Diesel Tech Lead

Job Title: Diesel Tech Lead

Company Overview:

At Diesel Laptops, we are dedicated to revolutionizing the commercial truck and off-highway vehicle repair industry. Since our inception, we have been committed to providing cutting-edge diagnostic tools, repair information, and world-class training to our clients. Our mission is to empower technicians and repair facilities with the knowledge and tools they need to efficiently diagnose and repair vehicles, ultimately reducing downtime and improving profitability. At Diesel Laptops, we pride ourselves on fostering a collaborative and innovative work environment where every team member is valued and has the opportunity to grow. 

Key Responsibilities

      • Lead the team to exceed client expectations in customer service.
      • Provide backup support to the team and ensure departmental goals are met.
      • Monitor call volume, prioritize tasks, and distribute workload effectively.
      • Track and evaluate individual and team performance on a daily and long-term basis.
      • Offer motivational support to maintain team morale and productivity.
      • Respond to incoming calls, emails, and web-based submissions, assisting customers as needed.
      • Conduct performance reviews and provide coaching to enhance team performance.
      • Hold regular meetings with the team to address issues and concerns.
      • Assist with workload during high call volumes or heavy caseloads.
      • Help customers troubleshoot any mechanical issue by phone or chat.
      • Serve as the point of contact for escalated customer issues, ensuring timely resolution.
      • Use resources provided by department to help customers troubleshoot/diagnose any issue accurately.
      • Follow up with customers that applied for RPK Kits and Approve or Deny
      • Attend meetings with customers and sales. Answer questions on functionality of software
      • Test equipment after repairs are made by vendors.

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work with a passionate and innovative team.
• Career growth and development opportunities.
• Collaborative and dynamic work environment.

Preferred Qualifications

     • Minimum of 5 years of Diesel Technician Experience in a Dealer or Fleet setting.
     • High school diploma or equivalent.
     • Demonstrated success in handling client complaints and resolving conflicts.
     • Strong diagnostic software knowledge through work experience.