Field Support Team Lead

Company: Acorn Stairlifts
Location: Orlando
Posted on: May 27, 2023

Job Description:

Position Title: Field Support Team Lead
Department: Operations
Reports to: Technical Support Manager
GENERAL SUMMARY
Provide technical assistance and support for Field Technicians and Technical Support Representatives. Act as the primary contact point for customers/dealers/installers having questions or issues with product installation, breakdown, service or administrative Technical Support processes and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide secondary-level technical assistance on Acorn 180 and 120 for Field Technicians
• Assist Technical Support Technicians as required.
• Assist Technicians with parts ordering and service call scheduling.
• Schedule appointments in Installer when Installation Scheduling is not available.
• Accurately document all Technician contacts and outcomes in AGS.
• Determine warranty coverage and enforce field collections or provide accurate invoicing for finance department.
• Enforce on-site issue closing process with field technicians.
• Identify and escalate recurrent breakdown and services.
• Create, track and maintain Return Merchandise Authorizations as needed.
• Promptly escalate advanced-level technical requests and customer complaints.
• Actively process voicemail and Field Tech requests.
• Communicate daily operational concerns and/or issues effectively to management.
• Assist creating weekly schedule for Technical department.
• Monitor technicians' hourly performance and quality.
• Assist department manager in conducting training and coaching to constantly look for improvements in efficiency.
• Manage expectations and accountability of the Technical team members.
• Accurately generate and deliver requested reports.
• Identify training needs, develop and deliver training.
• Provide weekend and after-hours support to client base as required.
• Cooperate with other duties as requested by management. COMPETENCY
  To perform the job successfully, an individual should demonstrate the following competencies:
  • Adaptability - flex priorities, schedules and duties ensuring excellence
  • Attendance/Punctuality - consistently at work and on time
  • Communication - timely and effective 360 - communication in positive or negative situations
  • Computer Skills - keyboarding, database, email, file retrieval
  • Customer Service - manages difficult or emotional customer situations; responds to requests for service and assistance
  • Dependability - consistently follows instructions and responds to management direction
  • Decision making - chooses excellence, customer satisfaction and profitability
  • Employee Development - coach and mentor team members
  • Employee Management - prioritize day-to-day operation meeting team goals
  • Ethics - uncompromising integrity and honesty
  • Initiative - is resourceful, creative and does not wait to develop solutions
  • Innovation - develop or cross-apply novel solutions
  • Interpersonal - maintains positive and professional relations
  • Job knowledge - clearly understands the job requirements with their effect on customer satisfaction
  • Judgment - exhibits wisdom and discernment in decisions
  • Leadership - provide direct control and guidance of team
  • Problem Solving - identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully
  • Product expertise - Acorn 120 expert level and Acorn 180 expert level
  • Productivity - efficient throughput of technical inquiries
  • Professionalism - attitude of experience, expertise and competence
  • Results driven - focus on making things happen efficiently and effectively
  • Sense of urgency - responding appropriately as situations dictate
  • Tactical Thinking - identify and develop tactics needed to support strategies
  • Teamwork - supports and works well with others
  • Technical skills - product specialization and methodological troubleshooting QUALIFICATIONS
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    Education/Experience
    Associates' degree (AA) or equivalent from two-year college or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.
    Language Ability
    • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
    • Ability to write routine reports and correspondence.
    • Ability to speak effectively before groups of customers or employees of organization. Reasoning Ability
      • Ability to accurately interpret and understand written, oral or diagram instructions.
      • Ability to deal with problems involving several concrete variables in standardized situations
      • Ability to apply analytical thinking to work through troubleshooting situations with installers, dealer and clientele. Computer Skills
        To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software and Contact Management systems. Proficient in AGS.
        Work Environment
        The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
        • The noise level in the work environment is usually moderate. Physical Demands
          The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
          • The employee must regularly lift and/or move up to 10 pounds.
          • While performing the duties of this job, the employee is regularly required to sit and talk or hear.
            NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Keywords: Acorn Stairlifts, Orlando , Field Support Team Lead, Other , Orlando, Florida