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About the Role

The Lead Service Technician ensures the Service Department consistently maintains a high level of customer satisfaction and adheres to all company and safety policies. This position is crucial for achieving the highest level of customer satisfaction by performing duties in accordance with current OEM practices and company policies.

Responsibilities

• Providing on-the-job technical support for technicians and assisting in the development of their skills.
• Conducting the flow of Accelerated service work, technician accountability, and vehicle repair completion.
• Ensuring compliance with all vendor policies and warranty procedures.
• Maintaining high-quality service repairs to minimize comebacks.
• Ensuring that all work is fairly and equally assigned.
• Investigating the progress of vehicle repair completion to ensure timely repairs, quality workmanship, and cleanliness.
• Ensuring that all warranty parts are properly handled and accounted for.
• Keeping abreast of all warranty policies and product changes.
• Ensuring that all repairs are documented with descriptive and precise comments.
• Ensuring that all vehicles are sent to QC when required and that repairs were completed correctly.
• Maintaining a safe and clean work environment.
• Ensuring the proper use, care, and storage of all tools.
• Understanding and keeping abreast of all federal, state, and local regulations affecting service operations.
• Attending all Service Department staff meetings as required.

Requirements

• Minimum of 5 years technical experience in the medium/heavy-duty truck industry.
• A valid Class “B” Commercial Driver’s License.
• A high degree of product and technical knowledge.
• Must be a team player with a strong sense of commitment to the customer.
• Must be self-motivated with good written and verbal communication skills.
• Must conduct him/herself in a professional manner.
• Must be flexible and adapt to change readily.
• Must have superior problem-solving skills to achieve a win-win solution.
• Promote continuous improvement and lead others in a positive direction.
• Must be able to understand, communicate, and evaluate all vendor and International Warranty guidelines, approval processes and policies.

Skills

• Technical support
• Team development
• Warranty procedures
• Quality control
• Work assignment
• Repair documentation
• Tool management
• Regulatory compliance
• Communication skills
• Problem-solving
• Continuous improvement
• Organizational skills
• Service Portal utilization

Experience Level

• Minimum of 5 years technical experience