Lead Service Technician

First Key Homes•Winston-Salem, NC

23h•Hybrid

About The Position

Under the Direction of the Service Manager, The Service Technician Lead plans, leads, coordinates, assigns, inspects, and completes the installation, repair, and maintenance of FKH assets in their assigned MSA. The Team Lead will instruct employees in proper work methods and standards, monitor internal and external work quality and workmanship, and ensure adherence to time schedules and safe work. Assists Service Manager in the administrative function, inventory control, and record-keeping for the department. Serve as Point of Contact when Service Manager is out of office Assists in observations, employee reviews, and disciplinary actions. Provides hiring, performance review, and disciplinary recommendations to the Service Manager. Working both independently or with the team to perform repairs, replacements, and service inspections. Confers with vendors /contractors to resolve problems and Maintain vendor relationships. Completes site visits with Residents to review concerns and outline resolutions to maintain high resident sentiment. Review the calendar each day for assigned work orders to be completed. Ensure all requested repair information is gathered, all appropriate supplies are available, and all team members are managing scheduled work daily. Ensure all techs complete the required orders per day to achieve the budgeted utilization – supervising the team goals and productivity. Manage, coach, train, guide, and hold accountable all technicians to ensure the success of the overall team. Communicate with the Service Coordination Team and Service Manager regarding the status of open work orders and notify if SLA agreements/time frames noted in the company policies and procedures will not be met. Onboard new Technicians and train existing Technicians to improve skills and productivity. This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s manager at any time based on Company needs. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

High School Diploma or equivalence
7-10 years of strong residential/commercial service experience.
Must have a valid driver’s license, valid insurance
Knowledgeable of codes, municipal by-laws, inspection, estimating, and planning
Working knowledge of Microsoft Office and high proficiency with hand-held smart devices (iPad, etc.)
Type II or Universal E.P.A. certification (must be kept on file with Market & H.R.)
General knowledge and experience in reading, writing, and evaluating project specifications and scopes of work
Building and Construction — Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.
Mechanical — Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
Customer Service — Knowledge of principles and processes for customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Troubleshooting — Determining causes of operating errors and deciding what to do about it.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Repairing — Repairing machines or systems using the needed tools.
Equipment Selection — Determining the tools and equipment needed to do a job.
Time Management — Managing one's own time and the time of others.
Speaking — Talking to others to convey information effectively.
Proactive – Performing preventative checks and routine inspections must be able to see potential issues, take corrective measures, and anticipate ongoing needs. May also be required to keep a stock of spare parts, ordering and replacing as necessary.
Attention to Detail — The job requires being careful about detail and thorough in completing work tasks.
Tech Savvy - Comfortable and knowledgeable with technology and systems with the expectation to continue to learn, adapt and grow; ability to train on all systems.

Nice To Haves

Experience Leading a Team / Crew
Technical College or Trade Program
Previous multi or single-family turn or maintenance experience
Previous trade or general construction experience

Responsibilities

Plans, leads, coordinates, assigns, inspects, and completes the installation, repair, and maintenance of FKH assets in their assigned MSA.
Instructs employees in proper work methods and standards.
Monitors internal and external work quality and workmanship.
Ensures adherence to time schedules and safe work.
Assists Service Manager in administrative functions, inventory control, and record-keeping for the department.
Serves as Point of Contact when Service Manager is out of office.
Assists in observations, employee reviews, and disciplinary actions.
Provides hiring, performance review, and disciplinary recommendations to the Service Manager.
Performs repairs, replacements, and service inspections, working both independently or with the team.
Confers with vendors/contractors to resolve problems and maintain vendor relationships.
Completes site visits with Residents to review concerns and outline resolutions to maintain high resident sentiment.
Reviews the calendar each day for assigned work orders to be completed.
Ensures all requested repair information is gathered, all appropriate supplies are available, and all team members are managing scheduled work daily.
Ensures all techs complete the required orders per day to achieve the budgeted utilization – supervising the team goals and productivity.
Manages, coaches, trains, guides, and holds accountable all technicians to ensure the success of the overall team.
Communicates with the Service Coordination Team and Service Manager regarding the status of open work orders and notifies if SLA agreements/time frames noted in the company policies and procedures will not be met.
Onboards new Technicians and trains existing Technicians to improve skills and productivity.