Lead Field Technician

Position Overview

The Lead Field Technician will be responsible for managing various processes in the absence of a Field Tech Supervisor. Serving as the lead for remote/satellite markets, this role ensures efficient business operations and high customer satisfaction by monitoring quality, providing training, and coordinating day-to-day operations in alignment with business objectives.

Key Responsibilities

• Meet with technicians on a regular basis to develop an ongoing partnership through weekly tech meetings and on-field interactions.
• Conduct training utilizing the company's safety, quality, and customer service practices.
• Promote teamwork, the company's mission, and operational goals.
• Ensure that all OSHA requirements are met and adhered to.
• Perform work on work orders to complete installations or repairs as needed.
• Maintain and distribute inventory and materials.
• Establish working relationships with employees and serve as a conduit between employees and senior management.
• Assist field technicians with troubleshooting advanced issues and provide technical expertise.
• Ensure adherence to Quality Assurance standards in compliance with company guidelines.
• Present information effectively and respond to questions from managers, customers, and employees.
• Supervise direct reports to ensure objectives are monitored and met.
• Foster cross-functional collaboration with Office Staff, Warehouse, Call Center, and other support teams.
• Prepare sites for expansion into other service lines.
• Maintain a safe work environment by adhering to and promoting safety policies and practices.
• Evaluate the quality of work performed in the field.
• Investigate, document, and monitor damage claims, motor vehicle accidents, and personal injuries in compliance with company policies.
• Safely operate and maintain company vehicles, reporting repair or service needs as required.
• Maintain strict adherence to all safety protocols and procedures.

Required Qualifications

• Excellent customer service skills with the ability to build credible interpersonal relationships with diverse groups.
• Strong ability to handle confidential, sensitive, and critical issues with integrity and discretion.
• Proven experience managing a remote staff in a fast-paced environment along with effective teamwork and conflict resolution skills.
• Outstanding interpersonal, written, and oral communication skills; highly organized and detail-oriented.
• Ability to work under pressure, prioritize tasks, and meet deadlines in a dynamic work setting.
• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and Internet applications.
• Associate’s degree from a two-year college or technical school preferred; industry certifications (e.g., SCTE, SBCA) required.
• Minimum of two (2) years of operations experience required; four (4) years may substitute for education and experience.
• Supervisory experience with responsibility for managing between 3 and 10 technicians.

Benefits & Perks

• Compensation: Pay Range: $24-$24.50 per hour
• Medical, dental, and vision benefits options
• Supplemental Benefits (Aflac)
• 401(k) with a company match
• Employee stock purchase plan
• Paid time off, including bereavement, jury duty, and 6 paid holidays
• Prescription Drug Plan (CVS Caremark)
• Telehealth services
• Flexible Spending Accounts (FSA)
• Short and Long Term Disability
• Life and AD&D Insurance
• Employee Assistance Program
• Legal Plan
• Annual Bonus (at company’s discretion)