EQS Support Lead

Job Overview

Equipment Services Support Lead is responsible for identifying and evaluating areas of opportunity to drive effective, efficient operational performance and optimize the customer’s experience.  The EQS Lead is responsible for analyzing trends and creating ongoing training to mitigate process and performance gaps that impact equipment installs and repair activities.  This role collaborates with multiple business partners, internally and externally, to align best practices and support issue resolution to address customer concerns. This includes educating field partners and internal teammates on customer solutions to minimize aging work orders both proactive and reactive, and supporting market unit activity to ensure adherence to SLAs.  The EQS Lead serves as a contact point for scheduling and reactive planner teammates and adapts to support day-to-day business needs, backfilling scheduling and reactive planner teammates/leadership.  

Duties & Responsibilities

• Coach, teach and train scheduling and reactive planner teammates to deliver operational budget plans and drive results through employee performance management
• Measures KPI's, monitoring queues - SLA, ASA, calls holding, productivity states, and call abandonment and monitoring dashboards for productivity and health
• Assist with the creation of trainings materials and help facilitation of new hire connect support
• Execute action plans to improve planner performance and customer experience. Collaborate effectively with internal stakeholders including Customer Connection Hub, as well as other field sales roles
• Coach, teach, and train scheduling and reactive planner teammates to deliver operational budget plans and drive results through employee performance management

Knowledge, Skills, & Abilities

• 2 (or more) years of previous EQS Scheduling or Reactive Planner experience required
• Food/beverage industry experience preferred
• Ability to create and conduct presentations required
• Strong initiative and attention to detail required
• Excellent communication skills and ability to collaborate with business partners, customers, teammates, and leaders required  
• Excellent knowledge and proven demonstration of company policies, procedures, processes, and culture required 
• Excellent time management, prioritization and decision-making skills required 
• Proficiency in computer applications include MS Office Suite, SharePoint, SFDC, SAP, Genesys and Tableau required 
• Ability to work variable schedule [including evenings, weekends and holidays] required 

Minimum Qualifications

• High school Diploma or GED
• 1-3 years experience
• Must have and maintain a valid driver's license or reliable transportation with current vehicle liability insurance, as specified by company 
• Must provide and maintain a personal vehicle or reliable transportation for travel.
   

Preferred Qualifications

• N/A

Work Environment

Environment will vary