Field Service Technician, Site Lead - Chicago Metro
About The Position
The Field Service Site Lead oversees and manages all field service operations at a designated site, coordinating and leading field service technicians and support staff to deliver high-quality customer support. The role combines team leadership, service scheduling and operations, customer relationship management, quality assurance, inventory oversight, and reporting. The Site Lead also exercises discretion and independent judgment in overseeing field work and completing work orders related to troubleshooting down or underperforming systems. The responsibilities and requirements are general guidance and are not an all-inclusive description of the role.
Requirements
- At least 1 year of proven field service experience.
- High school diploma or equivalent.
- Proficiency with Microsoft Office applications, including Outlook, Teams, Word, Excel, and PowerPoint.
- Proficiency using service management software and tools.
- Clean DMV record and valid driver’s license.
- Strong analytical, negotiation, organizational, and presentation skills.
- Strong interpersonal and communication skills, including the ability to communicate key data and present to senior management, Board members, Committee members, or outside partners.
- Ability to exercise discretion and independent judgment and prioritize in an ever-changing environment.
Nice To Haves
- Experience in a leadership or supervisory role.
- Experience in a manufacturing environment.
- Bachelor’s degree.
- OSHA training.
Responsibilities
- Lead and manage field service technicians and support staff at the designated site, fostering teamwork and a customer-centric culture.
- Set performance expectations and conduct regular performance evaluations.
- Coordinate and schedule field service visits to meet customer requirements and service level agreements.
- Oversee the resolution of complex technical issues and ensure timely, effective problem-solving.
- Ensure field service activities are efficient and follow company standards.
- Optimize technician routes and allocate resources efficiently.
- Communicate work schedules and assignments to field technicians.
- Build and maintain relationships with key customers at the site.
- Serve as the primary point of contact for escalated customer issues and concerns.
- Collaborate with the sales team to identify additional service opportunities and customer needs.
- Implement and enforce quality assurance procedures; inspect and audit field service work for compliance with company standards.
- Drive continuous improvement to enhance service efficiency and effectiveness.
- Manage inventory of spare parts and equipment and coordinate replenishment and procurement of supplies.
- Maintain accurate records of field service activities, service reports, customer feedback, and equipment status.
- Generate regular reports on service performance and key performance indicators for site management.
- Exercise discretion and independent judgment overseeing field service work and successful work-order completion related to troubleshooting down or underperforming systems.
- Read, analyze, interpret, and apply management and corporate direction using general business concepts and methodologies.
- Prioritize goals and work consistently in an ever-changing environment.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
