Repair Team Leader

Description

What Will You Do?

The Repair Team Leader is responsible for providing leadership to the Repair Team to ensure the Service Department exceeds our customers' expectations, by delivering quality, timely repairs, meeting promise dates on the first repair, and providing oversight to all customer bill & warranty repair work.

 To grow and build a successful career with Wesco Turf, you will be responsible for:  

Dimensions

• Coordinate with the Director of Commercial Service. 
• Lead up to the following: 10 Technicians, and 4-6 Advisors and the Master Scheduler.
• Set daily, weekly, quarterly goals for repair shop
• Monitor overall workload to ensure that all work orders progress through the shop with maximum efficiency.
• Coordinate with the Master Scheduler to optimize the repair process focusing on Turn Around Time and customer      satisfaction. 
• Create IDP’s and training plans based on standard strength and weakness assessments to improve technician skillset,      improve quality of service, and ensure that a qualified staff is available to meet our customer demand. 
• Drive a positive and professional team culture. 

Personnel Accountabilities and Responsibilities

• Hold daily/weekly meeting with advisors, and technician to discuss workload and expectations for the day/week. Discuss      customer service, billing, irregularities, communication, and recognition
• Conduct monthly staff meetings, discuss previous months financials, customer service results, turn times, and forecast following months business
• As needed have performance discussions with staff on expectations, priorities’, ensuring they are meeting core roles, maintaining a standard level of productivity and billing at the appropriate level
• Hold monthly turn time meetings with advisors, discuss impact strengths and opportunities
• Follow up on the performance and processing of all customer bill, and warranty work to ensure we are exceeding goals and achieving deadlines set
• Complete all annual reviews prior to the due date
• Schedule and follow up on all training requirements for administrative and technician staff, to include testing, webinars, internal/vendor provided certification and training

Customer Service Accountabilities and Responsibilities

• Reach out to customers, including equipment managers and superintendents to gain insight into service performance. Strengths and weaknesses.
• Follow up with customers on negative feedback from RSS data
• Sit in on advisor calls to determine quality of service being offered

Process Accountabilities and Responsibilities

• Coordinate the schedule of all service work through the Master Scheduler, consistently monitoring the capacity of the      department, available technicians and the needs of the customers’
• Coordinate with the Master Scheduler to follow up on the equipment coming in, identify and inspect, make sure the advisors are documenting serial number, verify customers concerns, tag Keys, record observations on repair order, and additional instructions to techs
• Coordinate with the Team on progress of repairs to determine if completion times are still accurate, then communicate customer status
• Obtain authorization for repairs before repairs are conducted and document thoroughly on repair order authorization form with date, time, name and signatures or initials of person giving authorization for work to be completed
• In coordination with the team’s advisor group, contact vendors and machine shops to facilitate repair of outsourced equipment
• Complete troubleshooting of customer concerns when feasible and rely on the Shop Foreman when additional knowledge is needed
• Follow up on the scheduling of deliveries for repaired units, ensure advisors are discussing the completed repairs with customer, and verify contact for customer satisfaction survey follow up

Vendor Accountabilities and Responsibilities

• Prepare team for monthly TAC calls, ensure team follows up on cases with Vendors weekly
• Coordinate with the Warranty Administrator to monitor vendor warranty claims process
• Coordinate with the Warranty Administrator on the return of defective parts through the RGA issuing process, track the return, and send to vendor for reimbursement
• Communicate with vendors on a consistent basis, following up on any deficiencies, or needs

What Can We Give You?

Wesco’s foundation is built on the strength and quality of our people. We are committed to providing all the resources and tools necessary to help our people be successful. Recognizing that our employees are our greatest resource, our competitive rewards pack