Field Service Team Lead

GEA Group•Janesville, WI

6d•Onsite

About The Position

This role involves overseeing the day-to-day administrative functions of the Field Service team, ensuring efficient operations, and providing technical expertise at customer sites. The Field Service Team Lead will be responsible for managing schedules, supporting technicians, and ensuring customer satisfaction through timely and accurate service delivery. This position also requires performing installations, maintenance, troubleshooting, and repairs of equipment, as well as providing after-hours support.

Requirements

3–5 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.

Nice To Haves

Familiarity with CRM/ERP or service scheduling platform

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.
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.
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, on‑time arrival, job completion rate).