Site Lead

Site Lead

This individual must be team oriented and flexible, and actively seek to share information and assist his peers. This position requires the majority or all of the lead's time to be spent at the customer's site performing maintenance and coordinating every day activities for the other on-site technicians.

Under minimal supervision, leads a site based team and overseeing the work activities of field service technicians to meet production schedules and quality standards. Possesses excellent communication skills, both oral and written. Demonstrates strong electronic repair troubleshooting methodology and maintains a high technical level of product knowledge. Ability to read and follow electrical/mechanical schematics to assist in isolating fault to root cause component/assembly. Cross trains on products serviced in the field, and displays high proficiency in servicing all product lines located at the customer site. Looks for common-mode problem occurrences and seeks to resolve, both independently and with the aid of others. Provides appropriate feedback to management regarding effectiveness of assigned team. Has a strong knowledge of business PC applications (MS Word, Excel & Power Point) and able to effectively use them to provide clear, concise information summaries and project updates as needed.

Troubleshoots, services, installs (deploys) and repairs all equipment at customer sites. Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files until work is completed. Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements. Conducts follow up calls with the customer to ensure satisfaction of work. Mentors lower level FSTs in order to improve their skill and knowledge of the equipment.

The Site Lead must be an example for others to follow. Not only must they repair and maintain equipment at peak performance, they must exercise excellent communications skills to both internal and external customers, meet deadlines for scheduled work, complete all adminstrative tasks required for call completion and they must do so in a safe manner. Activities are generally conducted with a high degree of independence and are virtually self-supervising. The duties and responsibilities may change from time to time without notice and include but are not limited to the duties described below.

Specific duties, activities and responsibilities include but are not limited to:

• Responsible for shift schedules and coordinates work assignments for field service technicians to meet department schedules.
• Ensures that workload for preventative and corrective maintenance is distributed efficiently amongst the field service technicians at the assigned site.
• Will serve as frontline interface with stakeholders at assigned sites to include, airlines, TSA & baggage handling vendors reporting any issues or escalations.
• Provides input to the Area Manager on staffing requirements.
• Assist the Area Manager in ensuring contractual SLAs are met for the assigned sites
• Ensures that technician job performance maintains continuity of workload by taking on site maintenance work as needed.
• Maintains quality of production, noting errors in work on variance from established procedures on the part of the field service technicians he/she leads, correcting the issues and/or advising the area manager. Provides direction to other technicians in order to improve their performance and to follow established Field Service procedures.
• Must be able to respond to emergency and non-scheduled calls for service on a daily basis within established response time goals.
• Responsible for meeting daily service repair needs and driving customer satisfaction at assigned sites / locations.
• Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
• Ensures that all scheduled maintenance is completed within required deadlines.
• Order, install, and return parts and manages repair parts cycle time
• Maintains an accurate inventory of parts and tools.
• Maintains currency on all technical certifications.
• Reviews all logs and maintenance tracking systems for open issues and prepares formal reports to customers as necessary.
• Ensures that tools / test equipment for the site and that are assigned to site technicians are properly maintained and calibrated
• Assesses product/equipment performance based on field support data; recommends modifications or improvements.
• May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
• Maintains clear and concise business communication proficiency, both oral and written
• Establishes and maintains a close relationship with other Site Leads and Tech Support in order to support the needs of the customer and remain aware of current technical trends.
• Exercises every available measure to control and minimize costs while maximizing revenue.
• Must submit expenses, timecards and other administrative tasks within the specified timelines.
• Travel, overtime and work hours other than Monday-Friday may be required.
• Comply with and ensure department compliance with Company health, safety and environmental policies.
• Comply with all applicable U.S. export control and security regulations.
• Other duties as required.

Position Requirements:

Engineering degree in related field (industrial, electrical, electronic, mechanical). Equivalence achieved through comparative work and life experience is acceptable (>8 years work experience in a related electrical or mechanical field service role).

Preferably including certification in networking or systems integration (A+, CCNA, or similar)

Computer literacy; competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs. Linux experience is preferred.

Minimum of 8 years experience directly involved in troubleshooting and field repair of advanced/integrated electrical and electronic systems and equipment.

Minimum 2 years of previous leadership / supervision experience.

Individuals shall possess excellent communications skills and have a strong orientation for customer focus and teamwork.

Must be responsive to all customer issues at all times.

Must be willing & able to travel at short notice.

Leads Field Service Technicians at assigned site and within their geographical territory.

Must be able to pass an in depth background check ( TSA eQIP).

Physical/Mental Requirements:

Possess excellent organizational, communication, interpersonal skills with the ability to multi task several projects at once.

Excellent customer service skills and the ability to handle stressful situations.

Self-motivated, reliable, and accountable individual

Possess excellent telephone skills

Must be able to lift/carry 50 lbs.

Must be able to push/pull 200 lbs.

Must be able to move/ manipulate equipment weighing up to 1000 lbs. with the assistance of carts, hoists, davit cranes, pallet jacks or other devices as defined in the manuals and Technical Advisory documentation.

Job requires frequent bending, stooping, twisting, turning, and working in unusual positions requiring full body mobility.

Must be able to work safely and follow safety precautions in extreme environments (temperature, humidity, noise, confined spaces, etc.) around dangerous industrial equipment.