Field Service Lead (Commercial Generators)

PowerSecure•Raleigh, NC

5d•Remote

About The Position

The Field Service Leader is responsible for balancing field execution with operational, administrative, and people leadership responsibilities. This role provides day-to-day leadership for Service Technicians while overseeing work quality, safety compliance, documentation accuracy, and revenue-impacting decisions. Success in this role requires strong technical knowledge, sound judgment, effective coaching skills, and the ability to manage competing priorities across field and office environments.

Requirements

Highly experienced Generator Service Technician.
High School diploma is required.
Experience working with an ERP or service management system.
Customer service experience.
8 years working in service-related industry with 6 years in generator or utility industry.
Excellent typing and computer skills, proficient with office 365 suite.
Have and maintain a valid drivers license along with a MEC for commercial vehicle operation.
Tooling needed to support required field demands.
Strong leadership and coaching capability with the ability to deliver difficult feedback constructively.
Excellent organizational and time-management skills with the ability to balance field and office responsibilities.
Sound judgment and decision-making skills in fast-paced, high-impact environments.
Effective written and verbal communication skills across all levels of the organization.
Ability to influence others without direct authority and work collaboratively across teams.

Nice To Haves

Leadership experience is preferred.

Responsibilities

Hire, onboard, coach, develop, and, when necessary, discipline or terminate Service Technicians in partnership with the Field Service Manager.
Provide day-to-day leadership for assigned technicians, including performance management, career development, and first-line escalation support.
Conduct fair, balanced, and well-documented performance evaluations, coaching conversations, and corrective actions.
Support technicians as needed, including after normal business hours, to ensure operational continuity and customer satisfaction.
Review and audit work orders for accuracy, completeness, and compliance; address errors and coach technicians to improve quality and efficiency.
Monitor quote submissions, labor entries, and job documentation to ensure alignment with company standards and revenue objectives.
Make daily operational decisions that directly impact technician utilization, job profitability, and overall revenue performance.
Manage administrative duties related to direct reports, including scheduling support, documentation, reporting, and system updates.
Effectively prioritize and manage time between field support, administrative responsibilities, meetings, and escalations.
Identify trends, gaps, and opportunities for improvement related to work quality, efficiency, billing accuracy, and technician performance.
Proactively recommend and help implement process improvements, creative solutions, and company initiatives.
Ensure all Service Technicians comply with company safety policies and procedures.
Collaborate with the Safety Department to confirm technicians are properly trained, equipped, and compliant.
Maintain strong technical knowledge of electrical and mechanical generator systems to support training, emergency callouts, and coaching.
Serve as a technical escalation point for complex field issues and customer concerns.
Act as a dependable escalation point for internal divisions to ensure seamless service delivery and a high standard of customer care.
Participate in regular meetings with internal teams and leadership to communicate performance, challenges, and operational needs.
Manage customer interactions including assisting in scheduling coordination, issue resolution, negotiation, and dispute management with professionalism and accountability.