Carolina Handling, a Raymond Dealer, is one of the largest automation systems integrators in the world. We specialize in providing turnkey solutions for warehouses, distribution centers, and manufacturers. Our product and solutions offerings allow our customers to move material faster and more efficient by implementing automation equipment and technologies including…
Consulting
Material Handling Equipment, Parts, and Service
Automated Mobile Robots
Vision guided vehicles and automated guided vehicles
High Density Storage Solutions including ASRS, Robotic Goods to Person and Shuttle Systems
WMS/WES/WCS solutions and Software
Intralogistics Solutions and Automation including Conveyor and High-Speed Sortation
Telematics
Job Summary
As a Dock & Door Lead Service Technician, you will report to the Dock & Door Operations Manager and be responsible for keeping a team of technicians focused on achieving established goals while delivering exceptional customer service. In this role, you will troubleshoot service call issues, perform repairs, and conduct scheduled maintenance on equipment based on customer needs, as directed by the service dispatcher or manager. You will also promote service maintenance programs and represent the dealership professionally, ensuring complete customer satisfaction through your leadership, technical expertise, and commitment to excellence.Responsibilities
Team Leadership & Performance Management
o Maintain the group’s Scheduled Maintenance (SM) completion at 100%.
o Keep the group’s Work In Progress (WIP) to 30 days or less.
o Keep the labor hour efficiency (LHE) for the group at or above the goal.
o Maintain a First Fix Rate for the team at or above the goal.
o Perform SM audits on team to ensure quality and compliance.
o Assist in managing van inventories and optimizing parts mix to support operational efficiency.
o Participate in annual reviews of team members, providing feedback on performance.
Service & Maintenance
o Diagnose faulty equipment and apply knowledge of functional operation of units and systems to identify the extent and cause of malfunction.
o Perform scheduled maintenance efficiently and effectively, in line with company procedures.
o Maintain records of all service work and repairs performed, submitting paperwork in a timely and accurate manner.
o Operate equipment for testing and demonstrations, ensuring correct operation.
Safety & Compliance
o Complete all required safety training in a timely manner, stay current on all required safety training, and practice safe work habits at all times.
o Maintain a current and clean driving record and drive safely and efficiently within the service area.
o Attain Carolina Handling certifications and demonstrate a high degree of technical skill in all required duties.
Operational Efficiency
o Work with the service dispatcher and manager to maximize labor revenue and efficiency within the work schedule while accounting for 100% of work time.
o Maintain company-supplied service van and uniforms in a clean and organized manner, as well as keeping an accurate inventory of tools and parts.
Customer Service & Professionalism
o Communicate and work with the Parts and Sales departments to ensure customer needs are met and immediately report any potential issues.
o Maintain a professional demeanor and appearance at all times. Communicate professionally while showing respect to customers and company personnel.
o Demonstrate good judgment and personal attitude to uphold the company’s reputation for results-oriented service, goodwill, and professionalism.
Flexibility & Travel
o Be flexible with work schedules to meet customer needs and participate in ongoing on-the-job training and coaching.
o Travel out of town and stay overnight as required.
Perform any other duties as assigned or required to support the company's overall operations and objectives.
Requirements
All potential hires?are subject to pre-employment checks which include but are not limited to background checks, drug screenings, and motor vehicle record checks.
Must have and maintain a valid driver's license with a clean driving record.
Must be able to lift and/or move up to 75 pounds or more.
Basic mechanical skills.
Excellent customer service skills.
Excellent time management skills.
One to three years’ relevant experience and/or training preferred.
Basic knowledge of D.C. electricity and A.C. electricity, motor control, and wiring preferred.
Basic knowledge of hydraulic systems preferred.
Welding and cutting torch experience preferred.
Lift truck and scissor lift operation experience preferred.
High school diploma or equivalent.
Benefits of Joining the Team
Benefits Built For YOU! At Carolina Handling, taking care of Associates is our utmost priority. We are pleased to offer a comprehensive benefit program to protect your health, your family, and your way of life.
Health Benefits:
Medical, Dental and Vision Insurance, Prescription Drug Plan.
Financial and Tax-Saving Benefits:
Company-paid Disability, Life and AD&D Insurance; 401(k) plan with company match and profit sharing; Flexible Spending Accounts, Health Savings Account, and Dependent Care Account.
Additional Benefits:
Critical Illness, Legal Services, Identity Theft Protection, and Pet Insurance.
Company Benefits:
Paid Time Off, Employee Assistance Program, Tuition Reimbursement, Milestone & Anniversary Gifts, Philanthropy/ Corporate Contributions, Associate Giving Fund, and Discount Programs.
Comprehensive Perks Package Including:
Company-Provided Vehicle: Field technicians will receive a take-home Service Van, including fuel card and maintenance coverage, equipped with a wide range of tools, equipment, parts, and supplies.
Comprehensive Tool Kit: Each technician is equipped with a comprehensive tool kit containing all the essential tools, equipment and safety gear required for their specific role.
Annual Uniform & Boot Allowance
Growth and Development: Our comprehensive training programs, both in the classroom and in the shop, are designed to equip technicians with the skills and knowledge they need to excel in their roles and stay ahead in the ever-evolving industry.
Paid On the Job Training
Opportunity for Increased Income: With uncapped overtime hours, there's no limit to how much you can earn.
Career Growth and Advancement: With opportunities for internal mobility, mentorship programs, and leadership development initiatives, you can take your career to the next level with us.
Company-sponsored social events and team-building activities.
Employee recognition program
Physical Requirements & Working Conditions
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job unless it causes undue hardship.
This position is classified as heavy work, involving the operation of machinery, power tools, motor vehicles, and heavy equipment. Job tasks may require various physical activities such as walking, sitting, climbing, balancing, stooping, kneeling, crouching, and/or crawling, along with transitioning between work sites. Physical requirements include the ability to frequently lift and/or move objects weighing up to 50 pounds, constantly handle objects weighing up to 25 pounds, and occasionally handle objects weighing up to 100 pounds. Manual dexterity is crucial for operating machinery, tools, computers, and handling materials. Specific vision abilities essential for this role include close vision, peripheral vision, depth perception, and the capacity to adjust focus. Additionally, visual acuity is necessary to read documents, schematics, and equipment displays. Effective communication with both internal and external customers via telephone, demonstrating clear articulation and voice control, is essential. The ability to hear is necessary for communicating with coworkers and customers, as well as for safely operating equipment in noisy environments.
This role operates in diverse customer environments, including manufacturing, distribution, cold storage, and outdoor settings with exposure to various elements. It frequently involves exposure to oil, grease, dirt, extreme seasonal temperatures, outdoor elements, and vibration. Occasionally, the role may entail working in elevated conditions, encountering harmful or corrosive chemicals, and facing the risk of electric shock. There is potential exposure to hazards related to equipment movement and harmful chemicals/solvents if proper safety procedures are not followed. Noise levels typically range from moderate to high.
Travel Requirements: This role requires daily travel to customer sites in order to fulfill job responsibilities. Occasionally, overnight travel may be required to accommodate project needs or attend training classes. Due to the nature of the job requirements, work hours for this position are subject to change to meet the needs of the customer. This may include overtime, shift work, on-call duty, weekends, and holidays.
This job description is intended to outline the general nature and level of work being performed by individuals assigned to this position. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. Management reserves the right to modify, add, or remove duties as necessary to meet business needs. This job description does not create a contract of employment between the company and the employee.
Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Carolina Handling we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!
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