Team Lead, Technical Service (Hot Side)

Parts Town • Addison, IL

16h • $57,390 - $77,450

About The Position

As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority . That’s key. But we’re also looking for unique enthusiasm, high integrity, courage to embrace change…and if you know a few jokes, that puts you on the top of our list! Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We’re more interested in passionate people with fresh ideas from different backgrounds. That’s what keeps us at the top of our game. We’re proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain’s Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years. If you’re ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let’s chat – Apply Today!
The Team Lead, Technical Service (A.K.A. Team Lead, Tech Wizards) supports our customers and monitors and motivates their [ hot side] Inside Service Technician team. They work closely with the entire Technical Service team to support our customers ! This person will work with their team to assist customers by creating cases, troubleshooting equipment, and resolving technical inquiries .

Requirements

• You have at least 2 year ( s ) of Technical Service experience .
• You’re passionate about using data to identify and solve problems (through Salesforce and Bloomfire) .
• You’ve been identified as a “go-to” resource for both customers and your team members !
• You love learning, helping others, sharing knowledge, and improving existing processes .
• You excel at building relationships with business partners as well as our internal and external customers .
• You pay close attention to detail ( as far as you’re concerned anything worth doing should be done the right way ).
• You understand technical concept s, includin g ( but not limited to ) : steam, gas, and electricity .
• You’re an all-star communicator and are proficient in English (both written and verbal)
• You have a quality, high speed internet connection at home
• You are available to work an 8 hour shift M-F between 8:00 AM - 4:30 PM (CST)/ 9:00 AM-5:30 PM with flexibility as needed

Responsibilities

• Monitor and Motivate – keep ing the team on task , monitor ing service level s, a nd ensur ing the teams’ documentation in Bloomfire is updated .
• Provid ing peer to peer coaching in the moment to ensure we are providing the most accurate and top-notch customer experience to o ur inbound callers .
• Administer ing peer-reviews of cases , troubleshooting procedures, and collaborat ing with leadership on training procedures .
• Displaying a readiness to jump in the phone queues and support our team wherever you are needed .
• S upport ing our manufacturing partners by identify ing and improv ing processes .

Benefits

• Parts Town Pride – check out our virtual tour and culture!
• Quarterly profit-sharing bonus
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed