Lead Service Technician-Danbury Connecticut
Posted Updated
Internal Job Post
Lead Technician - Danbury, Connecticut and surrounding area
Highly skilled Service Technicians with demonstrated leadership and organizational skills are encouraged to apply for this opportunity to serve as Abel Womack’s Lead Field Service Technician overseeing the Northwestern, CT Territory. The Lead Service Technician is directly involved in supporting the Customer Service Manager (CSM) to effectively manage Technicians’ time so that a consistent, efficient, and professional level of customer service is provided at all times, and the team achieves its financial goals. Working in total support of our Mission Statement, Core Values and Standard Service Charter, you will coach and mentor a team of technicians to do the same.
As the front-line representative of Abel Womack, maintaining a professional, positive relationship with customers while leading an Abel Womack team that meets high standards will be essential to your success in this role.
Qualified applicants will:
- Support the CSM in the hiring, coaching and mentoring of a group of technicians in the territory
- Reside in or near this territory to ensure effective leadership of the team
- Ensure that all technicians are following personal safety rules, maintaining job site safety, and adhering to customer-site specific rules
- Assist the Service Coordination staff with scheduling and communications with all assigned team members. Escalate scheduling matters when necessary.
- In support of the Management Team, stay involved and maintain the ability to actively communicate and support all policies, procedures and performance expectations as they relate to technical capabilities, our product line and Safety.
- Take direction from CSM regarding actions needed to resolve customer satisfaction concerns. Fully understands and promotes our Customer Satisfaction Code of Conduct.
- Lead team of technicians during major installations and other projects as assigned.
- Assume responsibility for quality assurance for assigned team members. Conduct scheduled Quality Audits and report findings to the Customer Service Manager and Technical Specialist for follow-up.
- Contribute to the content of assigned team members’ performance reviews and makes training recommendations.
- Complete necessary documentation relating to service calls in a timely, neat and accurate manner.
- Assume responsibility for ensuring all technicians are following company safety rules as well as maintaining job site safety. Escalate any concerns to the CSM and Service Manager.
- Perform repairs as needed at customer sites or in-house.
- Assume responsibility for ensuring all scheduled maintenance is performed according to documented schedules.
- Maintain an accurate van inventory of parts and service tools, escalating any concerns or discrepancies in a timely manner.
- Communicate regularly by phone and in person with the customer, team members, parts representatives, technical specialists, dispatch
- Participate in the overall planning and policy making to provide quality, effective and uniform services to the customers.
- Understand and support the company’s ASEC program and/or other company-wide initiatives impacting the team
- Perform other duties and special projects as assigned.