Team Lead - Field Technical Support

Job Description

POSITION SUMMARY

The purpose of the team leader position is to assist in ensuring the flow of communication of all onsite / field processes. The position requires a positive attitude and commitment to excellence. Also requires good time management and strong communication lines with technicians, other team leads, technical support, supervisor, area manager, and clients.

The team lead will be supported and directed by the supervisor and area manager. The team lead will distribute information, and work practices amongst their team. Team leads will assign, and delegate work responsibilities to team members, creating a proactive work environment. You will support onboarding of new employees, assess skill level of team members identifying training requirement, and help aid the development of GTA team and their knowledge base. Facilitate team building exercises, and individual or group appreciation such as but not limited to team lunches, and Star Awards. You will ensure parts usage is properly recorded, and accurate logs are made of all service interaction and shift events.

KEY RESPONSIBILITIES

Team leads will meet with client shift leaders throughout the shift to build, strengthen and maintain strong customer relationships. The Team lead will discuss machine priority to help meet client deadlines. Schedule maintenance time, ensuring lowest impact possible to client job runs. Communicate and retain information of events on the floor, reporting to the supervisor, and area manager any excessive down time or unresolved issues through e-mail, phone, or face to face. The team lead will be responsible for the transfer of information of shift events to other team leads, and GTA Blue Crest FST’s when necessary.

With leadership skills and strong work ethic the team lead position will support, maintain, and improve a clean, safe, organized, and efficient work environment. Maintaining and updating WHIMS documentation as required.

In addition, the Team Lead position is responsible to :

• With focus on GTA East manage and support daily activities of CSR’s working in a 7 x 24 environment and assist them in developing their diagnostic techniques and repair procedures. Collaboration with GTA West Team Lead supporting development of all GTA Blue Crest Team.
• Maintain and manage 7x24 GTA East shift schedule, vacation, and sick time documentation for CSRs. Working closely with GTA West Team Lead for synergy across GTA schedules.
• Represent onsite technical support for first level of escalation to assist on site techs with technically challenging problems and unusual repairs, track down and resolve equipment issues or coordinate with other levels of technical support, Blue Crest management to ensure that any extended down time is resolved quickly. Also applies to third party service provider partners (Pitney Bowes, Konica Minolta)
• Provide technical expertise and advice to customers’ production floor management, project managers and customer service reps for the development of new applications, or to improve the performance and integrity of existing applications.
• Ensure that all applications, paper stock and envelopes meet Blue Crest and the customer’s specifications to achieve the highest rates of through put on the equipment.
• Provide front line service leadership to customers. Provide value through the optimization of application construction and design, service deliverable enhancements and productivity improvement opportunities for both customers and Blue Crest.
• Coordinate and support clients and team on a national level new projects that will affect satellite locations, insuring improved performance and smooth implementation on Blue Crest machines across the customer’s multi-locations.
• To meet frequently with customer’s Services shift supervisors, department managers and / or customer service reps, to discuss any problems or concerns with applications, equipment availability or performance and to resolve any issues to ensure complete customer satisfaction.
• Monitor and collect machine data for customer presentations. Participate in monthly review meeting with the Blue Crest Supervisor / Service Manager and the customer department managers to discuss performance during the current month, as well as any future concerns and opportunities. Recommend operator and or technician training requirements to the Supervisor, Service Manager and customers.
• Maintain a preventive maintenance schedule, coordinating equipment availability with customer management to ensure that all equipment on site is maintained to Blue Crest standards providing optimum productivity.
• Locate and order emergency parts that may be required to maintain up time objectives. Supporting and directing any emergency activities shipping parts to locations across Canada.
• Monitor, and collect machine cycle counts as well as Time / Material invoicing to submit to Blue Crest Administrator for monthly bill processing.
• Work with Blue Crest sales account manager to maintain stability of account and promote new solutions when necessary.

Qualifications