BestDrive Service Lead

Company Description

BestDrive, a wholly owned subsidiary of Continental, is quickly becoming the top choice among commercial trucking fleets for our high-quality products and exceptional service. BestDrive Commercial Tire Centers specializes in providing fleet customers with innovative tire solutions including award-winning Continental and General Tire brand products, innovative commercial solution products such as ContiPressureCheck, and a wide array of multi-brand truck tires to address all market segments. Since our founding in 2012, we presently have 25 locations throughout the United States and continue to rapidly expand our footprint throughout the country.

Job Description

HOW YOU WILL MAKE AN IMPACT -

The Service Lead is an hourly, hands-on leadership role responsible for coordinating and leading daily commercial tire service activities within a retail and fleet service environment. This position provides working leadership to service technicians while actively participating in service operations, including shop work, road service coordination, workflow execution, safety compliance, and customer service support.

The Service Lead works under the direction of the Store Manager and focuses on execution, technician guidance, and operational consistency, rather than independent departmental management. This role does not have final authority over hiring, termination, compensation, or disciplinary decisions.

Key Responsibilities

Service & Operations Leadership

• Lead and participate in daily service operations, including shop workflow, road service dispatch coordination, drive-up service, and emergency fleet calls.
• Perform hands-on tire service work as needed, including mounting, balancing, repairs, inspections, and related service activities.
• Provide real-time direction and task coordination to service technicians during shifts.
• Ensure service work is completed accurately, efficiently, and in compliance with established procedures and safety standards.
• Monitor service workflow and productivity to support customer turnaround and uptime expectations.
• Escalate operational issues, staffing challenges, or service delays to the Store Manager.

Customer & Fleet Service Support

• Serve as a first-level escalation point for service-related customer and fleet concerns.
• Assist with inbound service calls, scheduling, and coordination of service activities.
• Support accurate communication of service offerings and tire pricing in accordance with approved pricing structures.
• Promote a consistent, professional customer experience focused on safety, reliability, and service quality.

People Leadership & Training Support

• Provide day-to-day guidance, coaching, and direction to service technicians.
• Lead by example through active participation in service work and adherence to safety and quality standards.
• Support onboarding and training of new technicians and service staff.
• Reinforce productivity, attendance, conduct, and safety expectations.
• Communicate performance observations and concerns to the Store Manager and Human Resources.

Safety, Compliance & Asset Support

• Enforce all safety programs, including OSHA, DOT, and internal safety standards.
• Ensure compliance with torque procedures, PPE usage, lock-out/tag-out, and hazardous material handling.
• Maintain the Hazardous Materials (HazMat) Book and ensure required documentation is current.
• Verify service truck tools, equipment, and inventory are properly maintained.
• Support preventive maintenance, inspections, and safe operation of service vehicles.
• Maintain accurate mileage, fuel usage, and vehicle-related documentation as required.

Inventory & Administrative Support

• Assist with monitoring tire, supply, and service material inventory levels.
• Complete required service documentation, timekeeping inputs, and operational reporting.
• Support shop, yard, and service area housekeeping, organization, and safety standards.

Store Support & Coverage

• Provide operational support to the Store Manager as directed.
• Assist with execution of company initiatives, operational standards, and process improvements.
• Serve as a designated point of contact during Store Manager absences when assigned, with decision-making authority limited to routine operational matters.

Key Competencies

• Commercial Tire & Fleet Service Operations
• Hands-On Service Leadership
• Service Dispatch & Workflow Coordination
• Safety Compliance & Risk Awareness
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