In this role, you will make an impact in the following ways:

• Supervise and Coach Team Members: Manage and coach Service Technicians and Service Team Leaders, ensuring effective work schedules, on-the-job training, and opportunities for professional growth.
• Coordinate Repair Plans: Communicate repair plans clearly to technicians in line with customer quotes, while monitoring repair quality and technician productivity to ensure timely and efficient service.
• Technical Support and Escalation: Act as the first line of support for service technicians; escalate technical issues that require higher expertise to ensure prompt resolution and customer satisfaction.
• Service Logistics Management: Oversee the allocation of materials, equipment, and manpower, ensuring that all operations comply with safety standards, quality benchmarks, and customer requirements.
• Customer Engagement and Communication: Develop and review repair quotes for accuracy, communicate updates to customers regarding repair progress, and handle any adjustments to plans or schedules.
• Continuous Improvement Initiatives: Participate in and drive continuous improvement projects by reviewing and refining processes, enhancing operational efficiency, and aligning with evolving customer needs and business goals.
• Monitor Performance Metrics: Track and manage goals for the branch, focusing on technician performance, customer satisfaction, and operational efficiency to meet company benchmarks.
• Warranty and Documentation Management: Ensure proper handling of warranty claims by analyzing root causes, documenting service work, and filing claims according to company and regulatory guidelines.

• Leadership and Team Management: Experience leading a technical team, including scheduling, coaching, performance reviews, and career development.
• Technical Problem-Solving: Strong diagnostic and troubleshooting skills using mechanical and electronic tools to identify and resolve equipment issues.
• Customer Relationship Management: Ability to build and maintain strong customer relationships through effective communication and resolution of service concerns.
• Financial Acumen: Competency in understanding key financial metrics and applying them to make informed business decisions, including managing service costs and quoting accuracy.
• Process Improvement Mindset: Experience in continuous improvement initiatives aimed at enhancing efficiency, safety, and service quality.
• Industry Experience: Prior experience in sectors like Datacenter, Power Generation, and/or Commercial Marine is highly desirable, as is the ability to address and resolve customer issues even outside of standard business hours.