Service Center Shop Lead

International Drilling Equipment•Rural Hall, NC

2d•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. The lead directs daily shop work and job sequencing, tracks work orders and blockers, maintains authoritative status in Microsoft Dynamics 365 Field Service, and ensures technicians document their work by the end of each workday. The role is the final shop quality authority for repair, PDI, off-hire, commissioning, startup preparation, conversion, fabrication, inspection, and other shop work, including documented final QC on all equipment leaving the shop. The lead also serves as the primary technical escalation point for shop technicians and coordinates with the Service Manager, Service Coordinator, Service Administrator, Parts, Tech Support, trainers, Logistics, and technicians. The position supports technician development through daily direction, coaching, mentoring, documented weekly development reviews, and performance-review input. It also standardizes workflows, enforces safety and compliance requirements, promotes shop organization, and escalates unexpected repairs, damage, parts delays, scope changes, safety concerns, and timeline risks. Approved AI tools may be used for specified work-support purposes, but AI-assisted work must be reviewed by the employee, who remains accountable for it. Normal hours are 9:00 a.m. to 5:30 p.m. with a 30-minute unpaid lunch; arrival by 8:30 a.m. is required when conducting the start-of-shift huddle. Schedule flexibility is required for operational needs. Travel may be required up to 35%, including overnight travel. Approximately 75% of the workday is spent on the shop floor or in the yard and 25% at a desk or computer. The position is based at the Rural Hall, North Carolina location.

Requirements

High school diploma or equivalent required.
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 the position, including lifting and carrying up to 50 pounds.
Ability to work a schedule requiring flexibility for operational needs, equipment movement, loading/unloading, urgent repairs, training, and service-center support.
Ability to travel up to 35%, including possible overnight travel.

Nice To Haves

Five or more years of heavy-equipment, construction-equipment, foundation-drilling, diesel, industrial-service, or comparable mechanical experience preferred.
Prior lead, foreman, or technician-coaching experience preferred.
AI experience preferred.

Responsibilities

Lead the daily start-of-shift huddle and communicate priorities, technician assignments, safety concerns, parts constraints, expected progress, and known risks.
Assign and reassign shop work based on technician skill, job complexity, urgency, parts readiness, and approved department priorities.
Own daily job sequencing, shop WIP visibility, work-order progress, technical-completion status, and identification of blockers.
Monitor work throughout the day, remove operational bottlenecks, and ensure each active job has an assigned technician, current status, promise end date, and documented blocker when delayed.
Review all open shop work orders daily and escalate those that have been 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 the final shop quality authority for repair, PDI, off-hire, commissioning, startup preparation, conversion, fabrication, inspection, 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 QC on 100% of 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; only the Service Manager may override a QC hold, and failed safety or technical requirements may not be waived to meet a commercial commitment.
Act as the primary technical escalation point for shop technicians and engage Tech Support, OEMs, vendors, or management when further expertise is needed.
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 a collaborative shop culture.
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 environment.
Control tooling, shared equipment, WIP areas, 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.
Use only company-approved AI tools; review AI-assisted work and remain accountable for it.