HOW YOU WILL MAKE AN IMPACT -The Service Lead is an hourly, hands-on leadership role responsible for coordinating and leading daily commercial tire service activities within a retail and fleet service environment. This position provides working leadership to service technicians while actively participating in service operations, including shop work, road service coordination, workflow execution, safety compliance, and customer service support.The Service Lead works under the direction of the Store Manager and focuses on execution, technician guidance, and operational consistency, rather than independent departmental management. This role does not have final authority over hiring, termination, compensation, or disciplinary decisions.Key ResponsibilitiesService & Operations LeadershipLead and participate in daily service operations, including shop workflow, road service dispatch coordination, drive-up service, and emergency fleet calls.Perform hands-on tire service work as needed, including mounting, balancing, repairs, inspections, and related service activities.Provide real-time direction and task coordination to service technicians during shifts.Ensure service work is completed accurately, efficiently, and in compliance with established procedures and safety standards.Monitor service workflow and productivity to support customer turnaround and uptime expectations.Escalate operational issues, staffing challenges, or service delays to the Store Manager.Customer & Fleet Service SupportServe as a first-level escalation point for service-related customer and fleet concerns.Assist with inbound service calls, scheduling, and coordination of service activities.Support accurate communication of service offerings and tire pricing in accordance with approved pricing structures.Promote a consistent, professional customer experience focused on safety, reliability, and service quality.People Leadership & Training SupportProvide day-to-day guidance, coaching, and direction to service technicians.Lead by example through active participation in service work and adherence to safety and quality standards.Support onboarding and training of new technicians and service staff.Reinforce productivity, attendance, conduct, and safety expectations.Communicate performance observations and concerns to the Store Manager and Human Resources.Safety, Compliance & Asset SupportEnforce all safety programs, including OSHA, DOT, and internal safety standards.Ensure compliance with torque procedures, PPE usage, lock-out/tag-out, and hazardous material handling.Maintain the Hazardous Materials (HazMat) Book and ensure required documentation is current.Verify service truck tools, equipment, and inventory are properly maintained.Support preventive maintenance, inspections, and safe operation of service vehicles.Maintain accurate mileage, fuel usage, and vehicle-related documentation as required.Inventory & Administrative SupportAssist with monitoring tire, supply, and service material inventory levels.Complete required service documentation, timekeeping inputs, and operational reporting.Support shop, yard, and service area housekeeping, organization, and safety standards.Store Support & CoverageProvide operational support to the Store Manager as directed.Assist with execution of company initiatives, operational standards, and process improvements.Serve as a designated point of contact during Store Manager absences when assigned, with decision-making authority limited to routine operational matters.Key CompetenciesCommercial Tire & Fleet Service OperationsHands-On Service LeadershipService Dispatch & Workflow CoordinationSafety Compliance & Risk AwarenessTechnician Coaching & On-Shift GuidanceCustomer Service & Issue ResolutionInventory & Asset AwarenessTime Management & PrioritizationProblem SolvingTeam Accountability
