Eligible for a monthly incentive program based on performance. Eligible for a company bonus based on meeting sales goals. Equivalent to up to 3 weeks of additional pay, prorated for the first year.
Preferred Education:
H.S. Diploma/Equivalent
What Will You Do?
The Mobile Services Team Leader is responsible for providing leadership to the Mobile Repair Team to ensure the Service Department exceeds our customers’ expectations, by delivering quality, timely repairs, meeting promise dates on the first repair. Provides oversight to all customer bill and warranty repair work.
To grow and build a successful career with Wesco Turf, you will be responsible for:
Personnel Accountabilities and Responsibilities
Hold daily/weekly virtual and onsite meetings with advisors, and technicians to discuss workload and expectations for the day/week. Discuss customer service, billing, irregularities, communication, and recognition
Attend monthly staff meetings, discuss previous month’s financials, customer service results, turn times, and forecast for next month’s business
Conduct performance discussions with staff on expectations, priorities, ensuring they are meeting core roles, maintaining a standard level of utilization and billing at the appropriate level
Review monthly performance with focus on turn time and fixed right first trip with advisors, discuss impact strengths and opportunities
Follow up on the performance and processing of all customer bill, and warranty work to ensure we are exceeding goals and achieving deadlines set
Complete all annual reviews prior to the due date
Schedule and follow up on all training requirements for administrative and technician staff, to include testing, webinars, internal/vendor provided certification and training
Customer Service Accountabilities and Responsibilities
Reach out to customers, including equipment managers and superintendents, to gain insight into service performance.
Follow up with customers on negative feedback from RSS data
Monitor advisor calls to determine quality of service being offered
Process Accountabilities and Responsibilities
Coordinate with admin team to schedule all service work, consistently monitoring the capacity of the department, available technicians and the needs of the customers’
Coordinate with the Team on progress of repairs to determine if completion times are still accurate, then communicate customer status
Obtain authorization for repairs before repairs are conducted and document thoroughly on repair order authorization form with date, time, name and signatures or initials of person giving authorization for work to be completed
In coordination with the team’s advisor group, contact vendors and machine shops to facilitate repair of outsourced equipment
Follow up on the scheduling of service calls for repaired units, ensure advisors are discussing the completed repairs with customer, and verify contact for customer satisfaction survey follow up
Vendor Accountabilities and Responsibilities
Prepare team for monthly TAC calls, ensure team follows up on cases with Vendors weekly
Coordinate with the Warranty Administrator to monitor vendor warranty claims process
Coordinate with the Warranty Administrator on the return of defective parts through the RGA issuing process, track the return, and send to vendor for reimbursement
Communicate with vendors on a consistent basis, following up on any deficiencies, or needs
Wesco’s foundation is built on the strength and quality of our people. We are committed to providing all of the resources and tools necessary to help our people be successful. Recognizing that our employees are our greatest resource, our competitive rewards package is designed to attract and retain our talented associates.
Health Insurance – Medical, dental, and vision insurance is available to full-time employees, eligible dependents, and spouses.
Wellness – We offer full-time associates a variety of mental health, financial health, and other types of resources.
Growth Opportunities – Nearly half of our employees have worked in our organization for over ten years. We are committed to the advancement of our employees by providing challenging work assignments, formal and informal training, professional associations, and networking opportunities.
Competitive Salary – In addition to their base pay, employees are eligible for our company-wide bonus that is dependent on Wesco meeting our sales goals. We have met these goals every year for the past 10 years, the bonus is equivalent to 0-3 weeks of additional pay and is prorated for your first year. Employees in our Service and Operations departments are eligible for a monthly incentive program based on performance.
What Do You Need?
To be considered for this role, a candidate should meet the following minimal requirements:
Minimum High school and training at vocational, technical trade school or training seminars in the Commercial Turf Industry
Minimum of five years experience in a related field experience
Must be well organized and able to create a daily/weekly plan based on overall workload
Requires excellent documentation practices
Requires strong leadership skills with good administrative skills
Must have the ability to read and analyze documents and procedure manuals
Requires an advanced mechanical background with the ability to assess situations and respond in the customers’ best interest
Requires the ability to communicate in a professional and courteous manner to all customers as well as fellow employees
Requires the ability to multitask and handle situations responding to the needs of Team Members
We are an exclusive provider for Toro, Club Car, Bernhard, Salsco, Harper, Ventrac, and MCI-Flowtronex and Watertronics Pump Stations in Florida and Southern Georgia.
Since 1987 Wesco Turf has been the golf, grounds, and irrigation market leader. We are a worldwide provider of the highest quality used golf course equipment. Wesco has been honored multiple times as Toro’s North American Distributor of Excellence.
Wesco's foundation is built on the strength and quality of our people. Nearly half of our associates have worked in our organization for over ten years. We are committed to providing all of the resources and tools necessary to help our people be successful. We foster an environment that offers challenging, stimulating and financially rewarding opportunities for our employees.
Every one of our associates is important. Wesco is committed to peak performance from our individuals and the teams they comprise. Our execution depends on teamwork. Teamwork is the key to our success. Being a contributing member of the Wesco Turf team insures opportunity and growth for all.
We're committed to providing the best products and services to our customers.
We firmly believe t...hat our employees drive the success of the company. Our goal is to provide innovative resources and tools that enable our associates to be successful, while creating an environment that offers challenging, stimulating and financially rewarding opportunities.
Join us and discover a work experience where diverse ideas are met with enthusiasm, and where you can learn and grow to your full potential.