FSE Team Lead

DroneShield•Warrenton, VA

8d•Onsite

About The Position

The Field Service Team Leader is responsible for leading DroneShield’s Field Service Engineering capability, ensuring high-quality technical support, installation, maintenance, and sustainment of deployed systems. This role acts as the link between Customer Delivery, Test & Evaluation (T&E), and Technical Operations, ensuring all service activities are effectively planned, resourced, and reported. The role is approximately 70% leadership/operations and 30% hands-on technical support.

Requirements

Leadership, coaching, and mentoring skills
Ability to set expectations for professionalism, technical excellence, safety, and customer interaction
Experience with one-on-ones, performance reviews, field audits, and competency assessments
Experience supporting onboarding, structured training, and ongoing upskilling
Ability to foster a culture of accountability, collaboration, and continuous improvement
Skills in planning, scheduling, and coordination of resources
Experience collaborating with Project Managers and Customer Delivery teams
Ability to maintain and update a master FSE schedule
Experience reviewing and approving pre-deployment readiness, field kits, and equipment allocation
Knowledge of travel, logistics, and safety requirements for deployments
Ability to monitor and improve key service metrics (FTFR, MTTR, utilization, response/resolution times)
Skills in identifying bottlenecks and implementing process improvements
Understanding of service standards, procedures, and best practices
Ability to act as a primary escalation point for complex technical issues
Knowledge of product lines and safety requirements for training and certification
Experience overseeing completion and quality of Field Service Reports (FSRs)
Ability to capture and feed back field insights to Engineering and Tech Ops
Experience supporting product improvement through technical feedback
Professional on-site representation with a strong safety and customer focus
Experience supporting installations, commissioning, handover, and acceptance testing
Ability to work with Customer Success for post-deployment support
Skills in providing clear customer feedback and performance summaries
Ability to champion a safety-first culture
Knowledge of WHS, internal policies, and export control standards
Experience conducting safety audits, toolbox talks, and incident reviews
Ability to ensure FSEs are trained, certified, and properly equipped
Skills in tracking and reporting on KPIs and SLAs
Ability to use data and insights to drive operational improvements
Experience maintaining competency matrices and readiness tracking tools
Ability to review and approve reports, capturing lessons learned and actions

Responsibilities

Lead, coach, and mentor a team of Field Service Engineers to drive performance and engagement
Set expectations for professionalism, technical excellence, safety, and customer interaction
Conduct regular one-on-ones, performance reviews, field audits, and competency assessments
Support onboarding, structured training, and ongoing upskilling
Foster a culture of accountability, collaboration, and continuous improvement
Allocate FSE resources across projects, installations, demos, training, and service activities
Collaborate with Project Managers and Customer Delivery teams on resource planning
Maintain a forward-looking master FSE schedule and provide regular updates
Review and approve pre-deployment readiness, field kits, and equipment allocation
Ensure all travel, logistics, and safety requirements are met for deployments
Monitor and improve key service metrics: First-Time Fix Rate (FTFR), Mean Time to Repair (MTTR), Technician utilisation, Response and resolution times
Identify bottlenecks and implement process improvements
Ensure adherence to service standards, procedures, and best practices
Act as the primary escalation point for complex field technical issues
Ensure FSEs are trained and certified across product lines and safety requirements
Oversee completion and quality of Field Service Reports (FSRs)
Ensure field insights are captured and fed back to Engineering and Tech Ops
Support product improvement through structured technical feedback
Represent DroneShield professionally on-site with a strong safety and customer focus
Support installations, commissioning, handover, and acceptance testing
Work with Customer Success to ensure effective post-deployment support
Provide clear customer feedback and performance summaries to stakeholders
Champion a strong safety-first culture across all activities
Ensure compliance with WHS, internal policies, and export control standards
Conduct safety audits, toolbox talks, and incident reviews
Ensure all FSEs are trained, certified, and properly equipped
Track and report on KPIs and SLAs to measure team performance
Use data and insights to drive operational improvements
Maintain the FSE competency matrix and readiness tracking tools
Review and approve reports, ensuring lessons learned and actions are captured
Provide regular updates on performance, risks, and resourcing to management