Job Details

Description

The Field Service Team Leader is a collaborative and adaptable professional who excels in team dynamics and proactively shares essential information with peers. This role requires a significant commitment to on-site activities, ensuring maintenance and coordinating daily operations for on-site technicians. You will lead a dedicated team with minimal supervision, overseeing field service technicians to meet both production schedules and quality standards.

With strong oral and written communication skills, you will demonstrate exceptional troubleshooting abilities, backed by a solid technical understanding of our products. Proficiency in reading and interpreting electrical/mechanical schematics is crucial to identify root causes of equipment issues effectively. Regularly participating in the cross-training of products serviced in the field, you will achieve high proficiency across all product lines. You will take initiative in resolving common issues, both independently and collaboratively, while providing management with valuable feedback on team effectiveness.

This role requires you to maintain a field service log and accurately manage job files until all work is completed. You will conduct follow-up communications with customers to ensure satisfaction. Furthermore, mentorship of junior Field Service Technicians is key to enhancing their skills and knowledge of the equipment.

As the example for others, you will be responsible not only for equipment maintenance and repair but also for fostering excellent communication with customers and meeting deadlines for scheduled work. Administrative tasks must be completed efficiently and safely at all times. This position may include varying duties that are subject to change based on the needs of the organization.

Key Responsibilities:

• Coordinate daily shifts and work assignments for field service technicians to meet department schedules.
• Distribute preventive and corrective maintenance tasks efficiently among the field service technicians.
• Serve as the primary contact with stakeholders at assigned sites, addressing any issues or escalations.
• Collaborate with the Area Manager to ensure staffing requirements are met.
• Assist in meeting contractual service level agreements (SLAs).
• Maintain technician performance by taking on site maintenance tasks as needed.
• Monitor the quality of production and rectify any errors in work.
• Respond promptly to emergency service calls on a daily basis.
• Drive customer satisfaction by meeting daily service repair needs.
• Establish and maintain excellent communication with customers to foster positive relations.
• Oversee that all scheduled maintenance tasks are completed punctually.
• Manage parts orders, installations, and ensure efficient repair parts cycle times.
• Keep accurate records of inventory and tools.
• Stay current on technical certifications and training.
• Prepare reports and review logs for any open issues.
• Maintain the functionality and calibration of tools/test equipment.
• Advise on product performance based on field support data.
• Participate in site surveys, special projects, and necessary meetings.
• Communicate effectively in business correspondence.
• Collaborate with other Site Leads and Technical Support teams to stay updated on technical trends.
• Control costs while maximizing revenue opportunities.
• Submit expenses, timecards, and other administrative work timely.
• Be prepared for travel, to work overtime, and outside standard hours as required.
• Comply with health, safety, and environmental policies at all times.
• Adhere to U.S. export control and security regulations.
• Perform any additional tasks as required.

Position Requirements:

• Bachelor's degree in a related engineering field (industrial, electrical, mechanical) or equivalent work experience (8 years in a related field service role).
• Certification in networking or systems integration (A+, CCNA, or similar) is preferred.
• Proficiency in MS Office Suite and a willingness to learn specialized software; Linux experience is a plus.
• At least 8 years of hands-on experience troubleshooting and repairing advanced electrical/electronic systems.
• A minimum of 2 years in a supervisory or leadership role.
• Exceptional communication skills with a strong focus on customer service and teamwork.
• Ability to respond effectively to customer concerns.
• Willingness to travel at short notice as needed.
• Must pass a thorough background check.

Physical/Mental Requirements:

• Strong organizational and communication skills, capable of managing multiple projects.
• Excellent customer service abilities, particularly in stressful situations.
• Self-motivated and dependable.
• Ability to lift up to 50 lbs
• Ability to push/pull weights of 200 lbs.
• Capacity to manipulate equipment weighing up to 1000 lbs with assistance.
• Frequent bending, stooping, and working in various positions are required.
• Ability to work safely in extreme environments (temperature, humidity, noise) and around hazardous equipment.
• Willingness to work on-call and after-hours as needed.

Work Environment:

• This position primarily operates off-site, at various customer locations, which may include airports, correctional facilities, courthouses, cruise ships, and other sites. Regular travel of up to 75% is expected to support service activities and maintain customer relationships.

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