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Senior Technical Lead

2 months ago

Richmond, Texas, United States ABM Industries Full time

Position Overview: We are seeking a highly skilled and experienced Senior Technical Lead to join our team at ABM Industries. This role requires a deep understanding of technical systems and the ability to guide and mentor fellow service representatives in troubleshooting and problem resolution.

Key Responsibilities:

  • Utilize advanced technical knowledge to assist team members in diagnosing and resolving issues effectively.
  • Exhibit a strong commitment to training and developing others within the organization.
  • Be a reliable resource for training service technicians and new hires.
  • Empower technicians to independently troubleshoot issues by providing guidance rather than direct solutions.
  • Maintain current knowledge of equipment and industry concepts to ensure high-quality service.
  • Assess problems critically to determine whether to repair or replace equipment.
  • Research and utilize relevant manuals and online resources to enhance problem-solving capabilities.
  • Engage with technical organizations to further develop expertise.
  • Manage a substantial volume of service calls while maintaining quality standards.
  • Employ systematic questioning techniques to accurately identify customer complaints and relate them to system functionality.
  • Follow detailed troubleshooting protocols to efficiently identify faults.
  • Minimize unnecessary callbacks by thoroughly checking systems before concluding service calls.
  • Ensure safety and limit controls are properly set before leaving the job site.
  • Seek assistance for complex issues and resolve them prior to departure.
  • Utilize appropriate tools and instruments for effective troubleshooting.
  • Communicate effectively with customers regarding job status and future visits.
  • Investigate customer complaints to uncover underlying issues.
  • Respond to customer concerns with empathy and understanding.
  • Provide customers with clear instructions on proper system usage when issues arise from misuse.
  • Reassure customers about the resolution of their issues, explaining causes and remedies, and outlining next steps if necessary.
  • Demonstrate strong organizational skills by prioritizing tasks effectively, including adherence to call schedules and proper planning for job site visits.
  • Complete all necessary documentation accurately and promptly.
  • Ensure customer signatures are obtained on service reports as required.
  • Keep management informed of any significant developments or customer feedback.
  • Adapt communication to suit the technical understanding of various audiences.
  • Educate customer personnel to handle emergencies independently and recognize when to seek professional assistance.
  • Identify essential training needs for customers and allocate time accordingly.
  • Support sales efforts by providing qualified leads and alerting them to competitive activities.
  • Assist in pricing agreements and special projects as directed by management.
  • In the presence of a supervisor, oversee smaller teams as needed.
  • Report performance issues to the supervisor to ensure team accountability.

Qualifications:

  • Must be at least 18 years of age.
  • Must meet all requirements for working in specific environments as applicable.
  • Preferred: Experience in customer service, supervisory roles, and commercial HVAC systems.

Equal Opportunity: ABM Industries is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.