Dock & Door Technician, Team Leader

The Raymond Corporation • Raleigh, NC

114d

About The Position

As a Dock & Door Lead Service Technician, you will report to the Dock & Door Operations Manager and be responsible for keeping a team of technicians focused on achieving established goals while delivering exceptional customer service. In this role, you will troubleshoot service call issues, perform repairs, and conduct scheduled maintenance on equipment based on customer needs, as directed by the service dispatcher or manager. You will also promote service maintenance programs and represent the dealership professionally, ensuring complete customer satisfaction through your leadership, technical expertise, and commitment to excellence.

Requirements

• Must have and maintain a valid driver's license with a clean driving record.
• Must be able to lift and/or move up to 75 pounds or more.
• Basic mechanical skills.
• Excellent customer service skills.
• Excellent time management skills.
• One to three years' relevant experience and/or training preferred.
• Basic knowledge of D.C. electricity and A.C. electricity, motor control, and wiring preferred.
• Basic knowledge of hydraulic systems preferred.
• Welding and cutting torch experience preferred.
• Lift truck and scissor lift operation experience preferred.
• High school diploma or equivalent.

Responsibilities

• Maintain the group's Scheduled Maintenance (SM) completion at 100%.
• Keep the group's Work In Progress (WIP) to 30 days or less.
• Keep the labor hour efficiency (LHE) for the group at or above the goal.
• Maintain a First Fix Rate for the team at or above the goal.
• Perform SM audits on team to ensure quality and compliance.
• Assist in managing van inventories and optimizing parts mix to support operational efficiency.
• Participate in annual reviews of team members, providing feedback on performance.
• Diagnose faulty equipment and apply knowledge of functional operation of units and systems to identify the extent and cause of malfunction.
• Perform scheduled maintenance efficiently and effectively, in line with company procedures.
• Maintain records of all service work and repairs performed, submitting paperwork in a timely and accurate manner.
• Operate equipment for testing and demonstrations, ensuring correct operation.
• Complete all required safety training in a timely manner, stay current on all required safety training, and practice safe work habits at all times.
• Maintain a current and clean driving record and drive safely and efficiently within the service area.
• Attain Carolina Handling certifications and demonstrate a high degree of technical skill in all required duties.
• Work with the service dispatcher and manager to maximize labor revenue and efficiency within the work schedule while accounting for 100% of work time.
• Maintain company-supplied service van and uniforms in a clean and organized manner, as well as keeping an accurate inventory of tools and parts.
• Communicate and work with the Parts and Sales departments to ensure customer needs are met and immediately report any potential issues.
• Maintain a professional demeanor and appearance at all times. Communicate professionally while showing respect to customers and company personnel.
• Demonstrate good judgment and personal attitude to uphold the company's reputation for results-oriented service, goodwill, and professionalism.
• Be flexible with work schedules to meet customer needs and participate in ongoing on-the-job training and coaching.
• Travel out of town and stay overnight as required.
• Perform any other duties as assigned or required to support the company's overall operations and objectives.

Benefits

• Medical, Dental and Vision Insurance, Prescription Drug Plan.
• Company-paid Disability, Life and AD&D Insurance; 401(k) plan with company match and profit sharing; Flexible Spending Accounts, Health Savings Account, and Dependent Care Account.
• Critical Illness, Legal Services, Identity Theft Protection, and Pet Insurance.
• Paid Time Off, Employee Assistance Program, Tuition Reimbursement, Milestone & Anniversary Gifts, Philanthropy/ Corporate Contributions, Associate Giving Fund, and Discount Programs.
• Company-Provided Vehicle: Field technicians will receive a take-home Service Van, including fuel card and maintenance coverage, equipped with a wide range of tools, equipment, parts, and supplies.
• Comprehensive Tool Kit: Each technician is equipped with a comprehensive tool kit containing all the essential tools, equipment and safety gear required for their specific role.
• Annual Uniform & Boot Allowance.
• Growth and Development: Our comprehensive training programs, both in the classroom and in the shop, are designed to equip technicians with the skills and knowledge they need to excel in their roles and stay ahead in the ever-evolving industry.
• Paid On the Job Training.
• Opportunity for Increased Income: With uncapped overtime hours, there's no limit to how much you can earn.
• Career Growth and Advancement: With opportunities for internal mobility, mentorship programs, and leadership development initiatives, you can take your career to the next level with us.
• Company-sponsored social events and team-building activities.
• Employee recognition program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED