Team Lead, Technical Service (Cold Side)

Parts Town • Addison, IL

1d • $57,390 - $77,450

About The Position

The Team Lead, Technical Service (A.K.A. Team Lead, Tech Wizards) supports our customers and monitors and motivates their [cold side] Inside Service Technician team. They work closely with the entire Technical Service team to support our customers ! This person will work with their team to assist customers by creating cases, troubleshooting equipment, and resolving technical inquiries .

Requirements

• You have at least 2 year ( s ) of Technical Service experience .
• You’re passionate about using data to identify and solve problems (through Salesforce and Bloomfire) .
• You’ve been identified as a “go-to” resource for both customers and your team members !
• You love learning, helping others, sharing knowledge, and improving existing processes .
• You excel at building relationships with business partners as well as our internal and external customers .
• You pay close attention to detail ( as far as you’re concerned anything worth doing should be done the right way ).
• You understand technical concept s, includin g ( but not limited to ) : steam, gas, and electricity .
• You’re an all-star communicator and are proficient in English (both written and verbal)
• You have a quality, high speed internet connection at home
• You are available to work an 8 hour shift M-F between 8:00 AM - 4:30 PM (CST)/ 9:00 AM-5:30 PM with flexibility as needed

Responsibilities

• Monitor and Motivate – keep ing the team on task , monitor ing service level s, a nd ensur ing the teams’ documentation in Bloomfire is updated .
• Provid ing peer to peer coaching in the moment to ensure we are providing the most accurate and top-notch customer experience to o ur inbound callers .
• Administer ing peer-reviews of cases , troubleshooting procedures, and collaborat ing with leadership on training procedures .
• Displaying a readiness to jump in the phone queues and support our team wherever you are needed .
• S upport ing our manufacturing partners by identify ing and improv ing processes .

Benefits

• Parts Town Pride – check out our virtual tour and culture!
• Quarterly profit-sharing bonus
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed