Field Service Team Lead

Raymond West is looking for a dynamic Field Service Team Leader to join the Service Department. The Field Service Team Leader is responsible for assisting the DSM in directing and supporting the Field Service Technicians assigned to the Field Service Team Leader. Primary responsibility is to provide technical support at the field level. Correspond with company and/or Raymond factory technical support resources to resolve technical and troubleshooting issues that arise. Responsible for handling customer related issues in the assigned territory at the direction of the DSM. Responsible for coordinating all operational activities associated with a specific function within the assigned department. Assist DSM in achieving Service Department KPI standards with their assigned team and assists in the supervision of several employees as direct reports.

Raymond West is committed to providing our customers with end-to-end warehouse solutions. We bring you our industry-leading expertise in lift trucks, racking, conveyor, dock and door, rentals, parts, and service. Our customers trust us to provide the right supply chain solutions and services to keep their business up and running.

Duties And Responsibilities

Primary duties and responsibilities will vary with the specific position. Typical responsibilities are listed below. This list is not inclusive.

• Assign and supervise the operational activities within the Service Department.
• Determine work procedures and expedite workflow
• Issues instructions to staff
• Troubleshoot and resolve problems
• Arrange schedules and set priorities for staff
• Communicate processes and procedures to internal and external constituents
• Train and coach staff on process and procedures
• Assist in the overall direction of the department; may serve as member of various committees.
• Conduct performance evaluations for direct reports
• Manage employee’s timecard utilizing the company’s Time and Attendance system
• Assists direct reports to help achieve Service Department goals
• Direct and prepare reports for Service Department Senior leadership
• Participate in Company or Department projects
• Ensure employees and team are following all Company Policies
• Works closely with other departments and communicate with all levels of employees, customers, and Manufacturers both verbally and in writing
• Demonstrates drive and initiative
• Maintains a professional attitude in all matters
• Must be able to manage time efficiently
• Provide troubleshooting assistance for assigned technicians having difficulties with a particular job.
• Resolve customer/technician related problems in conjunction with the DSM and the sales team.
• Correspond with the DSM, factory and Technical Training on technical problems concerning equipment that the company sells and services.
• Assist DSM with performance reviews for assigned technicians.
• Maintain at least an 80% productivity level.
• Assist DSM and dispatch team in achieving team SM completion goals.
• Assist DSM in maintaining CFPM controls and cost reduction at assigned accounts
• Perform 90-day inspections that are not on contract and are not assigned to a CCM as directed by the DSM.
• Assist dispatch with tech assignments as needed.
• Work with dispatchers to achieve 1st call completion and response time goals.
• Assure that all team members adhere to all safety requirements and actively work to reduce work related accidents.
• Assist DSM in establishing team goals. Review results monthly with DSM and Quarterly with the Director of Service Operations.
• Assist DSM in maintaining team standards for WIP and timecards and GPS.
• Work in conjunction with DSM, trainers, and SM auditor to assess tech skills and obtain necessary training.
• Work with DSM to assess workload distribution and addition of technicians
• Oversee Raymond projects within guidelines provided by Raymond as directed by DSM.
• Fill in for DSM as assigned during DSM absences
  
  

Required Skills/Abilities

• Must be able to fulfill essential job function in a consistent state of alertness and safe manner.
• Possess strong instructional skills. Be able to effectively demonstrate to technicians how to diagnose and troubleshoot specific technical problems.
• Must be customer focused both internally and externally.
• Exhibit strong leadership qualities and coach team members in daily activities and technical procedures.
• Be able to communicate effectively with customer representatives and with all levels of RW management.
• Possess excellent organizational and time management skills.
• Must be flexible and able to adapt to varying workloads, work hours and environments.
• Be willing to comply with employee handbook.
• Possess working knowledge of personal computers including DOS and Windows applications.
• Possess sound working knowledge of basic DC and AC electricity, SCR, wire guidance, transistor, microprocessor, internal combustion engines, hydraulic components, and systems.
• Must have a valid California Driver License and maintain a Department of Motor Vehicles Report with no more than the acceptable number of points as determined by our vehicle insurance carrier
  
  

Education/Experience

• High School diploma or equivalent is required.
• Possess a minimum of 5 years field breakdown experience or comparable service experience or equivalent combination of education and experience.
• Level 2 Certification is preferred.
• Must have completed the Raymond Technical Primer
• Must have completed the RW Scheduled Maintenance Primer
  
  

Travel Requirement

• This position will be based in the field and require daily travel within assigned territories.
• Lead Technicians will be provided a company vehicle and a company Fuel Card to pay for vehicle expenses.
• Must be able to be insured by Raymond West.
  
  

Physical Requirements

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Position is non-Sedentary
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• The employee is regularly exposed to moving mechanical parts.
• Position will be required to go onto job sites to perform duties where construction is underway.
• The employee must frequently lift and/or move up to 50 pounds.
• The position will require employees to use hands to finger, handle, or feel and reach with hands and arms.
• The employee is occasionally required to smell.
• Position requires the employee to climb/balance/stoop/kneel/crouch and crawl
• The employee is frequently exposed to outside weather conditions and the 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; extreme heat; and vibration.
• The noise level in the work environment is sometimes loud.
  
  

Pay Range

• The hourly range for this position is $32.50 - $49.00. The specific pay offered to a candidate may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location.
  
  

Qualified candidates must be able to be insured by Raymond West and able to pass a pre-employment physical and drug screen.

Raymond West provides medical, dental, vision, 401k with company match, flexible spending accounts, disability insurance, life insurance, personal time off, holiday pay and a great team to work with!

Check us out at www.raymondwest.com. Raymond West has a great group of loyal and hardworking employees who help us maintain our exemplary level of sales and service.

Apply on-line via the submit resume button provided. We are an equal opportunity employer and encourage all qualified persons to apply. We encourage qualified military veterans and persons with disabilities to submit their resume on line. We are a drug free company.

This contractor and subcontractor shall abide by the requirements of 41 CFR

• 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.