Analysis Skills, Billing, Coaching, Communication Skills, Customer Escalations, Customer Support/Service, Detail Oriented, Exceeded Sales Goal, Leadership, Mentoring, On Site Support, Onboarding, Operations Management, Organizational Skills, Performance Analysis, Performance Metrics, Power BI, Problem Solving Skills, Process Improvement, Project Tracking, Project/Program Coordination, Project/Program Management, Quality Control, Short Messaging Service (SMS), Team Lead/Manager, Team Player, Time Management, Training/Teaching
Team Lead Service Coordination
Malin is seeking a dynamic, detail-oriented, and people-focused team lead to guide the service coordination team. This individual will provide day-to-day leadership, coaching, and support to a team of 10-12 service coordinators. The ideal candidate will bring strong organizational skills, a problem-solving mindset, and a passion for delivering world class internal and external customer service.
The team lead is responsible for ensuring operational efficiency across service processes, supporting training and onboarding, managing escalations, and driving accountability and performance within the team. This role requires clear communication, adaptability, and a commitment to both people and process improvement.
Key responsibilities:
- Leadership & coaching
- Motivate and mentor service coordinators to meet or exceed service performance goals.
- Guide new hires through onboarding, provide continuous training, and monitor progress.
- Act as a role model, promoting a positive and collaborative team culture.
- Operational oversight
- Oversee daily coordinator tasks and ensure consistent coverage and quality of work.
- Track SM (service maintenance) completion and follow up on unresolved issues.
- Facilitate communication and updates with field service, billing, and other departments.
- Manage Amazon project coordination, from SMS creation to billing and reporting.
- Task & workflow management
- Assign work orders, monitor workloads, and escalate as necessary to avoid delays.
- Review aging work orders (e.g., over 30 days, long response times) and ensure follow-up.
- Oversee the accuracy of SMS labor postings, open ticket resolution, and monthly reporting.
- Quality control & escalations
- Handle escalations from internal teams, customers, and platforms like Corrigo and Service Channel.
- Audit and support coordinators in achieving 100% SM completion and reporting accuracy.
- Reporting & analysis
- Utilize tools like Power BI, Irium, Excel, and Teams to monitor metrics and performance.
- Generate and analyze reports (e.g., monthly labor rate loss time, WIP status, tech response time).
- Collaboration & communication
- Act as liaison between coordinators, dispatch, field service, and upper management.
- Participate in tri-weekly field service meetings and drive alignment on goals and needs.
Key competencies:
- Strong organizational and analytical skills
- Effective communicator and relationship builder
- Skilled in time management and delegation
- Proactive and adaptable under pressure
- Demonstrated ability to lead change and process improvement