AMS Service Rep Lead

AMS Service Rep Lead

Reporting to the Manager, AMS Services, this position is responsible for leading a team of AMS Service Reps. The position will require a hands-on approach from someone who will not only guide and develop a team of reps but actively assist customers with complex issues. It requires a strong technical aptitude, exceptional problem-solving skills, and a commitment to delivering outstanding customer service. You will be responsible for the day-to-day supervision of the team, handling escalated support cases, and ensuring our customers receive timely and effective solutions for our products

As an AMS Service Rep Lead you will:

• Review of incoming cases in Salesforce and assigns to AMS service reps as appropriate.
• Serve as the first point of escalation for team members' questions and challenges.
• Review complex technical issues that have been escalated by team members and support case to closure.
• Collaborate with Engineering, Product Development, and QA teams to resolve recurring issues and provide valuable customer feedback.
• Coordinates customer calls with technical resources within the company when problem solving a reported issue. As the facilitator, documents the meeting discussion and action items.
• Lead, mentor, and motivate a team of aftermarket service reps.
• Conduct regular one-on-one meetings, provide performance feedback, and assist with professional development.
• Oversee, onboard, and develop new AMS Service Reps through the Apprenticeship program.
• Generates CIIs for repetitive or life safety issues.
• Manage the Aftermarket after-hours business line.

We are looking for someone who:

• Has proven experience in a technical or aftermarket support role, with at least 2 years in a leadership position.
• Has strong technical background and a deep understanding of our products.
• Is highly effective communication skills required to influence at all levels inside and outside of the organization
• Demonstrates exceptional problem-solving and analytical skills
• Has a demonstrated ability to lead and motivate a team in a fast-paced environment
• Is proficient in Salesforce
• Is customer-focused mindset with a passion for delivering high-quality service experience

What we offer you:

Typical pay is $62,000 – 82,513 annually.

Please note the pay information shown above is a general guideline. Pay is based upon candidate skills, experience, and qualifications.

This position is eligible for participation in our Quarterly Incentive Pay Program

G&W Electric offers a comprehensive benefits package that includes:

• Medical, Dental and Vision Insurance
• Short and Long-Term Disability
• Life Insurance
• Health club membership program and reimbursement
• Employee Assistance Program
• Tuition Reimbursement
• 401 (k)
• Annual Profit Sharing
• Vacation
• Air-conditioned/heated state-of-the-art manufacturing facility

About G&W Electric

Innovating since 1905, G&W Electric has grown into a global leader in engineered electrical power grid solutions. Working with us means joining a worldwide team of passionate manufacturing professionals striving to continually improve the technologies the world depends on to deliver safe, reliable electricity. Our culture is focused on employee success, so we foster an entrepreneurial environment that encourages everyone to thrive.

Learn more about our company by watching this video: https://www.youtube.com/watch?v=DMtAhsdYeUQ

G&W Electric enjoys a long reputation for product quality, innovation and world-class customer service to the power industry. We have established this reputation by believing that our greatest asset is our employees. We owe our success to the initiative and talents of highly skilled individuals within our team-based organization. Our goal is to set the standard for customer satisfaction by ensuring a superior level of service, performance and innovation. As a global organization and industry leader, we are committed to cultivating an engaging work environment that embraces our core values and develops our talent. Our continuous focus on growth and innovation means that you become part of a company that provides challenging opportunities, rewards excellence and combines your individual expertise to achieve a higher level of shared success. As part of our organization, you also help power the world!

G&W Electric is proud to be an Equal Opportunity Employer. All employees and applicants will receive consideration for employment without regard to age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. G&W Electric participates in the E-Verify process for all new hires.

*G&W Electric participates in the E-Verify process for all new hires.

VEVRAA Federal Contractor