Service Lead

Service Lead

Summary:

Reporting to the Director, Service, the Service Lead will be responsible for supporting the Service Department (Maintenance & Repair Departments), including but not limited to process support and implementation, report creation and tracking, customer service support, contract management support, purchasing, billing oversight, EH&S management support, etc. This position is vital in supporting the Director, Service in the day-to-day operations.

Responsibilities:

• Support the outgoing quality, safety and efficacy of all maintenance and repair services, compliance with all applicable specifications, standard operating procedures, and applicable regulatory bodies.
• Support with Environmental Health & Safety (EH&S) management, ensuring the field workforce is in compliance with internal and regulatory requirements and onboarding of new field employees with safety training.
• Support various company initiatives, ensuring the success of various programs, including but not limited to sales (i.e. Elevator Zip), safety (i.e. JHA completion), etc.
• Support establishment of processes and standard operating procedures.
• Maintain and produce various reports for the Service Department, including KPI tracking, excessive calls, entrapments, etc.
• Track and manage consultant maintenance evaluation reports, including monthly and quarterly maintenance reports for strategic customers.
• Issue and manage purchase orders for maintenance and repair materials.
• Review and approve weekly time and attendance records for maintenance and repair supervisors.
• Establish daily huddles for entrapments, repeat calls, and any other critical topics.
• Oversee weekly service call billing, small repair, and quoted repair billing.
• Establish and track required service for trouble devices.
• Support service contract management. 
• Ensure compliance with applicable laws, regulations, and other certification/license requirements.
• Performs other duties as assigned.

Work Environment & Hazards:

• Mostly office-based but may require occasional visits to field locations.
• Exposure to confidential company data and sensitive regulatory information.

Work Contact Group:

• Significant contact with customers and field staff.
• Regular interaction with stakeholders and the various Operational Departments.
• Collaboration with all departments to ensure companywide compliance.

Qualifications

• Associate’s Degree in Business Administration, Operations, or a related field required. Bachelor’s Degree strongly preferred.
• A minimum of 3 years of related experience required. Elevator industry experience highly desired.
• Excellent written and oral communication skills with the ability to present to management and the field workforce.
• Excellent time management and organizational skills required.
• Must have exceptional multitasking skills and the ability to work in a demanding environment.
• Excellent customer service skills with the ability to establish strong relationships.
• Proficient in Microsoft Suite, specifically Excel, Outlook, Teams, and Word.

Special Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to travel to job sites and attend meetings at multiple locations as required. Travel up to 25%.
• Must be able to lift up-to 25 pounds at times.

Salary : $75,000 - $100,000