Lead Technical Senior Service Administrator

Qualifications

·        Experience in commercial refrigeration or HVAC service preferred.

·        Strong troubleshooting and technical knowledge of commercial refrigeration systems.

·        Excellent written and verbal communication skills.

·        Strong organizational skills with attention to detail.

·        Ability to coach and mentor technicians in a positive, constructive manner.

·        Comfortable reviewing documentation and identifying opportunities for improvement.

·        Proficient with computers and service management software.

·        Ability to prioritize multiple projects in a fast-paced environment.

Key Responsibilities: Technician Development

·        Coach and mentor maintenance and service technicians to improve technical knowledge and troubleshooting skills.

·        Provide ongoing feedback and support to help technicians grow professionally.

·        Promote consistent service procedures and best practices.

Job Quality Review

·        Review completed service work for technical accuracy and completeness.

·        Ensure service summaries, recommendations, and documentation meet quality standards.

·        Identify opportunities for improved communication and documentation.

Callback Reduction

·        Analyze callback jobs to determine root causes.

·        Work with technicians to prevent repeat failures.

·        Track trends and implement corrective actions to improve first-time fix rates.

Technical & Administrative Support

·        Assist technicians and office staff with developing accurate customer quotations.

·        Support parts research, ordering, and truck stock optimization.

·        Assist with manufacturer warranty jobs and warranty administration.

·        Coordinate warranty claim documentation and submissions to maximize reimbursement.

Operational Improvement

·        Partner with dispatch, technicians, and leadership to improve workflows and efficiency.

·        Help develop and maintain standard operating procedures.

·        Support initiatives that improve customer satisfaction and overall service quality.

·        Perform other duties as assigned in support of the service department.