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Lead
ABM Industries • Denver, CO 80238 • Posted 10 days ago
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In-person • Full-time • $19.00/hr • Senior Level
Job Highlights
Using AI ⚡ to summarize the original job post
The Lead at ABM Industries is responsible for using expert technical and troubleshooting knowledge to assist other service representatives in solving problems. This role involves training other technicians, keeping technical knowledge up to date, handling heavy workloads of calls, and ensuring customer satisfaction through effective troubleshooting and communication. The position requires a high level of technical expertise, the ability to train others, and strong customer service skills.
Responsibilities
- Use expert technical & troubleshooting knowledge to assist other service representatives in solving problems.
- Demonstrate capability and interest in training others.
- Can be relied on to train service technicians and trainees.
- Teach other technicians how to solve problems without solving the problem for them.
- Keep technical knowledge up to date regarding equipment and concepts.
- When presented with a problem, know what to do, and why, and whether to repair or replace.
- Search out and read applicable manuals and online sources.
- Belong to and take advantage of technical organizations to improve technical knowledge.
- Demonstrate capability of a handling heavy workload of calls
- Follow systematic questioning techniques and relate answers to the functioning of the system.
- Follow point-by-point troubleshooting guides to find faults in a short period of time.
- Avoid needless callbacks by checking complete system before leaving the job.
- Check safety and limit controls for proper setting before leaving the job.
- Use proper tools and instruments for troubleshooting.
- Inform customer when arriving at or leaving the job and when planning to return.
- Explore a customer complaint to determine the real problem.
- Respond to customer complaints with the proper amount of sympathy and empathy.
- Give assurance to customer that the problem is fixed; explaining cause and remedy.
- Demonstrate ability to accurately determine job priorities.
- Plan project work to ensure service representatives and material are on the job at the right time
- Promptly and accurately complete all required paperwork.
- Obtain customer signature on all service reports (before work begins when performing spot).
- Keep manager informed of unfavorable news, changes made, or disenchantment with price increases by customers.
- Modify instructions to create understanding in all levels of people regardless of their technical knowledge.
- Instruct customer's personnel to the point that they can handle emergencies by themselves.
- Provide sales with qualified leads.
- Alert sales about competitive sales efforts. Provide Spot opportunities to meet Operational team goals.
- Determine who in the customer's organization is responsible for the mechanical system being serviced.
- Persuade customer to replace obsolete systems and makes recommendations.
- Assist Sales in pricing agreements and projects.
- Provide support for any special projects as assigned by your manager.
Qualifications
Required
- Must be 18 years of age or older.
- Must meet all requirements to receive approval for working in specific ATS environments (if applicable), ten-year work history if available
Preferred
- Customer Service Experience
- One year of lead or supervisory experience
- 2 yrs of commercial HVAC experience
About ABM Industries
ABM Industries, headquartered in New York City, is a leading provider of facility solutions offering services such as electrical, energy, janitorial, HVAC, and parking services. With a history dating back to 1909, the company has expanded its service offerings through acquisitions and operates globally, catering to various industries and facilities. ABM Industries focuses on innovation and sustainability to deliver efficient solutions to its diverse clientele.
Full Job Description
**Overview**
Shift: Wednesday-Saturday 7am-5:30pm; $19
**_The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant's experience, skills, abilities, geographic location, and alignment with market data._**
**Responsibilities**
+ Use expert technical & troubleshooting knowledge to assist other service representatives in solving problems.
+ Demonstrate capability and interest in training others.
+ Can be relied on to train service technicians and trainees.
+ Teach other technicians how to solve problems without solving the problem for them.
+ Keep technical knowledge up to date regarding equipment and concepts.
+ When presented with a problem, know what to do, and why, and whether to repair or replace.
+ Search out and read applicable manuals and online sources.
+ Belong to and take advantage of technical organizations to improve technical knowledge.
+ Demonstrate capability of a handling heavy workload of calls
+ Upon receiving a customer complaint, follow systematic questioning techniques and relate answers to the functioning of the system.
+ Follow point-by-point troubleshooting guides to find faults in a short period of time.
+ Avoid needless callbacks by checking complete system before leaving the job.
+ Check safety and limit controls for proper setting before leaving the job.
+ When faced with a seemingly unsolvable problem, seek out help and solve the problem before leaving.
+ Use proper tools and instruments for troubleshooting.
+ Inform customer when arriving at or leaving the job and when planning to return.
+ Explore a customer complaint to determine the real problem.
+ Respond to customer complaints with the proper amount of sympathy and empathy.
+ When the problem is caused by the customer's use of the system (rather than a fault of the system), tactfully instruct the customer on proper use of the system.
+ Give assurance to customer that the problem is fixed; explaining cause and remedy; and if problem has not been fixed offer explanation of situation and suggest next step.
+ Demonstrate ability to accurately determine job priorities by:
+ Adhering to planned call schedule
+ Scheduling report time concurrent with jobs
+ Handling interruptions in stride
+ Having the proper tools, materials, and scheduled tasking when arriving at the job site
+ Scheduling maintenance of vehicle Plan project work to ensure service representatives and material are on the job at the right time
+ Promptly and accurately complete all required paperwork.
