Lead Service Technician

FirstKey Homes•Fort Lauderdale, FL

6h•Onsite

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. This role also assists the Service Manager with administrative functions, inventory control, and record-keeping, and serves as a point of contact when the manager is absent. The Lead Service Technician contributes to employee observations, reviews, and disciplinary actions, and provides recommendations for hiring, performance reviews, and disciplinary actions. They perform repairs, replacements, and service inspections independently or with a team, confer with vendors/contractors to resolve problems, and maintain vendor relationships. The position involves completing site visits with residents to address concerns and ensure high resident satisfaction. Daily tasks include reviewing calendars for assigned work orders, ensuring all repair information and supplies are available, and managing scheduled work. The Lead is responsible for ensuring technicians complete required orders to meet budgeted utilization, supervising team goals and productivity, and coaching, training, guiding, and holding technicians accountable. Communication with the Service Coordination Team and Service Manager regarding work order status and SLA adherence is also crucial. Additionally, the role includes onboarding new technicians and training existing ones to improve skills and productivity.

Requirements

High School Diploma or equivalence
7-10 years of strong residential/commercial service experience
Valid driver’s license
Valid insurance
Knowledgeable of codes, municipal by-laws, inspection, estimating, and planning
Working knowledge of Microsoft Office
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
Knowledge of Building and Construction — materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads
Knowledge of Mechanical — machines and tools, including their designs, uses, repair, and maintenance
Knowledge of Customer Service — principles and processes for customer and personal services, including 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, 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 — 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

Plan, lead, coordinate, assign, inspect, and complete the installation, repair, and maintenance of FKH assets in their assigned MSA
Instruct employees in proper work methods and standards
Monitor internal and external work quality and workmanship
Ensure adherence to time schedules and safe work
Assist 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
Assist in observations, employee reviews, and disciplinary actions
Provide hiring, performance review, and disciplinary recommendations to the Service Manager
Work both independently or with the team to perform repairs, replacements, and service inspections
Confer with vendors /contractors to resolve problems and Maintain vendor relationships
Complete 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
Supervise 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
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