Job Description

The Lead Technician (“LT”) is a senior-level, highly skilled technician responsible for executing complex technical work and leading special projects across the region, including telematics installation, stand-up / sit-downs, challenging technical jobs, and hands-on technical support & training. While not a direct people manager, the LT provides technical expertise and direction to technicians at multiple locations as needed. This role is fundamentally a hands-on, revenue-generating technician position tasked with increasing aftermarket absorption & profitability while increasing customer satisfaction. A significant portion of time will be spent completing and billing customer-facing service work orders.

The LT performs repairs on equipment as billable hours but also trains other technicians, helps troubleshoot mechanical & electrical equipment in-person & remotely, leads non-routine, high-impact, specialized jobs, and explains technical challenges to customers. The Lead Technician plays a key role in driving second segment sales & PM Yield across the territory. Besides completing assigned service repairs, the Lead Technician assists as needed with training, hiring & assessment, dispatch, communication, and other tasks. The LT reports to the Operations Manager or Regional Director and is dispatched by Customer Care Coordinators on a daily basis.

Requirements

Essential Duties & Responsibilities

• Service Repairs & Special Projects Responsibilities (Regional)
• Directly handle the most challenging technical jobs in the territory, including diagnostic inspections and mechanical & electrical repairs.
• Make repairs and recommendations on customer & Bailey-owned forklifts, directly billing out as much time as possible for customer-facing work to keep Labor Efficiency Rate high.
• Identify root causes of equipment failures and identify safety issues using input from customers, technicians, and Service Managers.
• Conduct root cause analysis to diagnose mechanical & electrical issues and identify safety issues, make recommendations to the customer.
• Travel regionally as needed to execute regional special projects as assigned, including but not limited to:
• Large-scale or complex equipment repairs and rebuilds
• Multi-location equipment or product rollouts
• Technical pilots and testing programs
• Telematics projects
• Regional process improvement initiatives
• Cross-branch troubleshooting or escalation support
• Coordinate project scope, timelines, and execution across multiple locations.
• Communicate project progress, risks, and outcomes to regional leadership and Service Managers.
• Identify recurring regional technical issues and recommend standardized solutions, training, or process improvements.

Technical Support & Training

• Train, mentor, and support technicians across the region, both on-site and remotely.
• Assist technicians with advanced troubleshooting and diagnostics.
• Provide virtual support via phone calls & Teams to assist other technicians in identifying root causes of issues, making repairs, navigating software, or making good decisions.
• Support technician development by sharing best practices, safety standards, and technical procedures.
• Conduct structured technical trainings as needed, including group and 1:1 training(s).

Managerial Support

• Help communicate HR, safety, operational, and work-related messages consistently across regional branches.
• Assist Service Managers and Field Service Managers with hiring support, onboarding, and new-hire technical training as requested.
• Fill in for SMs and FSMs as needed.
• Support coordination between service, operations, sales, and leadership on regional initiatives and special projects.

General Expectations

• Regular regional travel required; overnight travel may be necessary.
• Promote and participate in Bailey’s safety, training, and environmental sustainability programs across the region.
• Maintain all required licenses, certifications, and training to avoid expiration.
• Represent Bailey professionally at all locations in the region by:
• Maintaining a professional appearance and wearing required uniforms
• Keeping vehicles and work areas clean and organized
• Being courteous, knowledgeable, and informative with customers and branch teams
• Model safety-first behavior and reinforce compliance with company standards.
• All time spent on customer repairs, whether working independently or assisting another technician, must be accurately clocked and billed to the appropriate SWO.
• Perform other duties and regional special projects as assigned.

What we offer:

• Competitive pay.
• Comprehensive benefits.
• Multiple health plans including one plan with 100% employer paid premiums.
• Generous 401K matching.
• 100% Employer paid short- and long-term disability.
• Industry-leading vacation plan with new employees earning 3 weeks of PTO per year and eligible for up to 5 additional sick days.
• Referral bonuses.
• Assigned company vehicles.
• A family owned and operated business that prioritizes the needs of our employees and customers.
• The ability to grow your career with us through substantial training opportunities for all team members. Training includes both OEM training with our manufacturers and proprietary training developed internally through Bailey University.

Requirements

• Valid Driver’s License
• Forklift Certification (provided by Bailey)
• A technical school certificate or equivalent experience in mechanical repairs is preferred.
• Advanced “master” certification from OEM factory, Logisnext preferred.
• Strong diagnostic and repair skills.
• Strong mechanical skills.

Skills, Knowledge, & Abilities

• Ability to influence, coach, develop and get it done without direct authority over other personnel.
• Strong communication and problem-solving skills.
• Good computer skills, including Word, Excel, Outlook, etc.
• Ability to handle conflict.
• Willingness to adapt, learn, and take direction.
• Ability to maintain a positive presence in the workplace.
• Practice safe work habits in all situations.
• Strong communication skills.
• Ability to work in the field with minimal or no supervision.
• Safe work habits.

Required PPE:

• Steel toed, non-slip, work boots (boot reimbursement provided by Bailey.
• Leather gloves, rubber gloves (provided by Bailey).
• Safety glasses (provided by Bailey).
• Hearing protection (provided by Bailey).
• Safety vest (provided by Bailey).

BAILEY is an Equal Opportunity Employer and affords equal opportunity to all qualified applicants for all positions without regard to protected veteran status, qualified individuals with disabilities and all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other status protected under local, state or federal laws. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.