Mobile Services Team Leader Wesco Turf + Hector Turf

Genesis Distribution; Deerfield Beach (FL); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health Insurance

Wellness resources

Growth opportunities

Competitive salary bonus

Job summary

Wesco Turf in Florida seeks a Mobile Services Team Leader to guide the Mobile Repair Team, ensuring service excellence and on-time repairs on first attempt. You will oversee customer bill and warranty work, driving quality and timely outcomes.

Responsibilities include leading daily/weekly meetings, coordinating training, and monitoring performance metrics to sustain high levels of customer satisfaction and operational efficiency.

Qualifications

• Minimum high school and training at vocational/technical trade school or training seminars in the Commercial Turf Industry
• Minimum of five years experience in a related field
• Must be well organized and able to create a daily/weekly plan based on workload
• Requires strong leadership skills with good administrative skills
• Must analyze documents and procedures
• Advanced mechanical background to assess situations for customers' best interest
• Ability to communicate professionally with customers and colleagues

Responsibilities

• Lead daily/weekly meetings with advisors and technicians to discuss workload and expectations
• Attend monthly staff meetings and discuss financials, service results, and forecasts
• Conduct performance discussions to ensure goals and utilization targets are met
• Review monthly performance focusing on turnaround time and first-time fix rate
• Follow up on all customer bill and warranty work to exceed goals and deadlines
• Complete annual reviews and coordinate training for staff
• Schedule and monitor training requirements including testing and certifications
• Coordinate with admin to schedule service work and manage department capacity
• Communicate with vendors and shops to facilitate outsourced repairs
• Ensure customer status is communicated and satisfaction surveys are followed up

Job description

The Mobile Services Team Leader is responsible for providing leadership to the Mobile Repair Team to ensure the Service Department exceeds our customers’ expectations, by delivering quality, timely repairs, meeting promise dates on the first repair. Provides oversight to all customer bill and warranty repair work.

To grow and build a successful career with Wesco Turf, you will be responsible for:

Personnel Accountabilities and Responsibilities

• Hold daily/weekly virtual and onsite meetings with advisors, and technicians to discuss workload and expectations for the day/week. Discuss customer service, billing, irregularities, communication, and recognition
• Attend monthly staff meetings, discuss previous month’s financials, customer service results, turn times, and forecast for next month’s business
• Conduct performance discussions with staff on expectations, priorities, ensuring they are meeting core roles, maintaining a standard level of utilization and billing at the appropriate level
• Review monthly performance with focus on turn time and fixed right first trip with advisors, discuss impact strengths and opportunities
• Follow up on the performance and processing of all customer bill, and warranty work to ensure we are exceeding goals and achieving deadlines set
• Complete all annual reviews prior to the due date
• Schedule and follow up on all training requirements for administrative and technician staff, to include testing, webinars, internal/vendor provided certification and training

Customer Service Accountabilities and Responsibilities

• Reach out to customers, including equipment managers and superintendents, to gain insight into service performance.
• Follow up with customers on negative feedback from RSS data
• Monitor advisor calls to determine quality of service being offered

Process Accountabilities and Responsibilities

• Coordinate with admin team to schedule all service work, consistently monitoring the capacity of the department, available technicians and the needs of the customers’
• Coordinate with the Team on progress of repairs to determine if completion times are still accurate, then communicate customer status
• Obtain authorization for repairs before repairs are conducted and document thoroughly on repair order authorization form with date, time, name and signatures or initials of person giving authorization for work to be completed
• In coordination with the team’s advisor group, contact vendors and machine shops to facilitate repair of outsourced equipment
• Follow up on the scheduling of service calls for repaired units, ensure advisors are discussing the completed repairs with customer, and verify contact for customer satisfaction survey follow up

Vendor Accountabilities and Responsibilities

• Prepare team for monthly TAC calls, ensure team follows up on cases with Vendors weekly
• Coordinate with the Warranty Administrator to monitor vendor warranty claims process
• Coordinate with the Warranty Administrator on the return of defective parts through the RGA issuing process, track the return, and send to vendor for reimbursement
• Communicate with vendors on a consistent basis, following up on any deficiencies, or needs
• Manage Vendor rework reports ensuring timely completion.

What Can We Give You?

Wesco’s foundation is built on the strength and quality of our people. We are committed to providing all of the resources and tools necessary to help our people be successful. Recognizing that our employees are our greatest resource, our competitive rewards package is designed to attract and retain our talented associates.

Health Insurance– Medical, dental, and vision insurance is available to full-time employees, eligible dependents, and spouses.

Wellness– We offer full-time associates a variety of mental health, financial health, and other types of resources.

Growth Opportunities– Nearly half of our employees have worked in our organization for over ten years. We are committed to the advancement of our employees by providing challenging work assignments, formal and informal training, professional associations, and networking opportunities.

Competitive Salary– In addition to their base pay, employees are eligible for our company-wide bonus that is dependent on Wesco meeting our sales goals. We have met these goals every year for the past 10 years, the bonus is equivalent to 0-3 weeks of additional pay and is prorated for your first year. Employees in our Service and Operations departments are eligible for a monthly incentive program based on performance.

What Do You Need?

To be considered for this role, a candidate should meet the following minimal requirements:

• Minimum High school and training at vocational, technical trade school or training seminars in the Commercial Turf Industry
• Minimum of five years experience in a related field experience
• Must be well organized and able to create a daily/weekly plan based on overall workload
• Requires strong leadership skills with good administrative skills
• Must have the ability to read and analyze documents and procedure manuals
• Requires an advanced mechanical background with the ability to assess situations and respond in the customers’ best interest
• Requires the ability to communicate in a professional and courteous manner to all customers as well as fellow employees
• Requires the ability to multitask and handle situations responding to the needs of Team Members

About Wesco Turf + Hector Turf

We are an exclusive provider for Toro, Club Car, Bernhard, Salsco, Harper, Ventrac, and MCI-Flowtronex and Watertronics Pump Stations in Florida and Southern Georgia. Since 1987 Wesco Turf has been the golf, grounds, and irrigation market leader. We are a worldwide provider of the highest quality used golf course equipment. Wesco has been honored multiple times as Toro’s North American Distributor of Excellence. Wesco’s foundation is built on the strength and quality of our people. Nearly half of our associates have worked in our organization for over ten years. We are committed to providing all of the resources and tools necessary to help our people be successful. We foster an environment that offers challenging, stimulating and financially rewarding opportunities for our employees. Every one of our associates is important. Wesco is committed to peak performance from our individuals and the teams they comprise. Our execution depends on teamwork. Teamwork is the key to our success. Being a contributing member of the Wesco Turf team insures opportunity and growth for all. We’re committed to providing the best products and services to our customers. We firmly believe