Service Zone Leader

2 weeks ago

Goshen, United States Lippert Full time

Overview

Who We Are:

Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries. We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation, and premium products to all of our customers.

Why We are Different:

At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are. We have intentionally created a culture that values and celebrates our team members' unique and varied backgrounds, perspectives, and experiences. We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

What You will Get:

  1. A unique, inclusive and supportive company culture.
  2. Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more
  3. Fair and competitive compensation.
  4. Career development and mentoring and opportunities to grow.
  5. Holiday, personal and vacation days.
Summary/Objective

The zone leader is responsible for managing a team in a designated area. The zone leader supports and leads a team of service technicians to repair, replace, and record service issues on LCI products. The zone leader will support, train, and assist their team.

Essential Function
  1. Lead upwards to 5-10 team members.
  2. Motivator-effectively engages the team members around the mission and desired goal, focused on safety, quality, and efficiency. Always celebrating team wins.
  3. Servant Leader-valuing all members of the team and recognizing accomplishments as the team's and not your own. Serving team members with humility, respect, and dignity to grow trust and build the team's success.
  4. Humble/Coachable-Confident but humble in their role, teachable, and open to receive feedback and direction. Listens first to understand, then acts. Eager to learn.
  5. Effective communicator-Shares direction in a non-offensive manner. Is approachable and willing to listen to ideas and concerns. Has the ability to articulate and engage others.
  6. Courageous-Willing to hold self and team accountable. Is an agent for change and makes calculated decisions, speaks up when sees wrong or misalignment with core values and direction.
  7. Meetings-required daily, weekly, monthly meetings with their Communication is a key for success. With your teammates not working under one roof it is vital to conduct meetings on a regular basis to provide any incite to the team and to give an opportunity to discuss any open issues.
  8. Field tech audits-required to perform truck, personal, and quality audits. For an ongoing basis to help provide and feedback to your team and help the evaluation process.
  9. Maintaining a working relationship with key personal at OEM's is vital for a successful partnership. We will only get stronger when we build the solid relationships with our customers.
  10. Use Sales Engineers and Chassis Field Tech's teams as a tool. They are responsible for customer follow up and root case analysis. If there is a disgruntled customer pass them over to these teams. Remember you are there to help lead to solution of the situation at hand, not determine the root cause. This is important to maintain a positive service experience.
  11. Meeting expectations of the schedule. Responsible for monitoring the schedule on a daily basis. Our work is never done. The goal of completing jobs in a timely manner as not to disrupt OEM production is a must.
  12. Tools-Responsible for confirming that all zone field techs have the proper/workable tools to complete assigned tasks.
  13. Billable Work - You will be responsible for understanding customers' expectations for giving a PO on site. It's important to write "Billable" as the header for the Cause section before proceeding as normal. If there is any negative feedback from our customers do not keep pressing for PO's.
  14. Need to maintain in proper working conditions company issued equipment. Including cell phone's (if issued), tablets, trucks, welders, and tools, etc.
  15. Responsible to set your own schedule of jobs through Salesforce. Communication with your territory teammates on job assignments is very important. When a hot job is assigned or different direction is given by leader, this job will take precedence over any other jobs within your territory.
Competencies
  1. Professionalism
  2. Customer/Client Focus
  3. Teamwork
  4. Time management
  5. Innovative
  6. Quality driven
  7. Safety driven
Supervisory Responsibility

This position has supervisory responsibility over a team of 1-10 team members.

Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. While performing the duties of this job, the team member is regularly required to standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The team member may have to lift and/or move items over 50 pounds. This position is requiring standing, walking, using a tablet.

Position Type/Expected Hours of Work

This is a full-time hourly position, and hours/days of work are decided by leadership.

Travel

85% travel involved as you will constantly visit OEM's as a part of normal routine throughout any given day. Local travel and occasional overnight can be required.

Required Education and Experience
  1. Service Technician experience
  2. Customer service experience
  3. Must have valid driver license
  4. Ability to comply with all DOT regulations
Preferred Education and Experience
  1. 5+ years in a customer service technical setting
  2. Experience with Performa

Work Authorization/Security Clearance

Must be legally authorized to work in the United States.

Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities and activities may change at any time with or without notice.

Pay Group : AAP/EEO Statement

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law. This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters. All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert's strong commitment to equal employment opportunity requires a commitment by each individual team member. Compliance with the letter and spirit of this policy is required of all team members. Violations of this policy should be immediately reported to your leader or to any member of leadership. Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.

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