Team Lead Technician

Job Scope

The Team Lead Technician serves as a supervisory figure responsible for overseeing timely and high-quality repairs of members' products while ensuring exceptional member service within the home. This role also conducts daily service calls.

This Team Lead Technician promotes and sells additional products and services to enhance the company’s profitability. The role supervises and mentors both new and incumbent technicians, ensuring they receive thorough training on technical skills and customer interaction. It also collaborates with the district to facilitate specialized training and ensures all technicians meet or exceed customer service standards during in-home visits. The role includes monitoring technicians’ progress, providing guidance on readiness, identifying further training needs, and leading peer training sessions as necessary.

15-20 direct reports including new hire Home Appliances Service Tech mentees along with incumbent Home Appliances Service Technicians.

Area Manager, In-Home.

• Conduct daily service calls to assist customers with extensive repairs or when resources are insufficient to handle scheduled appointments.
• Observe and coach Service Technicians during in-home visits to members.
• Direct and train staff on key technical performance metrics, including Net Completes per Day, Member Satisfaction survey results, First Time Solutions, Recalls, and First Time Completes.
• Provide timely and quality repairs of members' products while maintaining high member service.
• Coach and train others on all operating policies used in the In Home business specific to the roles and responsibilities of an In-Home Service Technician (proper truck maintenance and parts inventory management).
• Instruct and engage others on the Value Added Services Processes (selling and member pro‑advocacy) through effective communication.
• Provide direction and technical assistance to peer and mentor technicians.
• Oversee allocation and utilization of equipment and materials related to company‑issued assets including vehicles, tools, and cell phones.
• Recommend methods to improve business performance and enhance the member experience.
• Serve as a liaison between the field team and upper management, facilitating effective communication.
• Assist the Area Manager in making employment decisions regarding hiring, promoting, demoting, and terminating, conducting performance appraisals, coaching, and developing associates.
• Perform other duties as assigned.

• High school diploma or equivalent.
• 3-4 years of related experience.
• License/certification in relevant field.
• Valid driver license for the state of employment.
• Up to 25% travel.
• 18 years of age or older.

• Knows, understands, demonstrates and coaches on all tool usage and needs, policies, processes, and procedures that apply to the In Home Services Home Appliance technician.
• Proven experience in appliance repair or a related field.
• Prerequisite:
  Must have experience as a Home Appliances Service Technician with a meets or above expectations review for the last 2 review periods.
• Strong knowledge of appliance repair, troubleshooting, and maintenance including familiarity with various appliance brands and models.
• Excellent verbal and written communication skills, including ability to explain technical information to customers and technicians clearly.
• Strong analytical and problem‑solving skills to address customer issues effectively.
• Ability to manage schedules, prioritize tasks, and oversee multiple service calls.
• Ability to perform all procedures and work instructions according to Quality Management System (QMS) standards.
• Demonstrates a commitment to safe work practices and coaches others in all aspects of the position including the work/member environment, use of personal protective equipment, and safe driving.
• Flexibility to work evenings or weekends as necessary to meet customer needs.
• Ability to constantly lift, carry, push, or pull up to 20 lbs (frequently 50 lbs; occasionally 100 lbs).
• Ability to provide candid assessments of new hires and incumbent technicians on areas related to ability, effort, training needed, and possible solutions.

• Strong ability to motivate and guide a team effectively.
• Previously certified mentor and/or peer trainer (internal).
• Previous experience in leading or mentoring a group of technicians (internal or external).

Moderate (15-30%).

Equal Opportunity Employer / Disability / Vet.