Service Lead

Time Manufacturing Company•New Caney, TX

6d•Onsite

About The Position

The Service Lead serves as the primary point of support and coordination for field service technicians, ensuring the delivery of safe, efficient, and high-quality service to customers. This role acts as a technical and operational resource for technicians, assisting with troubleshooting, work prioritization, training, process compliance, and communication between the field, customers, and management. The Service Lead helps drive service excellence, technician productivity, customer satisfaction, and continuous improvement initiatives across the service organization.

Requirements

High school diploma or GED required.
5+ years of service technician experience in heavy equipment, aerial lifts, vocational vehicles, manufacturing equipment, or related industries.
Strong knowledge of hydraulic, electrical, mechanical, and control systems.
Proven troubleshooting and diagnostic skills.
Ability to lead and influence others without direct supervisory authority.
Strong communication, organization, and time management skills.
Proficiency with service management systems, work orders, and Microsoft Office.
Ability to manage multiple priorities in a fast-paced environment.
Strong commitment to safety, quality, and customer satisfaction.

Nice To Haves

Technical degree, vocational certification, or equivalent experience preferred.
Leadership, mentoring, or team lead experience preferred.

Responsibilities

Support and assist service technicians with daily technical issues.
Escalate and help resolve complex troubleshooting and repair challenges.
Guide technicians in diagnosing hydraulic, electrical, mechanical, and operational problems.
Foster a culture of safety, teamwork, accountability, and customer service.
Mentor and onboard new technicians.
Share technical knowledge and best practices across the team.
Coordinate workloads and support service scheduling and prioritization.
Ensure repairs, maintenance, and warranty work are completed on time.
Review work orders and service documentation for accuracy and compliance.
Monitor labor, parts usage, service reports, and customer records.
Help manage service backlog and respond to urgent customer needs.
Serve as a liaison between customers, technicians, parts, warranty, and management teams.
Support customer issue resolution and communicate service updates.
Help achieve service response and customer satisfaction goals.
Identify recurring equipment issues and support corrective actions.
Assist with service process improvements, training materials, and procedures.
Ensure compliance with OEM standards, company policies, and safety regulations.
Support incident investigations and corrective action efforts.
Maintain environmental, health, and safety compliance.