Lead Field Technician

Job Description

Job Description

About BIS Digital

BIS Digital is a technology company providing integrated communication solutions using audio, video, presentation, and computer systems. Since 1982 the mission of BIS Digital has been to create the best digital recording solutions available in the marketplace.

Position: Lead Field Technician

The Lead Field Technician will perform various roles providing customer service and support for all BIS Digital client?s. They will supervise and manage a team of regional based Field Technicians. They will provide regular communication and offer operational and technical AV support. The Lead Field Technician will also be the point person for all projects assigned within their region. They will be responsible for reviewing all projects prior to the start of the project and ensuring assigned Field Technicians understand the scope of work they will be completing. They will ensure that preventative maintenance of AV technology equipment in associated facilities is completed. This is a remote/work from home position. The lead will spend about 50-75% of the time on site at customer locations within the (REGION). Occasional travel to other US locations may be asked.

Responsibilities:

The job responsibilities of the Lead Field Technician include but are not limited to the following:

• Supervise and manage Field Technicians within the region.
• Works with Director of Operations, Field Operations Manager, and Human Resources to address employee concerns.
• Contributing member of the interviewing and recruiting process for openings within the region.
• Assures best practices through the region; ensures all established service support processes are in effect.
• Follow up with all customers to ensure any and all field service issues were resolved to their satisfaction.
• Provide customer feedback to the management team.
• Serves as Project lead in the assign region.
• Providing technical support for the various AV systems
• Review scope of work for all projects assigned within the region, prior to project start date with assigned technicians.
• Works with Project Management team regarding scheduling and coordination of assigned work within the region.
• Works with Sales Engineering team to ensure scope of work, parts, and timelines for projects are all in order before handing off to technicians.
• Works with shipping team for replenishment of any work tools / parts for all technicians in the region.
• Oversee onsite preventative maintenance schedules to ensure completion.
• Ensure onsite customer service is timely and accurate within the assigned region.
• Ensures compliance to integration standards for:
  • Wiring
  • Installation
  • Training
  • Integration Documentation
• Perform equipment audit at installation and provide update to Accounting for maintenance agreements.
• Provide regular communication and status updates with Field Service Manager