Team Lead, Technical Service (Hot Side)

Parts Town; Addison, City of Plattsburgh, Fort Wayne (IL, NY, IN); On-site; USD 57,000 - 77,000; Full time

Benefits offered by this job

Team member appreciation events and 认呢

Volunteer opportunities

Monthly IT stipend

Casual dress code

On-demand pay options

Health insurance

401k/401k match

Paid time off

Professional development opportunities

Job summary

Parts Town is seeking a Team Lead, Technical Service to support our customers and guide the Inside Service Technician team. You’ll work with the Technical Service group to create cases, troubleshoot equipment, and resolve technical inquiries while driving a high standard of service.

You will coach teammates, monitor service levels, and collaborate with leadership on training efforts, ensuring a fast and accurate response to customer needs in a dynamic environment.

Qualifications

• 2+ years in Technical Service or related support role.
• Experience using data to identify and solve problems (Salesforce, Bloomfire).
• Proven ability to communicate clearly with customers and team members.

Responsibilities

• Monitor and motivate the Inside Service Technician team to meet service levels.
• Coach peers in real-time to ensure top-notch customer experience for inbound calls.
• Review cases and training procedures with leadership; support manufacturing partners."
• Be ready to jump into phone queues and assist the team as needed.
• Identify and improve processes in collaboration with partners.

Skills

Technical Service experience

Data-driven problem solving

English proficiency

Tools

Salesforce

Bloomfire

Job description

Technical ServiceAddison,IllinoisPlattsburgh,New YorkFort Wayne,Indiana

As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority . That’s key. But we’re also looking for unique enthusiasm, high integrity, courage to embrace change…and if you know a few jokes, that puts you on the top of our list!

Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We’re more interested in passionate people with fresh ideas from different backgrounds. That’s what keeps us at the top of our game. We’re proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain’s Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years.

If you’re ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let’s chat –

• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.

The Job at a Glance

The Team Lead, Technical Service (A.K.A. Team Lead, Tech Wizards) supports our customers and monitors and motivates their [ hot side] Inside Service Technician team. They work closely with the entire Technical Service team to support our customers ! This person will work with their team to assist customers by creating cases, troubleshooting equipment, and resolving technical inquiries .

A Typical Day

• Monitor and Motivate – keep ing the team on task , monitor ing service level s, a nd ensur ing the teams’ documentation in Bloomfire is updated .
• Provid ing peer to peer coaching in the moment to ensure we are providing the most accurate and top-notch customer experience to o ur inbound callers .
• Administer ing peer-reviews of cases , troubleshooting procedures, and collaborat ing with leadership on training procedures .
• Displaying a readiness to jump in the phone queues and support our team wherever you are needed .
• S upport ing our manufacturing partners by identify ing and improv ing processes .

To Land This Opportunity

• You have at least 2 year ( s ) of Technical Service experience .
• You’re passionate about using data to identify and solve problems (through Salesforce and Bloomfire) .
• You’ve been identified as a “go-to” resource for both customers and your team members !
• You love learning, helping others, sharing knowledge, and improving existing processes .
• You excel at building relationships with business partners as well as our internal and external customers .
• You pay close attention to detail ( as far as you’re concerned anything worth doing should be done the right way ).
• You understand technical concept s, includin g ( but not limited to ) : steam, gas, and electricity .
• You’re an all-star communicator and are proficient in English (both written and verbal)
• You have a quality, high speed internet connection at home
• You are available to work an 8 hour shift M-F between 8:00 AM - 4:30 PM (CST)/ 9:00 AM-5:30 PM with flexibility as needed

About Your Future Team

The Technical Service group is a team of experienced, passionate, and dedicated professionals. We have over 500 years of combined experience, but we’re constantly learning and growing! We are a close-knit team that loves collaborating. We’re not afraid to get our hands dirty, and we’re always willing to go the extra mile. We are also a lot of fun! We frequently challenge ourselves by experimenting with our foodservice equipment. We’re the most popular team at lunchtime (because we know how to cook)! If you’re looking for a passionate team that is always willing to go the extra mile, then the Technical Service group is the team for you!

At Parts Town, we value transparency and are committed to ensuring our team members feel appreciated and supported. We prioritize our positive workplace culture where collaboration, growth, and work-life balance are celebrated. The salary range for this role is $57,389.90-$77,449.79 which is based on including but not limited to qualifications, experience, and geographical location. Parts Town is a pay for performance-company. In addition to base pay, some roles offer a profit-sharing program, and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.

Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.