Field Service Team Lead

Responsibilities / Tasks

Supervisory Responsibilities:

• Oversee day to day administrative functions of the Field Service team including PTO timecard and expense approval as well as documentation and safety compliance.
• Work with Service scheduler ensuring efficient routing and assignment of technicians based on skillset geography and priority.
• Review completed service reports for accuracy and adherence to departmental standards.
• Support onboarding training and mentoring of new Field Service Technicians.
• Assist with performance feedback by providing field insights to management.
• Provide administrative oversight of afterhours troubleshooting ensuring proper escalation paths technician rotation compliance and consistent customer communication.

Essential Duties/Responsibilities:

• Field Service Technician
  • Perform installation maintenance troubleshooting and repair of equipment at customer sites.
  • Provide technical expertise and on site customer support.
  • Support after hours troubleshooting including phone support and emergency service guidance to ensure customer uptime and continuity.
  • Document all service activities accurately including work performed parts used expenses timecards and follow up actions.
  • Ensure customers have all necessary critical spares to prevent any unplanned downtime.
• Schedule Optimization and Customer Engagement
  • Optimize daily and weekly service schedules to maximize technician utilization and minimize travel and expenses.
  • Drive continuous improvement in service planning workflow efficiency and customer satisfaction.
  • Track and analyze scheduling KPIs (utilization response time ontime arrival job completion rate).

Your Profile / Qualifications

• 35 years of experience as a Field Service Technician or equivalent technical role.
• Strong technical troubleshooting and repair skills including remote and after hours support.
• Excellent organizational administrative and communication abilities.
• Ability to balance fieldwork with supervisory and administrative responsibilities.
• Strong customer service orientation and problem solving skills.
• Previous leadership or mentoring experience.
• Experience in dispatching scheduling or service coordination..
• Familiarity with CRM/ERP or service scheduling platform preferred.

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