Field Service Lead (North Carolina)

Position Summary:

This position manages our Service Technicians, offers in-person customer service to our clients, and works
closely with our Sales and Account Management departments to ensure overall satisfaction of our clients.

The key objectives of this position are to maximize employee safety, technician productivity and utilization,
quality customer service, and cost control. While working closely with the Service Support Manager and
Field Service Manager, the Field Service Leader (FSL) is to provide visionary leadership within the defined
subregion.

Resulting in effective and quality on-time execution of scheduled events, adequate staffing,
management, maximized personnel utilization, ongoing employee career development, overall cost and
inventory control, and achievement of total revenue, margin, and efficiency targets.

Education and Experience:

• Highly experienced Generator Service Technician.
• High School diploma is required.
• Experience working with an ERP or service management system.
• Leadership experience is preferred.
• Customer service experience.
• 8 years working in service-related industry with 6 years in generator or utility industry.
• Excellent typing and computer skills, proficient with office 365 suit.
• Have and maintain a valid driver's license along with a MEC for commercial vehicle operation.
• Tooling needed to support required field demands.

Duties and Responsibilities:

• Hiring, coaching and termination of Service Technicians with the support of the Field Service
  Manager.
• Administrative duties and other functions associated with your direct reports with support from the
  Field Service Manager.
• Administer company policies appropriately and demonstrates fairness and consistency during every
  interaction.
• Ensure Service Technicians follow safety polices while working with the internal Safety Department
  to ensure they are properly trained and equipped.
• Perform fair and balanced annual performance evaluations, records of counseling and coaching as
  required with the Field Service Manager.
• Provide team leadership for the Service Technicians including first-line technical support escalation,
  procedural coaching, and ongoing career development.
• Provide in field support to our sales team to maintain and improve customer satisfaction and
  growth opportunities.
• Provide dependable support and escalation for all divisions within PowerSecure to ensure we
  maintain the highest level of customer service possible.
• Provide continuous improvement ideas, support company initiatives through implementation and
  initiate creative solutions to meet customer needs.
• Support direct reports as required, including after normal business hours.
• Support the Field Service Manager in keeping up to date with Service Technicians current and future.
  training needs.

Knowledge, Skills, and Abilities:

• Ability to work with and influence others so they understand their roles and are set up for success.
• Technical knowledge of electrical and mechanical generator operation to support in the field for
  training, emergency call outs and coaching opportunities.
• Customer interaction to include negotiation, scheduling and dispute resolution.
• Effective time management skills are required for this role.
• The ability to resolve issues with existing resources, escalate to additional department.

About Us:
PowerSecure, a Southern Company subsidiary, is a leading provider of innovative energy solutions to electric utilities and their industrial, institutional, and commercial customers.

Join Our Power Team!

We invest in high-value and cost-effective benefits for our employees. Our benefits package includes:

PowerSecure is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. This position is not open to third party recruiters.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.