ES Regional Service Lead

Burwell Material Handling•Saint Albans, WV

12d•Hybrid

About The Position

The ES Regional Service Lead participates in and oversees all activities related to the fulfillment of assigned projects, along with the growth & delivery of services associated with Planned Maintenance Agreements and Emergency Service within an assigned territory. To accomplish these objectives, the ES Service Lead will leverage all available resources to facilitate existing and generate new business while paying respect to timely delivery of services, quality of workmanship, customer relationship management and the accommodation and development of the Burwell installation and support team.

Requirements

Participates in and oversees all activities related to the fulfillment of assigned projects.
Oversees the growth & delivery of services associated with Planned Maintenance Agreements and Emergency Service within an assigned territory.
Leverages all available resources to facilitate existing and generate new business.
Ensures timely delivery of services.
Ensures quality of workmanship.
Manages customer relationships.
Accommodates and develops the Burwell installation and support team.
Participates in hiring, development, safety training & evaluation of employees.
Aligns installer staffing levels & skills sets with workload.
Holds team accountable for timely processing of work orders and open parts tickets.
Holds subordinates accountable for timely and professional resolutions to employee and customer inquiries and complaints.
Makes preemptive & reactive visits to key accounts.
Facilitates Project Manager & customer labor requests.
Schedules and provides appropriately skilled installers.
Leverages the ERP and related software & reports.
Monitors and evaluates team performance.
Works in harmony with other departments and outside vendors.
Manages vehicle inventories, tools, safety programming and vehicle maintenance.
Performs performance and salary reviews.
Escalates concerns as appropriate.
Contributes to the development of best practices.
Takes on special projects as assigned.

Responsibilities

Deliver budgeted Revenue & Gross Margin objectives related to ES Projects, Planned Maintenance Agreements and General Parts & Service operations.
Provide leadership & guidance in the effort to grow ES aftermarket revenue base, while ensuring proper job planning, timely delivery of services, quality of workmanship, customer satisfaction and subordinate performance & development objectives.
Participates in hiring, development, safety training & evaluation of employees to ensure safe, high-level performance, engagement and retention.
Aligns installer staffing levels & skills sets with workload to optimize employee productivity.
Holds team accountable for all key metrics including the timely processing of related work orders and open parts tickets to minimize WIP and A/R matters while optimizing cashflow.
Hold subordinates accountable for timely and professional resolutions to employee and customer inquiries and complaints.
Makes preemptive & reactive visits to key accounts as needed to deepen rapport, set expectations, resolve differences and foster employee/customer satisfaction.
Facilitates Project Manager & customer labor requests to schedule and provide appropriately skilled installers, including self as necessary, for the fulfillment of quoted projects.
Leverages the ERP and related software & reports to optimize the planning and delivery of service schedules and maintenance plans.
Monitors and evaluates team performance; shares results with team and provides coaching and support to address shortfalls.
Works in harmony with other departments and outside vendors to optimize processes in the pursuit of revenue growth, business retention and employee development.
Manages for optimum vehicle inventories, tools, safety programming and vehicle maintenance to avoid unnecessary downtime and plan for replacements of same.
Performs performance and salary reviews to optimize performance & reduce employee turnover.
Escalates concerns as appropriate to optimize performance & avoid unnecessary risk.
Contributes to the development of best practices and strives to hold to those standards.
Willingly takes on special projects as assigned to optimize the business.

Benefits

Competitive pay based on experience
Medical
Dental
Vision
Accident
Short-Term Disability
Long-Term Disability
Life Insurance
401K with Company Match
Progressive Paid Time Off and Holidays – starting with 3 weeks PTO in your first year
Paid parental leave for moms and dads
Opportunities for growth and internal promotion
Annual Community Impact Day – paid volunteer time in the places we work and live