Service Center Shop Lead

International Drilling Equipment•Rural Hall, NC

3d•Onsite

About The Position

International Drilling Equipment (IDE) is seeking a Service Center Shop Lead to serve as the front-line operational and technical leader for the IDE service shop. The role owns daily shop execution, work-order progress, technician assignments, work-in-process visibility, technical-completion status, documented final quality control, safety, housekeeping, tooling control, and technician coaching. IDE is a growing, family-owned business providing foundation equipment and drill rigs, along with client education and ongoing equipment servicing. Its mission is to deliver high-quality products and smart solutions that support a smarter, safer, and more efficient industry. This position is based at the Rural Hall, North Carolina location and reports to the Service Manager. Normal hours are 9:00 a.m. to 5:30 p.m., with a 30-minute unpaid lunch. The employee must arrive by 8:30 a.m. when conducting the start-of-shift huddle. Schedule flexibility is required for operational needs. Travel may be required up to 35%, including possible overnight travel. Approximately 75% of the workday is spent on the shop floor or in the yard and 25% at a desk or computer.

Requirements

High school diploma or equivalent.
Valid driver's license required at hire.
Ability to obtain company-required forklift, crane and rigging, lockout/tagout, first aid/CPR, OSHA-related, manufacturer, and equipment qualifications after hire.
Working proficiency in Dynamics 365 Field Service, Outlook, Teams, SharePoint, Excel, technical manuals, and OEM portals, or ability to attain proficiency through company training.
Strong communication, organization, prioritization, documentation, coaching, conflict-resolution, safety, and follow-through skills.
Ability to meet the physical demands of prolonged standing, frequent walking, bending, stooping, kneeling, crouching, climbing, reaching, and operating tools or test equipment.
Ability to lift and carry up to 50 pounds.
Ability to work amid moderate-to-high noise, outdoor weather, heat and cold, dust, dirt, grease, fumes, uneven surfaces, and moving equipment.
Required PPE includes safety-toe footwear, safety glasses, hearing protection, high-visibility apparel, gloves, and hard hats.

Nice To Haves

Five or more years of heavy-equipment, construction-equipment, foundation-drilling, diesel, industrial-service, or comparable mechanical experience.
Prior lead, foreman, or technician-coaching experience.
AI experience; use is limited to company-approved AI tools, and AI-assisted work must be reviewed by the employee, who remains accountable for it.

Responsibilities

Lead the daily start-of-shift huddle to communicate priorities, technician assignments, safety concerns, parts constraints, expected progress, and known risks.
Assign and reassign shop work based on technician skills, job complexity, urgency, parts readiness, and approved department priorities.
Manage daily job sequencing, shop work-in-process visibility, work-order progress, technical-completion status, and blockers.
Monitor work throughout the day, remove operational bottlenecks, and ensure active jobs have an assigned technician, current status, promise end date, and documented blocker when delayed.
Review open shop work orders daily and escalate work orders open for 10 days.
Maintain authoritative shop work-order status in Microsoft Dynamics 365 Field Service.
Ensure technicians enter labor, notes, photos, inspection results, expenses, test results, and completion records by the end of each workday.
Serve as final shop quality authority for repairs, PDI, off-hire, commissioning, startup preparation, conversions, fabrication, inspections, and other shop work.
Perform and document in-process inspections and final quality-control reviews using applicable manuals, schematics, checklists, OEM requirements, and IDE standards.
Complete and document final quality control on all equipment leaving the shop and store final QC records in the correct SharePoint folder.
Stop or hold unsafe, incomplete, undocumented, or poor-quality work and require corrective action before release; a QC hold may be overridden only by the Service Manager.
Serve as the primary technical escalation point for shop technicians and engage Tech Support, OEMs, vendors, or management when additional expertise is required.
Provide daily direction, on-the-job coaching, technical mentoring, and accountability to shop technicians.
Identify skill gaps, recommend training, support onboarding, track progression requirements, provide performance-review input, participate in formal performance reviews, and support succession planning.
Complete documented technician-development reviews weekly.
Reinforce expectations for workmanship, professionalism, time entry, documentation, housekeeping, and safety, and promote collaborative knowledge-sharing.
Standardize shop workflows and implement best practices for scheduling, documentation, and quality control using applicable manuals, schematics, and OEM processes.
Enforce PPE, lockout/tagout, crane, rigging, lifting, housekeeping, and other applicable safety requirements.
Conduct shop safety inspections, document observed issues, require immediate correction, and escalate repeated concerns to the Service Manager.
Maintain a clean, organized, labeled, and professional shop and yard; control tooling, shared equipment, WIP and staging areas, consumables, and equipment awaiting repair or release.
Act as the on-floor safety leader and stop unsafe work immediately.
Complete formal incident reports for review and signature by the Service Manager.
Escalate hidden damage, unexpected repairs, parts delays, scope changes, safety concerns, and timeline risks to the Service Coordinator on the same business day.
Notify the Service Coordinator of additional damage or scope changes and provide technical findings, photos, inspection results, and technician input to support estimate development.
Provide accurate, timely shop-status updates to the Service Coordinator.
Coordinate daily with the Service Manager, Service Coordinator, Service Administrator, Parts, Tech Support, trainers, Logistics, and technicians.