Senior Dock & Door Service Technician

Carolina Handling, a Raymond Dealer, is one of the largest automation systems integrators in the world. We specialize in providing turnkey solutions for warehouses, distribution centers, and manufacturers. Our product and solutions offerings allow our customers to move material faster and more efficient by implementing automation equipment and technologies including…

·         Consulting

·         Material Handling Equipment, Parts, and Service

·         Automated Mobile Robots

·         Vision guided vehicles and automated guided vehicles

·         High Density Storage Solutions including ASRS, Robotic Goods to Person and Shuttle Systems

·         WMS/WES/WCS solutions and Software

·         Intralogistics Solutions and Automation including Conveyor and High-Speed Sortation

·         Telematics

Job Summary
As a Dock & Door Lead Service Technician, you will report to the Dock & Door Operations Manager and be responsible for keeping a team of technicians focused on achieving established goals while delivering exceptional customer service. In this role, you will troubleshoot service call issues, perform repairs, and conduct scheduled maintenance on equipment based on customer needs, as directed by the service dispatcher or manager. You will also promote service maintenance programs and represent the dealership professionally, ensuring complete customer satisfaction through your leadership, technical expertise, and commitment to excellence.

Responsibilities

·         Team Leadership & Performance Management

o   Maintain the group’s Scheduled Maintenance (SM) completion at 100%.

o   Keep the group’s Work In Progress (WIP) to 30 days or less.

o   Keep the labor hour efficiency (LHE) for the group at or above the goal.

o   Maintain a First Fix Rate for the team at or above the goal.

o   Perform SM audits on team to ensure quality and compliance.

o   Assist in managing van inventories and optimizing parts mix to support operational efficiency.

o   Participate in annual reviews of team members, providing feedback on performance.

·         Service & Maintenance

o   Diagnose faulty equipment and apply knowledge of functional operation of units and systems to identify the extent and cause of malfunction.

o   Perform scheduled maintenance efficiently and effectively, in line with company procedures.

o   Maintain records of all service work and repairs performed, submitting paperwork in a timely and accurate manner.

o   Operate equipment for testing and demonstrations, ensuring correct operation.

·         Safety & Compliance

o   Complete all required safety training in a timely manner, stay current on all required safety training, and practice safe work habits at all times.

o   Maintain a current and clean driving record and drive safely and efficiently within the service area.

o   Attain Carolina Handling certifications and demonstrate a high degree of technical skill in all required duties.

·         Operational Efficiency

o   Work with the service dispatcher and manager to maximize labor revenue and efficiency within the work schedule while accounting for 100% of work time.

o   Maintain company-supplied service van and uniforms in a clean and organized manner, as well as keeping an accurate inventory of tools and parts.

·         Customer Service & Professionalism

o   Communicate and work with the Parts and Sales departments to ensure customer needs are met and immediately report any potential issues.

o   Maintain a professional demeanor and appearance at all times. Communicate professionally while showing respect to customers and company personnel.

o   Demonstrate good judgment and personal attitude to uphold the company’s reputation for results-oriente