+ Obtain customer signature on all service reports (before work begins when performing spot).
+ Keep manager informed of unfavorable news, changes made, or disenchantment with price increases by customers. Communicate information to all parties who would benefit from it.
+ Modify instructions to create understanding in all levels of people regardless of their technical knowledge.
+ Instruct customer's personnel to the point that they can handle emergencies by themselves and know when to call for service.
+ Recognize what has to be taught to customers and take required time to do so.
+ Provide sales with qualified leads.
+ Alert sales about competitive sales efforts. Provide Spot opportunities to meet Operational team goals.
+ Determine who in the customer's organization is responsible for the mechanical system being serviced.
+ Persuade customer to replace obsolete systems and makes recommendations.
+ Assist Sales in pricing agreements and projects.
+ Provide support for any special projects as assigned by your manager. These special projects, at the determination of your manager, may or may not become part of this position's primary responsibilities.
+ When the Supervisor is present, the lead worker may also be responsible for directing smaller work groups
+ While disciplinary authority is not given to this position, it is expected that the Lead will report performance issues to the Supervisor.
**Qualifications**
+ Must be 18 years of age or older.
+ Must meet all requirements to receive approval for working in specific ATS environments (if applicable), ten-year work history if available
**Preferred Qualifications**
+ Customer Service Experience
+ One year of lead or supervisory experience
+ 2 yrs of commercial HVAC experience
REQNUMBER: 96960
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Shift: Wednesday-Saturday 7am-5:30pm; $19
**_The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant's experience, skills, abilities, geographic location, and alignment with market data._**
**Responsibilities**
+ Use expert technical & troubleshooting knowledge to assist other service representatives in solving problems.
+ Demonstrate capability and interest in training others.
+ Can be relied on to train service technicians and trainees.
+ Teach other technicians how to solve problems without solving the problem for them.
+ Keep technical knowledge up to date regarding equipment and concepts.
+ When presented with a problem, know what to do, and why, and whether to repair or replace.
+ Search out and read applicable manuals and online sources.
+ Belong to and take advantage of technical organizations to improve technical knowledge.
+ Demonstrate capability of a handling heavy workload of calls
+ Upon receiving a customer complaint, follow systematic questioning techniques and relate answers to the functioning of the system.
+ Follow point-by-point troubleshooting guides to find faults in a short period of time.
+ Avoid needless callbacks by checking complete system before leaving the job.
+ Check safety and limit controls for proper setting before leaving the job.
+ When faced with a seemingly unsolvable problem, seek out help and solve the problem before leaving.
+ Use proper tools and instruments for troubleshooting.
+ Inform customer when arriving at or leaving the job and when planning to return.
+ Explore a customer complaint to determine the real problem.
+ Respond to customer complaints with the proper amount of sympathy and empathy.
+ When the problem is caused by the customer's use of the system (rather than a fault of the system), tactfully instruct the customer on proper use of the system.
+ Give assurance to customer that the problem is fixed; explaining cause and remedy; and if problem has not been fixed offer explanation of situation and suggest next step.
+ Demonstrate ability to accurately determine job priorities by:
+ Adhering to planned call schedule
+ Scheduling report time concurrent with jobs
+ Handling interruptions in stride
+ Having the proper tools, materials, and scheduled tasking when arriving at the job site
+ Scheduling maintenance of vehicle Plan project work to ensure service representatives and material are on the job at the right time
+ Promptly and accurately complete all required paperwork.
+ Obtain customer signature on all service reports (before work begins when performing spot).
+ Keep manager informed of unfavorable news, changes made, or disenchantment with price increases by customers. Communicate information to all parties who would benefit from it.
+ Modify instructions to create understanding in all levels of people regardless of their technical knowledge.
+ Instruct customer's personnel to the point that they can handle emergencies by themselves and know when to call for service.
+ Recognize what has to be taught to customers and take required time to do so.
+ Provide sales with qualified leads.
+ Alert sales about competitive sales efforts. Provide Spot opportunities to meet Operational team goals.
+ Determine who in the customer's organization is responsible for the mechanical system being serviced.
+ Persuade customer to replace obsolete systems and makes recommendations.
+ Assist Sales in pricing agreements and projects.
+ Provide support for any special projects as assigned by your manager. These special projects, at the determination of your manager, may or may not become part of this position's primary responsibilities.
+ When the Supervisor is present, the lead worker may also be responsible for directing smaller work groups
+ While disciplinary authority is not given to this position, it is expected that the Lead will report performance issues to the Supervisor.
**Qualifications**
+ Must be 18 years of age or older.
+ Must meet all requirements to receive approval for working in specific ATS environments (if applicable), ten-year work history if available
**Preferred Qualifications**
+ Customer Service Experience
+ One year of lead or supervisory experience
+ 2 yrs of commercial HVAC experience
REQNUMBER: 96960
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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