimizing the cost of goods held in inventory. The incumbent
will work with the Zone Technicians to assure these inventory
levels are maintained within acceptable parameters. Additionally,
the incumbent will conduct periodic physical inventory counts to
ensure the integrity of Arbon's inventory values.The incumbent is
responsible for the training of the Zone Service Technicians and
subcontractors, resulting in an enhancement of skills. The
incumbent is required to spend a minimum of one day each quarter
with each of his or her Zone Technicians. Additionally, the
incumbent will train the Zone service team and subcontractors in
Arbon's philosophy of exceeding customer expectations and will
train employees in proper customer service skills.This position
serves as a resource to the sales staff by assisting with the
technical aspects of sales. This position will also serve as the
point person for any customer or Zone Technician having a technical
question on our product, a service related question, or an
installation concern.This position is responsible for monitoring
and identifying performance problems in service personnel and for
taking a proactive approach to correcting negative
behaviors."Occasional (under 10% annually) domestic overnight
travel may be required for training, supporting customers at other
offices, etc. may be required."PRINCIPAL ACCOUNTABILITIES1. Exceed
customer expectations through effective supervision of the service
and installation projects within the Zone.2. Ensure quality
workmanship on all jobs by motivating, training, and retaining
service personnel and/or subcontractors resulting in Arbon
Equipment Corporation being recognized as the leader in loading
dock and in-plant equipment installation and service.3. Provide a
safe environment for employees to work by taking a proactive
approach to safety on the job site via safety training and periodic
inspections of job sites and equipment..SUPERVISORY
RESPONSIBILITIESServes as the field leader of 6-15 employees in the
Zone Service Department, including providing job direction and
auditing quality and safety, as well as training and motivating.
However, this is not a direct supervisory position.EDUCATION and/or
EXPERIENCEQualifications for this position include extensive
mechanical and electrical experience as well as good supervisory,
clerical, and customer relations skills. Associate's degree (A. A.)
or equivalent from two-year college or technical school; or five or
more years related experience and/or training; or equivalent
combination of education and experience. Must have been certified
to Level 3 in the ASAPP, and have successfully complete the other
required training modules and certifications for the TTL
role.LANGUAGE SKILLSAbility to read and interpret documents such as
safety rules, operating and maintenance instructions, and procedure
manuals. Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or
employees of organization.MATHEMATICAL SKILLSAbility to calculate
figures and amounts such as discounts, interest, commissions,
proportions, percentages, area, circumference, and volume. Ability
to apply concepts of basic algebra and geometry.REASONING
ABILITYAbility to solve practical problems and deal with a variety
of concrete variables in situations where only limited
standardization exists. Ability to interpret a variety of
instructions furnished in written, oral, diagram, or schedule
form.PHYSICAL DEMANDSWhile performing the duties of this job, the
employee is regularly required to stand. The employee frequently is
required to walk; use hands to finger, handle, or feel; reach with
hands and arms; and stoop, kneel, crouch, or crawl. The employee is
occasionally required to sit, climb or balance, talk or hear, and
taste or smell. The employee must regularly lift and/or move up to
25 pounds, frequently lift and/or move up to 50 pounds, and
occasionally lift and/or move more than 100 pounds. Specific vision
abilities required by this job include close vision, distance
vision, color vision, peripheral vision, depth perception, and
ability to adjust focus.WORK ENVIRONMENTWhile performing the duties
of this job, the employee is regularly exposed to moving mechanical
parts, outside weather conditions, and vibration. The employee is
frequently exposed to risk of electrical shock. The employee is
occasionally exposed to wet and/or humid conditions; high,
precarious places; fumes or airborne particles; toxic or caustic
chemicals; extreme cold; and extreme heat. The noise level in the
work environment is usually loud.Company Description:Arbon
Equipment - A Rite-Hite Company is the global leader in the
manufacture and distribution of industrial loading dock and door
equipment. Our innovative products and world class sales
organization ensure solid, consistent growth, both for our company
and our staff. We are always looking ahead to develop innovative
new products and services to improve our customers' safety,
security, and productivity.We Offer:Arbon Equipment - A Rite-Hite
Company provides competitive compensation and a comprehensive
benefits package with medical, dental, and vision coverage along
with life and paid medical leave. We also provide a retirement
savings plan that combines 401(K) with company match and profit
sharing. Paid holidays, vacation, and up to five paid personal/sick
days per year round out the package.Rite-Hite is an Equal
Opportunity/Affirmative Action employer offering a drug free
workplace for our customers and employees.
Keywords: Rite-Hite Company, Warren , Technical Team Leader, IT / Software / Systems , Bridgeville, Ohio
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