Mobile Services Team Leader

What Will You Do?

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.