Service Lead

Job Description

Job Description

Description:

Position: Service Lead

Department: Production Systems

Location: Wixom, MI

FLSA: Exempt

Position Overview

The Service Lead is responsible for the overall performance and development of the Service Department. This role ensures service work is properly planned and completed on time while meeting customer expectations and quality standards. The Service Lead provides direction to service technicians and supports their training and career development. The position also works closely with Project Management and machine-build teams to maintain project schedules, coordinate resources, and prepare equipment for customer acceptance. By connecting service, production, and customer needs, the Service Lead helps improve response times, technical capabilities, and overall service quality.

Primary Functions and Responsibilities

• Prioritize, manage and schedule department for service installations, in-house repairs and preventative maintenance
• Supports integration with all departments
• Develop training documentation for customers and in-house service training
• Documents service installation actions by completing forms, reports, logs, and records
• Maintains customer confidence by keeping service information confidential
• Oversees preparation of quotes and verify all allocation of work with documentation utilizing SAP and Monday.com
• Verifies conformance of parts to bill of material and drawings, using measuring instruments, such as calipers, gauges, and micrometers
• Work together with PM to ensure build milestones are met per timing + material is ordered
• Prepare machines for internal Factory Acceptance Test (iFAT) and perform quality checks once iFAT is done
• Manage stock for machine builds (fittings, fasteners, hoses, cables, etc.)
• Conduct annual performance reviews
• Focus on customer satisfaction (use of surveys to analyze service tech work)
• Improve customer experience (response time, quality of service)
• Improve service documentation (troubleshot guidelines, follow up calls, reports, etc.)
• Improve expertise of technicians (work on Training plan / Qualification Matrix)
• Generate career path for service technicians (based on experience + time + knowhow)
• Analyze (OT) overtime per service technician and ensure time allocation makes sense per the job
• Maintain and manage the service schedule through collaboration with RGI - Mex
• Mange the RPR – RGI customer service area / hotline and manage service requests
• Generate best practice, lessons learned and troubleshooting documentation
• Implement a knowledge hub on Monday
• Other duties as assigned

Requirements:

Knowledge, Skills and Abilities

· Electrical and Mechanical troubleshooting

· MS office

· Proper use of all tools/machinery

· SAP

· Monday.com

Minimum Qualifications

· 5 years of technical service experience

· Associate degree or higher in a related discipline or a combination with experience

· Mechanically inclined

· Must be willing to travel 30% of the time

Work Environment & Physical Requirements

· Shop floor

· Ability to lift up to 50 lbs.