What are the responsibilities and job description for the Service Team Leader position at US - LLC Recruiting?
Position Summary: Under minimal supervision, the Service Team Leader is responsible for providing customer and technical support for a broad range of installed systems including basic to complex systems. Conducts team meetings and assists the Service Manager with safety, efficiency, and quality control of Service Specialists. Acts as mentor to less experienced staff and may supervise others as required. Consistently models the Convergint Values and Beliefs. Services and supports existing customers by responding to service calls, carrying out Customer Support Programs and small projects business. Scope of work includes technical assistance, systems checkout of new and existing installations, troubleshooting and maintenance and repair routines associated with installed Fire, Security, and/or Building Automation Systems and the installation of small or less complex projects.
Job Responsibilities:
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1. Responds to all types of customer service calls, scheduled maintenance calls, and emergency and after-hours calls on a timely basis; will diagnose, troubleshoot, repair, replace defective parts and debug a substantial variety of systems for complex problems. Installs projects as necessary. |
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2. Identifies and resolves problems for all types of service calls including emergency calls; analyzes repair requirements and provides customer with appropriate solutions; completes necessary repairs and replacements as needed; exercises judgment in selecting methods, techniques, and evaluation criterion for obtaining results. May require originality and ingenuity in some situations. |
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3. Completes accurate and detailed service reports for customer and Convergint in a timely manner to allow for accurate invoicing and job cost tracking. |
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4. Acts as “our customer’s best service provider” at all times thereby ensuring Convergint Technologies is the customer’s first choice for service. |
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5. May provide custom systems integrations, detailed systems upgrade planning and execution, systems audits and consultation, and/or database management and manipulation. May install, configure, and support a variety of network systems and equipment for assigned projects. |
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6. Executes all service calls in accordance with Federal, State and local regulations as well as company health and safety policies and procedures. Uses advanced troubleshooting skills to isolate and fix problems in malfunctioning equipment or software. |
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7. Provides technical support to end users and Service Specialist when applicable. Transfers knowledge and expertise to other Specialists. |
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8. Using technical knowledge, skills and experience, acts as mentor for less experienced staff. May supervise workers in testing and repairs to obtain optimum operating performance. Provides performance feedback to management regarding Field Project Specialist I and II. |
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9. Oversees small service project(s) (MAC) for successful and timely completion within budget as required by the contract. Works with Service Coordinator and Parts Coordinator to prepare small project installation plan and implement job procedures. |
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10. May supervise Service Specialists in the field. May perform managerial responsibilities including but not limited to: mentoring, coaching and developing colleagues; performance management; planning, assigning and directing work. |
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11. Supervises subcontractors including directing on-site activities and verifying quality assurance standards. |
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12. Keeps up to date and informed on all company products, services, and policies. |
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13. Presents a professional image of Convergint Technologies at all times in appearance and behavior and seeks opportunities to promote the services offered by the company. |
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14. Communicates with and work with the other team members consistently to improve overall operations of the Convergint Technology Center, and company. |
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15. Assists the Account Executive with review of small project and service repair estimations when required. |
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16. Performs other duties and responsibilities as requested or required. |
Job Skills Requirements:
- Exceptional customer focus and ability to work under pressure; ability to anticipate and seek to meet the needs and wants of the customer without being prompted
- Advanced technical skills and experience related to building automation systems, fire alarm systems, and/or electronic security systems
- Advanced programming skills and proven ability to troubleshoot problems and look for solutions
- Must be a self-starter and work well with minimal supervision
- Advanced mechanical and electrical aptitude (e.g. works with a variety of hand and power tools such as drill, screwdriver, wire stripper, hacksaw, crimper)
- Frequent visits to jobsites are required. Minimal overnight travel is required. Valid driver’s license required.
- Strong verbal, written and interpersonal communication skills
- Advanced organizational skills and the ability to handle multiple service needs simultaneously
- Highly proficient computer skills including familiarity with MS Office applications (Outlook, Word, Excel)
Education Requirements:
- Associate’s degree in Electronics preferred
- Relevant trade designation (e.g. Electrician)
Experience Requirements:
- Minimum of five years of previous, relevant field service experience required
- Must have previous experience with leading others in a lead or supervisory capacity
- Experience in one or more of the following industries preferred: electronic, fire alarm & life safety, and/or building automation
Certifications & Licenses:
- Product-specific certifications required; applicable state and/or local required industry-specific certifications and/or licenses required. Advanced trouble-shooting, networking and computer skills/certification required; must have valid driver’s license with a clean driving record.
