Job Details

Job Location: 11900 WESTHALL DR - CHARLOTTE, NC

Position Type: Full Time

Education Level: High School

Salary Range: Undisclosed

Travel Percentage: Up to 30%

Job Shift: Day

Description

Job Description Summary
The Large Machine Installations- Team Lead is responsible for providing support on all the machine models the Okuma field service team installs. The main responsibilities of this role include supporting site evaluations, managing installation timelines, scheduling service visits and dispatching technicians, aligning proper tools and equipment, researching technical details related to the installation, identifying areas for improvement and increasing overall efficiencies, and ensuring distributor/customer communication and satisfaction throughout the service process. This position will work closely with the Field Service Supervisor and the Field Service management team to ensure the department maintains an optimum level of performance and customer satisfaction.

The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Functions & Responsibilities
•   Site Evaluations: Supports the DCMC principal engineer. Performs the necessary investigation to ensure the job site is capable of successfully and safely installing the machine.
•   Scheduling: Performs necessary research to gather information on service requests and works with management to dispatch the appropriate field service technician. Coordinates internally with the field service team and assigns jobs to technicians based on area of expertise. Helps coordinate travel plans as needed.
•   Workflow Management: Manages new and ongoing work orders using scheduling software. Ensures customer information is entered correctly in the business system and closed out as needed. Prepares invoices and maintains service report data within CRM. Manages the product quality field upgrades.
•   Customer Service: Provides internal support and customer communication during field visits and/or dispatches.
•   Technical Support: Assists with business system technical problems and interfaces between internal departments and traveling field service technicians.
•   Documentation: Ensures field service technicians provide timely and detailed service reports and document processes. Reviews work orders for accuracy on a regular basis. Updates departmental reporting as requested by management.
•   Communication: Builds positive relationships with distributors/customers and keeps them apprised of service request status.
•   Adheres to all company employment policies and safe practices.
•   Performs other duties as assigned and explores opportunities to add value.

Qualifications

Experience/Training/Education
• High School Diploma or Equivalent
• Technical mindset
• 8+ years of experience

Knowledge/Skills/Abilities
General:
• Critical thinking, problem solving, analytical skills, multi-tasking and attention to detail
• Must effectively prioritize and manage multiple responsibilities
• Ability to work independently or collaboratively

Technical:
• Working knowledge of Microsoft products (Word, Excel, PowerPoint, D365, PowerBI, SharePoint)

Communication:
• Ability to draft detailed documentation and reports
• Excellent verbal and written communication skills, as well as exceptional listening skills
• Exceptional ability to speak and write effectively in a business environment

Math & Reasoning:
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to carry out instructions furnished in written, oral, or diagram form
• Ability to manage multiple projects simultaneously and willingness to adapt to change and take initiative
Physical and Environmental Elements
Physical Demands:
• Ability to sit continuously for the majority of the normal work shift, and stand, walk, and reach with hands and arms for a small portion of the normal work shift
• Ability to lift and carry, push, or pull up to 30 pounds
• Ability to stoop, crouch and reach
• Ability to talk or hear continuously
• Ability to see clearly to do all work-related tasks (clear or corrected vision at 20 inches or less)
• Finger dexterity is required frequently for over 3/4 of the normal work shift including operating a phone, computer/ electronic equipment

Work Environment:
• The majority of the position’s functions are performed in the office environment with standard equipment and moderate noise levels (examples: computers, printers, fax, copiers, light traffic, and phone)
• A small fraction of the position’s functions may be performed in the Okuma warehouse/ showroom. This role may interact with the production/warehouse environment. Thus, the employee may work in an open warehouse area where temperatures may be subject to outdoor conditions in terms of cold and heat. There is exposure to various tools and equipment as well as forklift operations and corresponding noise levels

Special Requirements
Maintain annual OSHA safety certifications as required by job duties