Team Lead, Technical Service (Hot Side)

Description

See What We’re All About

As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority. That’s key. But we’re also looking for unique enthusiasm, high integrity, courage to embrace change…and if you know a few jokes, that puts you on the top of our list!

Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We’re more interested in passionate people with fresh ideas from different backgrounds. That’s what keeps us at the top of our game. We’re proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain’s Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years.

If you’re ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let’s chat – Apply Today!

Perks

• Parts Town Pride – check out our virtual tour and culture!
• Quarterly profit-sharing bonus
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.

The Job at a Glance

The Team Lead, Technical Service (A.K.A. Team Lead, Tech Wizards) supports our customers and monitors and motivates their [hot side] Inside Service Technician team. They work closely with the entire Technical Service team to support our customers! This person will work with their team to assist customers by creating cases, troubleshooting equipment, and resolving technical inquiries.

A Typical Day

• Monitor and Motivate – keeping the team on task, monitoring service levels, and ensuring the teams’ documentation in Bloomfire is updated.
• Providing peer to peer coaching in the moment to ensure we are providing the most accurate and top-notch customer experience to our inbound callers.
• Administering peer-reviews of cases, troubleshooting procedures, and collaborating with leadership on training procedures.
• Displaying a readiness to jump in the phone queues and support our team wherever you are needed.
• Supporting our manufacturing partners by identifying and improving processes.

To Land This Opportunity

• You have at least 2 year(s) of Technical Service experience.
• You’re passionate about using data to identify and solve problems (through Salesforce and Bloomfire).
• You’ve been identified as a “go-to” resource for both customers and your team members!
• You love learning, helping others, sharing knowledge, and improving existing processes.
• You excel at building relationships with business partners as well as our internal and external customers.
• You pay close attention to detail (as far as you’re concerned anything worth doing should be done the right way).
• You understand technical concepts, including (but not limited to): steam, gas, and electricity.
• You’re an all-star communicator and are proficient in English (both written and verbal)
• You have a quality, high speed internet connection at home
• You are available to work an 8 hour shift M-F between 8:00 AM - 4:30 PM (CST)/ 9:00 AM-5:30 PM with flexibility as needed

About Your Future Team

The Technical Service group is a team of experienced, passionate, and dedicated professionals. We have over 500 years of combined experience, but we’re constantly learning and growing! We are a close-knit team that loves collaborating. We’re not afraid to get our hands dirty, and we’re always willing to go the extra mile. We are also a lot of fun! We frequently challenge ourselves by experimenting with our foodservice equipment. We’re the most popular team at lunchtime (because we know how to cook)! If you’re looking for a passionate team that is always willing to go the extra mile, then the Technical Service group is the team for you!    

At Parts Town, we value transparency and are committed to ensuring our team members feel appreciated and supported.   We prioritize our positive workplace culture where collaboration, growth, and work-life balance are celebrated. The salary range for this role is $57,389.90-$77,449.79  which is based on including but not limited to qualifications, experience, and geographical location. Parts Town is a pay for performance-company. In addition to base pay, some roles offer a profit-sharing program, and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.

Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.