Service Lead

Job Description

Job Description

Job Title: Service Lead

Reports To: Sr. Service Manager

Location: Houston, Waco, Haslet

Company: TIME Manufacturing Company

Company Overview

TIME Manufacturing Company is a leading global manufacturer of vehicle-mounted aerial lifts, digger derricks, bucket trucks, and bridge inspection equipment. Through its renowned brands—Versalift, Ruthmann, Bluelift, France Elévateur, Movex, BrandFX, and Aspen Aerials—the company serves diverse industries, including electric utility, telecommunications, bridge inspection, tree care, and other fleet-supported sectors. With a strong commitment to innovation, quality, and customer satisfaction, TIME Manufacturing Company designs and manufactures top-tier products that enable professionals to operate safely and efficiently at various heights.

Job Summary

The Service Lead serves as the primary point of support and coordination for field service technicians, ensuring the delivery of safe, efficient, and high-quality service to customers. This role acts as a technical and operational resource for technicians, assisting with troubleshooting, work prioritization, training, process compliance, and communication between the field, customers, and management. The Service Lead helps drive service excellence, technician productivity, customer satisfaction, and continuous improvement initiatives across the service organization.

Key Responsibilities

• Support and assist service technicians with daily technical issues.
• Escalate and help resolve complex troubleshooting and repair challenges.
• Guide technicians in diagnosing hydraulic, electrical, mechanical, and operational problems.
• Foster a culture of safety, teamwork, accountability, and customer service.
• Mentor and onboard new technicians.
• Share technical knowledge and best practices across the team.
• Coordinate workloads and support service scheduling and prioritization.
• Ensure repairs, maintenance, and warranty work are completed on time.
• Review work orders and service documentation for accuracy and compliance.
• Monitor labor, parts usage, service reports, and customer records.
• Help manage service backlog and respond to urgent customer needs.
• Serve as a liaison between customers, technicians, parts, warranty, and management teams.
• Support customer issue resolution and communicate service updates.
• Help achieve service response and customer satisfaction goals.
• Identify recurring equipment issues and support corrective actions.
• Assist with service process improvements, training materials, and procedures.
• Ensure compliance with OEM standards, company policies, and safety regulations.
• Support incident investigations and corrective action efforts.
• Maintain environmental, health, and safety compliance.

Qualifications

• High school diploma or GED required.
• Technical degree, vocational certification, or equivalent experience preferred.
• 5+ years of service technician experience in heavy equipment, aerial lifts, vocational vehicles, manufacturing equipment, or related industries.
• Leadership, mentoring, or team lead experience preferred.
• Strong knowledge of hydraulic, electrical, mechanical, and control systems.
• Proven troubleshooting and diagnostic skills.
• Ability to lead and influence others without direct supervisory authority.
• Strong communication, organization, and time management skills.
• Proficiency with service management systems, work orders, and Microsoft Office.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong commitment to safety, quality, and customer satisfaction.

Physical Requirements

• Ability to lift up to 50 pounds occasionally.
• Ability to stand, walk, bend, climb, and work in industrial and field environments.
• Ability to travel as required to support technicians and customer locations.

Leadership Expectations

• Demonstrate Time Manufacturing's core values and leadership behaviors.
• Foster collaboration across departments.
• Lead by example in safety, quality, integrity, and customer service.

• Support the Senior Service Manager in achieving operational goals and developing a high-performing service organization.

Core Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance plans
• 401(k) with company match
• Paid time off and holidays
• Professional development opportunities
• Collaborative and innovative work environment

Equal Employment Opportunity (EEO) Statement
Time Manufacturing Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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