Team Lead, Technical Service (Hot Side)

Parts Town•Addison, IL

About The Position

The Team Lead, Technical Service (Hot Side) supports customers and monitors and motivates the hot-side Inside Service Technician team. Working closely with the broader Technical Service team, this person helps customers by creating cases, troubleshooting equipment, and resolving technical inquiries. The role also supports manufacturing partners by identifying and improving processes. The position calls for a collaborative, detail-oriented communicator who enjoys coaching teammates, sharing knowledge, and improving processes. The successful candidate is a go-to resource for customers and colleagues and can explain technical concepts involving steam, gas, and electricity. The schedule is an eight-hour weekday shift, Monday through Friday, between 8:00 a.m. and 4:30 p.m. Central Time or 9:00 a.m. and 5:30 p.m., with flexibility as needed. A quality, high-speed home internet connection is required. The posted salary range is $57,389.90–$77,449.79, based in part on qualifications, experience, and geographic location. The company describes itself as pay-for-performance; some roles may also offer profit sharing and an annual bonus. Parts Town emphasizes a collaborative workplace culture, growth, and work-life balance.

Requirements

At least 2 years of Technical Service experience.
Experience using Salesforce and Bloomfire to work with data and identify and solve problems.
Recognized as a go-to resource for customers and team members.
Interest in learning, helping others, sharing knowledge, and improving processes.
Ability to build relationships with business partners and internal and external customers.
Strong attention to detail.
Understanding of technical concepts, including steam, gas, and electricity.
Strong written and verbal English communication skills.
A quality, high-speed internet connection at home.
Availability for an eight-hour shift Monday through Friday, between 8:00 a.m. and 4:30 p.m. Central Time or 9:00 a.m. and 5:30 p.m., with flexibility as needed.

Responsibilities

Monitor and motivate the hot-side Inside Service Technician team, including monitoring service levels and keeping team documentation in Bloomfire updated.
Provide in-the-moment peer coaching to help ensure accurate, high-quality service for inbound callers.
Administer peer reviews of cases and troubleshooting procedures.
Collaborate with leadership on training procedures.
Join phone queues and support the team as needed.
Assist customers by creating cases, troubleshooting equipment, and resolving technical inquiries.
Support manufacturing partners by identifying and improving processes.
Work with the broader Technical Service team to support customers.