Service Team Lead

Sciens Building Solutions; Georgia; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid time off

401(k) matching

Short term disability

Long term disability

Medical, dental, and vision plans

Life insurance

Tuition reimbursement

Professional development

Job summary

Sciens Building Solutions is seeking a Service Team Lead to manage the performance of Inspectors and Service Technicians, mentoring the team and ensuring knowledgeable, responsive, and courteous service. You will oversee schedules, quality control, and contract obligations while coordinating with the finance department to maintain timely invoicing.

The role requires a high school diploma or equivalent and 5+ years in customer service within fire and life safety.

Qualifications

• Five or more years of experience in customer service or related field in the fire and life safety industry.
• Strong organizational skills and ability to multi-task.
• Ability to manage, motivate, and develop people with a positive attitude.
• Proven track record of excellent customer service.
• FAL or FEL strongly preferred.

Responsibilities

• Provide supervision, mentoring, and training of assigned team members; lead performance management and identify training needs.
• Track and/or quote deficiencies.
• Oversee on-call, vacation, and subcontractor schedules.
• Direct day-to-day activities to meet company standards of excellence.
• Coordinate with finance to ensure accurate and timely billings.
• Ensure compliance with safety standards and contractual obligations.
• Direct corrective action and update the Service Manager.
• Participate in meetings and trainings.
• Provide feedback to set department goals and monitor progress.
• Review monitoring reports daily to preempt issues and maintain service quality.

Skills

Customer service

Team leadership

Organizational skills

Multi-tasking

Calm under pressure

Decision making

People development

Excellent customer service

Education

High school diploma or equivalent

FAL or FEL preferred

Job description

THE POSITION IN A NUTSHELL

SciensBuilding Solutionsseeks aService Team Lead. TheService Team Lead’s primary function is tomanage the performance of assigned Inspectors and Service Technicians to achieve a high customer satisfaction level, ensuring customers receiveknowledgeable, responsive, professional, and courteous service. This person will be responsible formanaging andmentoring the team members in all aspects of their assigned responsibilities, company policies, and procedures.

WHAT YOU’LL BE DOING (and doing well!)

• Provide supervision, mentoring, and training of assigned team members; lead the performance management process of team members and identify training and development needs.
• Track and/or quote deficiencies.
• Provide general oversite to the on-call schedule, vacation schedule, and subcontractor schedule.
• Direct the day-to-day activities of the service team to ensure all tasks are completed in a timely manner and meet the Company’s standards of excellence.
• Coordinate closely with the finance department to ensure billings are accurate and timely for customers.
• Ensure the Company meets its contractual obligations for all service contracts, emergency calls, service requests and monitoring agreements.
• Ensure compliance of all assigned employees to Sciens safety standards.
• Direct any corrective action and keep the Service Manager informed.
• Participate in Company-sponsored meetings, trainings, and other functions.
• Provide feedback to the Service Manager in establishing goals for department personnel; update and monitor on a regular basis.
• Ensure that monitoring reports are reviewed daily for trouble signals to ensure preventative measures are being taken to provide excellent customer service.

WHAT WE LIKE ABOUT YOU

• High school diploma or equivalent.
• Five or more years of experience in customer service or related field in the fire and life safety industry.
• FAL or FEL strongly preferred.
• Strong organizational skills.
• Ability to multi-task and manage self and team.
• Remain calm under pressure.
• Possess sound decision-making skills and practical judgment priorities.
• Ability to manage, motivate, and develop people with positive attitude.
• Proven track record of excellent customer service.

WHAT WE’RE BRINGING TO THE TABLE

• Competitive salary based on qualifications.
• Paid time off plan and holidays.
• 401(k) matching.
• Short term and long-term disability.
• Medical, dental, and vision plans with options.
• Life insurance.
• Professional career development opportunities.
• Tuition reimbursement program.