Job Details

Raymond West is looking for an innovative Branch Team Lead to join the Service Department. The Branch Team Lead assists the District Service Managers and is responsible for administrative, field, and customer service operations within a specific geographical area. This person will ensure that each assigned Technician receives the appropriate training, support, and equipment necessary to perform their job of providing unparalleled customer and technical service. The Branch Team Lead will serve as a first line support manager to current and new customers providing expert advice and information as it relates to all the customer's aftermarket needs. Internally, this position will work closely with all branch operations personnel, making certain that all field service work is submitted and processed in a timely and accurate manner. Additionally, this position is working in conjunction with the District Service Manager and Parts manager will provide first line support for the proper levels and mix of parts inventory for each technician assigned to their assigned territory. The Branch Team Lead is responsible for coordinating all operational activities associated with a specific function within the assigned department and assists in the supervision of several employees as direct reports.

Raymond West is committed to providing our customers with end-to-end warehouse solutions. We bring you our industry-leading expertise in lift trucks, racking, conveyor, dock and door, rentals, parts, and service. Our customers trust us to provide the right supply chain solutions and services to keep their business up and running.

Duties and Responsibilities:

Primary duties and responsibilities will vary with the specific position. Typical responsibilities are listed below. This list is not inclusive.

• Assign and supervise the operational activities within the Service Department
• Determine work procedures and expedite workflow.
• Issues instructions to staff
• Troubleshoot and resolve problems.
• Arrange schedules and set priorities for staff.
• Communicate processes and procedures to internal and external constituents.
• Train and coach staff on process and procedures
• Assist in the overall direction of the department; may serve as member of various committees.
• Conduct performance evaluations for direct reports
• Manage employee's timecard utilizing the company's Time and Attendance system.
• Assists direct reports to help achieve Service Department goals.
• Direct and prepare reports for Service Department Senior leadership.
• Participate in Company or Department projects.
• Ensure employees and team are following all Company Policies
• Works closely with other departments and communicate with all levels of employees, customers, and Manufacturers both verbally and in writing.
• Demonstrates drive and initiative.
• Maintains a professional attitude in all matters.
• Must be able to manage time efficiently.
• Expected to bill a minimum of 50 percent of their time to revenue generating charge codes, as assigned by Service Department leadership.
• Become competent in all aspects of the operation of Raymond West's Paperless Work Order process.
• Meet with the District Service Manager evaluate both technical and administrative training requirements needs of assigned technicians. The purpose of this evaluation is to develop plans that will all consistent customer support that is not dependent of individual performers.
• Complete at least one Quality Assurance sheet for each technician assigned to the team.
• Assist in recruiting potential service candidates. Interview and make company aligned, strategic hiring decisions based on the needs of the assigned branch.
• Work in conjunction with your designated Technical Trainer and Operations Manager to ensure each direct report is provided the required and necessary Technical Training.
• Visit with customers to make certain that our customers are extremely satisfied with the product and services provided by your branch and RW.
• Complete all additional branch operational tasks and projects as assigned and deemed appropriate by the District Service Manager.
• Repairing and Maintaining Mechanical Equipment - Servicing, repairing, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily based on mechanical and electrical principles.
• Operating Vehicles, Mechanized Devices, or Equipment - Running, maneuvering, navigating, or driving vehicles or mechanized equipment, such as forklifts.
• Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
• Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
• Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, via two-way radio, in written form, e-mail, or in person.
• Inspecting Equipment, Structures, or Material - Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
• Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
• Controlling Machines and Processes - Using either control mechanisms or direct physical activity to operate machines or processes (including computers and vehicles).
• Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
• Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls - This job requires using your hands to handle, control, or feel objects, tools, or controls on a regular basis.
• Face-to-Face and Phone/Radio Discussions - Ability to conduct professional and informative face-to-face and phone/radio discussions with customers, vendors, and team members as part of this job.
• Time Pressure - Ability to meet strict deadlines.
• Frequency of Decision Making - Ability to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization.

Required Skills/Abilities:

• Excellent Written and verbal communication skills
• Excellent Organizational Time Management skills
• Must be able to perform duties under minimal supervision.
• Proficient in Microsoft office Suite and similar software
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to speak effectively before groups of customers or employees of an organization.
• Must be able to maintain effective working relationships with employees, Co-workers, and Managers in other departments.
• Must be willing to work off-hours as specific needs dictate and willing to assume more responsibility as required.
• Possess sound working knowledge of basic DC and AC electricity, SCR, wire guidance, transistor, microprocessor, internal combustion engines, hydraulic components, and systems.
• Must have a valid California Driver License and maintain a Department of Motor Vehicles Report with no more than the acceptable number of points as determined by our vehicle insurance carrier

Education/Experience:

• High school diploma or equivalent is required.
• Possess a minimum of 5 years field breakdown experience or comparable service experience or equivalent combination of education and experience is required.
• Level 2 Certification is preferred.
• Must have completed the Raymond Technical Primer
• Must have completed the RW Scheduled Maintenance Prime

Travel Requirement:

• This position will be based in the field and require daily travel within assigned territories.
• Will be provided a company vehicle and a company Fuel Card to pay for vehicle expenses.

Physical Requirements:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Position is non-Sedentary
• May require the ability to walk, stand, reach with hands and arms, sit stoop climb, push, pull and heavy lifting.
• Repetitive use of fingers, wrists, and hands for typing word processing
• Must be able to verbally speak and hear with or without aid to utilize heavy phones with customers, vendors, and co-workers
• Occasionally may require the ability to lift push, pull or move up to 50lbs
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
• Occasionally exposed to moving mechanical parts, fumes, or airborne particles, toxic, or caustic chemicals, outside weather conditions and risk electrical shock
• Noise level is moderate

Pay Range:

• The hourly range for this position is $38.00 - $49.55. The specific pay offered to a candidate may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location.

Branch Team Leads must be able to be insured by Raymond West and able to pass a pre-employment physical and drug screen.

Raymond West provides medical, dental, vision, 401k with company match, flexible spending accounts, disability insurance, life insurance, personal time off, holiday pay and a great team to work with!

Check us out at www.raymondwest.com. Raymond West has a great group of loyal and hardworking employees who help us maintain our exemplary level of sales and service.

Apply on-line via the submit resume button provided. We are an equal opportunity employer and encourage all qualified persons to apply. We encourage qualified military veterans and persons with disabilities to submit their resume online. We will consider qualified applicants with criminal histories in accordance with the FCO. We are a drug free company.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.