Service Team Lead

Cargotec; Middleton (MA); On-site; Full time

Job summary

A leading provider of load-handling solutions, Hiab seeks a Service Coordinator to supervise Technicians ensuring top-notch service for our customers. The ideal candidate will manage service orders and provide first contact for maintenance and repair calls, leveraging strong organizational and customer service skills.

Benefits

Comprehensive benefit package

401k program with company match

Paid training

Boot allowance

Tuition reimbursement

Qualifications

• 3+ years of dispatching experience preferred.
• 5+ years of customer service experience preferred.
• Ability to maintain a DOT Medical Card required.

Responsibilities

• Supervise coordination of Technicians for service delivery.
• Handle and schedule inbound service appointments.
• Troubleshoot customer issues for proper resolution.

Skills

Organizational skills

Customer service orientation

Decision making

Troubleshooting

Education

High School diploma or equivalent

Tools

Salesforce

SAP

Job description

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 $38.70-$40.85 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.
#LI-ONSITE

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