Service Support Lead- Weekends/ Afterhours

Service

The Altec Service Group has an immediate opening for a Team Lead within the Service Support area (that is, Administrative, Inventory, Parts, and Estimating). Respond and resolve escalated issues and/or complex request for customers. Monitor daily workflow and ensure that correct procedures are followed. Identify system and workflow improvements to enhance the team's efficiency. Coach, train, and guide less experienced team members.

Value-Driven: Customer First - Enjoyment of Work - Family - Financial Stability - Integrity - People are our Greatest Strength - Quality - Spiritual Development - Teamwork

**This hire will work a combination of 3 - 12 hours shifts and 1 - 4 hour shifts any 4 days Monday - Sunday.

**The shifts are the following: 2 p.m. - 2 a.m.; 2 a.m. - 2 p.m. This shift is a weekend/ afterhours position.

MAJOR RESPONSIBILITIES:

Administrative Service Support

• Daily Supervision of Support Team
• Hold associates accountable for work quality and performance and manage this performance to achieve absolute customer service
• Performs specific customer requirements for the opening and closing of Service Requests.
• Determines correct billing requirements to fulfill requests accurately and timely are being meet by reading Service Request, Estimates, and any other related information.
• Resolves problems with strong analytical and administrative abilities. Flexibility is a must, with detail orientation, and a passion for resolving problems within a service environment.
• Uses analytical information to identity Service Request or payments errors to facilitate continuous improvement.
• Monitors, maintains and assigns daily workload from the Universal Work Queue (UWQ, QlikView, Installed Base Queue, and Service Cloud as required to maintain level loading across the team and provide timely output.
• Ensures proper team wide adherence for the opening and closing of Service Requests. Ability to conduct corrective training as needed.
• Effectively represents Team Altec; Communicates any customer needs/requests within Service's scope to the appropriate Altec entity or External customer.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

• High School Diploma or GED required with
• Ten years of experience in an industry-related field required (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function

OR

• Bachelor's Degree with
• Three years' experience in industry related field require (i.e. Customer Service with manufactured products or product services; Material Support or inventory control for manufactured products; or Service Writing in a dealership) or in a similar job function

In addition,

• Strong Computer Skills, especially in Microsoft Word and Microsoft Excel
• Successful Leadership experience required
• Strong Computer Skills, especially in Microsoft Word and Microsoft Excel
• Demonstrated Problem Solving Skills
• Strong attention to detail
• Solid team player with a collaborative nature
• Ability to multitask and handle multiple transactions
• Ability to work effectively in a fast-paced environment
• Excellent written and verbal communication skills

OTHER POSITION SPECIFICATIONS:

• Demonstrated record of responsibility
• Extremely detail oriented
• Customer Service Oriented
• Motivated, goal oriented and persistent
• Maintain Company confidentiality
• Must handle stress and deadlines well
• Participate in Continuous Improvement Initiatives
• Travel 0-25%
• Responsibility for safety in everything we do
• Ensures appropriate reviews have been performed as needed for high quality
• Continuous attention to all job functions ensuring quality products
• Requires outside and inside contacts to carry out company policy and programs; Improper handling will have considerable effect on operational results; Must often deal with matters requiring explanation, persuasion and obtaining of approvals

Should the selected candidate meet the qualifications of a more experienced level in the career path, the job level may be adjusted.

Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.