- Lead a team of 15+ technicians, provide leadership and guidance to deliver company results.
- Meet one-on-one with direct reports to provide coaching and mentoring and help them find solutions.
- Retrieve, review and monitor metrics, reports, process documentation, customer service logs, and/or training or safety records as needed to analyze team productivity reports and follow up with technicians as necessary to make recommended changes to improve maintenance and repair efficiency.
- Travel to technician and customer locations frequently.
- Participate in and/or lead regular meetings with market team members across various organizational functions, such as dispatch, parts, billing, etc.
- Monitor operations to ensure that technicians comply with administrative and DOT policies and procedures, safety rules and regulations, applicable environmental and/or government regulations, and work is accomplished in a manner consistent with organizational standards and requirements.
- Perform onboarding activities for technicians, such as requesting equipment or tools and company-issued service truck, completing all forms of new hire documentation, and/or providing access to various company systems to ensure all have resources, tools, and equipment they need to complete their work safely and effectively.
- Regularly conduct safety audits and Quality Control Inspections (QCIs) and Safety Audits.
- Assist in the development of and/or adherence to a monthly budget.
- Coordinate with market team members to set goals and strategies for improving team and market productivity.
- Collaborate and coordinate with dispatch and sales team to ensure each tech has full schedule every day.
- Delegate work to technicians as unscheduled repair calls come in and coordinate with internal team accordingly.
- Participate in a regular safety meeting to review organizational safety information and messages to reiterate the safety culture of the company.
- Implement safety processes and procedures and monitor technicians' adherence to them.
- Provide guidance and expert advice to management, subordinates, or customers on technical, systems-, or process-related topics and encourage others to do the same.
- Collaborate with customers to provide solutions that meet customer vehicle maintenance requirements. Able to act as liaison between technicians and customers.
- Facilitate communication and problem solving across various organizational functions to resolve any issues.
- Provide technicians with standard and emergency operating procedures for maintenance, replacement, and repair work.
- Monitor inventory levels of equipment, parts, or tools across technicians.
- Interview, select, and train new technicians.
- Actively work across company organizations to resolve items related to the technician's role, such as HR, Parts/Procurement, Fleet Management, IT, etc.
- Operate a company-issued vehicle to travel to technicians and customer locations.
- May perform some technician duties such as preventive maintenance or parts repairs or replacements as needed using the appropriate tools and equipment to model appropriate practices for technicians.
- Performs other duties and responsibilities as assigned. Requirements
- Bachelor's degree in a related discipline and 6 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and one (1) years' experience in a related field; or 10 years' experience in a related field.
- 1+ year of experience in management or lead role
- Safe drivers needed; valid driver's license required.
- Must be at least 21 yrs. or older.
- Skills in coaching, mentoring, teaching, disciplining, having difficult conversations and 'tough love' as it pertains to mobile technicians.
- Knowledge of the mobile work environment and challenges, maintenance practices, and processes requirements for mobile maintenance.
- Ability to coordinate multiple group efforts to solve issues related to the technician job.
- Ability to act with a high sense of urgency. Required Competencies:
- Ethics & Values: Adheres to an appropriate and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he preaches.
- Action Oriented: Has a sense of urgency daily; is action oriented; not fearful of acting with a minimum of planning; seizes more opportunities than others.
- Technician Focus: Will seamlessly adjust leadership approaches and technique to manage a diverse set of technicians.
- Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in services; acts with customers/technicians in mind; establishes and maintains effective relationships with customers/technicians and gains their trust and respect.
- Systems: Demonstrated ability to learn and use IT systems related to technician day to day activity and performance, such as various dispatching software, reporting tools, Workday, Salesforce, Kronos, Power BI, etc.
- Functional/Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
- Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he disagrees.
- Interpersonal Savvy: Relates well to all kinds of people – up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
- Problem Solving: Can identify problems and develop practical solutions. Able to understand internal constraints and avoid a 'take it or leave it' approach to problem-solving.
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Mobile Technician Leader - Fresno, United States - Dickinson Fleet Services
