Service Team Lead

As pioneers and global leader, Hiab is ambitious to write forward our success story, inspiring and shaping our industry. The world in which we operate with our class-leading products, intelligent services and innovative digital solutions is constantly changing.

Compensation Data

Salary ranges from $38.50-$39.50 per hour based on skills and experience. You will be part of

Hiab offers a variety of different career possibilities for different backgrounds and ambitions, so whatever your passion is, we may just have the job for you! We want to bring in new expertise and fresh ideas, while providing our existing employees with new and interesting career opportunities. Your talent, experience and passion may just be what we seek or need to shape the future of Hiab and our industry. We offer as well:

Employees First way of life: all of us should experience Easiness, Empowerment and Excellence every day at work
Comprehensive benefit package including; health, vision, dental, company-paid & voluntary life insurance upon first day of employment
401k program with 6% company match
Personal time off and company-paid holidays
Opportunities for career growth and competitive salary commensurate with experience
Paid training
Boot allowance
Company mentoring program
Tuition reimbursement for job-related continued education
Referral Program
You may also be provided with a company cell phone, laptop and/or credit card, all to be used for the purpose of conducting company business Purpose of the position

The purpose of the role is to supervise the coordination of Technicians for the delivery of service. Serve as a primary contact for customer calls for maintenance and repair. Be responsible for service orders throughout the service delivery process from creation/scheduling to closure. Main tasks and responsibilities

Provide first point of contact to customers/visitors/callers
Handle and schedule inbound service appointments
Achieve timeliness in response to customer requests and Hiab service quality expectations
Troubleshoot customer issues to determine service level required for proper resolution
Handle and schedule planned maintenance and contractual appointments with customers ensuring Technicians are effectively utilized and resource leveling within assigned area
Create estimates for customers – review estimates greater than $5,000 with District Service Manager
Ensure compliance with customer approval requirements
Monitor open orders ensuring timely completion and closure of service appointments by technicians
Be the initial contact for service complaints and route to the proper party for resolution
Quality control check for completed work orders prior to invoicing
Follow proper reporting procedures to ensure compliance with planned and contractual maintenance events
Update partner functions and customer/equipment data
Manage DOT hours of service for Technicians under purview
Protect self and others by following applicable safety rules, agreed working practices and environmental requirements. Alerting the District Manager of any safety concerns
Work closely with Service Support to ensure maintenance plans are kept on schedule
Verifying required parts have been delivered to Field Technicians
Support District Manager and technicians in planning of fleet maintenance and management of service vehicles
Participate in continuous improvement of systems and processes by providing feedback and be actively involved in implementation of Hiab improvement programs (Safety, Salesforce, SOPs, etc.)
Up to 10% travel required
Other duties, as assigned What you’ll need to succeed

Education:
High School diploma or equivalent required

Working experience:
3+ years of dispatching experience preferred
5+ years of customer service experience preferred

Skills and competencies:
Ability to obtain and maintain a 1-year DOT Medical Card is required for this position
Experience using Salesforce and SAP preferred
Possess strong organizational skills
High attention to detail
Working knowledge of applicable regulations
Quick and confident with decision making
Must have a working knowledge of the geographical area in which you are covering
Working knowledge of DOT hours of service
Can handle multiple duties with good time management
Highly customer service oriented as well as a good leader to the team
Can troubleshoot equipment issues with basic technical knowledge
Able to develop a professional rapport with both customers and technicians

Personal attributes or qualities:
High energy
Excellent oral and written communication skills
Strategic thought process that delivers results
Service and customer focused Interested to join?

If you are excited about this opportunity, please submit your Resume/CV today for consideration!

HIAB USA is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other legally protected characteristic. All employment decisions, including recruitment, hiring, and training, are based on merit, qualifications, and business needs.
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Hiab (Nasdaq Helsinki: HIAB) is a leading provider of smart and sustainable on road load-handling solutions, committed to delivering the best customer experience every day with the most engaged people and partners. Hiab's premium equipment includes HIAB, EFFER and ARGOS loader cranes, MOFFETT and PRINCETON truck mounted forklifts, LOGLIFT forestry cranes, JONSERED recycling cranes, MULTILIFT skiploaders and hooklifts, GALFAB roll-off cable hoists, ZEPRO, DEL and WALTCO tail lifts, and the service brand HIPERFORM, a comprehensive suite of smart solutions that help maximise the life-cycle value of Hiab’s equipment.
As the industry pioneer, Hiab continues to make on road load-handling smarter, safer and more sustainable to build a better tomorrow. Globally, Hiab is represented on every continent through its extensive network of 3,000 own and partner sales and service locations, enabling delivery to over 100 countries. The company's continuing operations sales in 2024 totalled approximately EUR 1.6 billion and it employs over 4,000 people. www.hiabgroup.com