Lead Service Tech

Lead Service Technician

Location: Waukesha, WI
Schedule: Full-Time | Monday-Friday | 8:00 AM-4:30 PM
Department: Service & Operations
Reports To: VP of Sales

Position Overview

TRC has partnered with our client in the exclusive U.S. Sales and Service provider seeking a hands-on Lead Service Technician to support our growing customer base and service operations.

This role is responsible for diagnosing, repairing, maintaining, and servicing pallet strapping equipment while leading day-to-day service activities. The ideal candidate will combine strong mechanical and electrical troubleshooting skills with excellent organization, customer service, and operational leadership. This individual will serve as the primary technical resource for customers, ensuring equipment reliability, minimizing downtime, and driving exceptional service performance.

Key Responsibilities

• Diagnose, troubleshoot, repair, and maintain pallet strapping systems and accessories.

• Perform mechanical, electrical, and electronic repairs, preventative maintenance, and component replacements.

• Conduct equipment inspections to identify repair needs and assess overall machine performance.

• Test and inspect equipment to ensure compliance with manufacturer standards before returning to customers.

• Provide technical support via phone, email, and virtual meetings.

• Oversee daily service department operations, ensuring repairs and service requests are prioritized, tracked, and completed efficiently.

• Manage service work orders to minimize customer downtime.

• Maintain service procedures, quality standards, and best practices.

• Identify and implement process improvements to enhance service efficiency and customer satisfaction.

• Provide regular updates on service performance, outstanding issues, and operational needs.

• Maintain accurate service records, repair histories, warranty information, and work orders within CRM/ERP systems.

• Document inspections, repairs, maintenance activities, and parts usage.

• Assist with repair estimates, parts identification, and customer service communications.

• Monitor and follow up on open service requests to ensure timely completion.

Inventory & Equipment Management

• Monitor and maintain inventory levels of service parts, tools, and replacement components.

• Track parts consumption and coordinate replenishment through ERP systems.

• Support receiving, inspection, and preparation of new equipment for customer delivery.

• Conduct pre-delivery inspections and operational testing.

• Maintain a clean, organized, and safe service workspace.

• Identify opportunities for preventative maintenance services, equipment upgrades, and aftermarket sales.

• Serve as the primary technical contact for customers experiencing equipment issues.

• Provide virtual machine repair guidance and preventative maintenance recommendations.

• Partner with Sales Representatives to resolve customer concerns and strengthen customer relationships.

• Identify opportunities for replacement parts, upgrades, and additional service offerings.

Required Qualifications

• 2-4 years of experience in industrial maintenance, field service, equipment repair, or a related technical role.

• Strong mechanical aptitude and troubleshooting skills.

• Knowledge of electrical systems, motors, batteries, switches, sensors, and mechanical drive systems.

• Proficiency with Microsoft Office and experience using CRM and ERP systems.

• Excellent verbal and written communication skills.

• Valid driver's license and ability to travel occasionally.

• Ability to lift and move equipment and components up to 50 pounds.