In this role, you will be responsible for answering field service calls from customers, opening service calls, managing the labor, and then dispatching Technicians. In this role, customer service, problem solving, and leadership and coaching will be key.
Responsibilities:Customer Contact:- Take field service customer calls
- Seek approval from customer on additional work request details
- Collaboration on invoice disputes, service call details, and additional segments
- Service Call Labor Management
- Open service calls and segments
- Order parts on service calls as appropriate
- Dispatch Field Service Technicians
- Approve employee time (in Workday or D365)
- Monitor service calls to ensure estimates are met
- Troubleshoot parts availability issues
- Manage field truck utilization
Safety and Contamination Control:- Complete incident reports as needed
- Field Service Truck inspections (daily, weekly, monthly) for safety and contamination control
- Conduct regular site visits to ensure all appropriate PPE is used and all safety standards (i.e. lockout/tagout, JAS, and monthly safety inspections) are followed
- Work with employees to create a safety accountability plan, as needed
- Hold regular safety meetings
After Hours:- Provide after-hours support to customers
Technical Subject Matter Expert:- Provide input on what parts should be inventoried at the branch
- Stay up to date on new equipment/products and technical hot topics
Training and Coaching- Answer technician questions about specific service calls and segments
- Conduct coaching and/or performance action conversations, as needed
- Hold regular team meetings (updates, safety trends/hot topics, priorities, etc.)
- Monitor and enforce employee training completion
- Plan training for technicians based on the needs of the customers and the shops
- Build team moral through routine conversation, team lunches, trainings, etc.
Staffing:- Interview candidates
- Hire technicians
- Oversee the onboarding of new technicians
Employee Management:- Complete annual employee performance reviews
- Maintain employee records in Workday (PTO, Time, terminations, training, etc.)
- Stay up to date on company policies and HR memos
- Support employees career development
- Answer questions on company/job benefits or appropriately direct employees
- Work with HR for any necessary employee accommodation or leave situations
- Work with Workers Compensation for any restricted work accommodations
Qualifications:- 2-year technical degree strongly preferred; High school degree required
- 5+ years of relevant diesel equipment knowledge strongly preferred
- 3+ years in a lead or supervisory position preferred
- Good computer skills required (MS Office products)
- Strong communication, customer service, and organizational skills required
- Ability to problem solve and think creatively to take care of customers in the most efficient way required
- Committed to serving our customers
- Ability to hire, build, and support team of high performing Technicians
Minimum Physical Requirements:- Lift/carry up to 10 lbs
- Standing, walking, using hands, talking, hearing, stair climbing, forward reaching, bin lift, fingering/grasping
This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Ziegler Inc. will reasonably accommodate the known disabilities of qualified disabled individuals.
The total compensation (base plus incentive) for this position is$74,200.00 to $111,300.00
Starting wage is dependent on skills, experience, and education. Along with competitive pay, full time positions are benefits eligible which includes:
- Health, Dental, Vision and Life Insurance
- 15 days of PTO your first year, accrual starts day 1
- 9 paid holidays
- 401(k) plan with company contribution and match
- HSA (Health Savings Account), Ziegler contributes up to $1000 tax-free each year
- Short-Term and Long-Term Disability Insurance, FSA & EAP
- Paid Parental Leave & Funeral Leave
- Fitness membership discount
- Education Assistance
