Job Description

Summary/Objective

To maximize profitability of every technician and transaction and ensure customer satisfaction.

They will be the point of contact for direct report technicians (10-25 techs in a group) and for customers- internal/external. This person would be responsible for holding their techs accountable to their scorecard goals (driving safety, DTI, productivity). They will communicate with vendors as requested on assigned accounts.

Essential Functions:

Management of Technician

Technician Training & Development

* Provide on-boarding / training for new technicians & be first line of support

* Company policies & procedures

* How to use technology (tablets, phones/video conference, etc.)

* Ensure each technician attends mandatory training classes, including any online prep work

* Establish a multi-year development plan for each technician and ensure completion of milestones each year

* Meet with each technician in person weekly

* Review technician scorecard performance

* Review status open work orders / WIP

* Review status of PM completion

* Compliance with Company policies & procedures

* Perform as primary contact for all technician related inquiries

* Coach technicians on communication with customers

* Service work required to maintain a safe and productive piece of equipment

* How to identify customer needs that result in new revenue opportunities

* Daily oversite of technician productivity

* Manage to 100% billable time when on the job (outside of vacation, sick, training, etc.)

* PM?s are completed on schedule and within allowed time limits

* Repairs over 5 hours are appropriate and justifiable

* Review and approve requests for warranty work orders

* Perform unscheduled inspections of technician work in the field monthly

* Safety review

* Quality review

* Perform monthly audits of technician timesheet vs geo location

Customer Relations

* Perform service reviews with key clients monthly

* Respond to client questions and issues

* Handle billing discrepancies and manage outstanding invoices

* Ensure account profitability

* Review and update TMR and MM accounts for profitability ? Utilize cost reports for client reviews. Quarterly client reviews- fleet stats and large accounts

Competencies:

* Good communication skills

* Ability to evaluate team and dispatch correct level of tech expertise for customer

* Organized

* Understanding of the organizational plan and how their role and the role of their direct reports impacts the company

* Technical understanding

* Financial understanding

Experience/ Education:

* Minimum of high school education or equivalent

* Supervisor Experience

* Computer Skills with Microsoft Office Suite Experience