Lead Field Technician

ManpowerGroup WorkMyWay•Renton, WA

2d•Onsite

About The Position

The Lead Field Technician manages various processes when a Field Tech Supervisor is absent and leads remote or satellite markets. The role provides leadership and coordination to support efficient business operations and customer satisfaction, while monitoring quality, training, and day-to-day operations to meet established criteria and quality assurance goals. The position ensures operational plans align with business objectives and generally supervises 3 to 10 technicians. The Lead Field Technician works on installation and repair orders as needed, supports technicians with troubleshooting and advanced technical issues, maintains and distributes inventory and materials, and coordinates with office, warehouse, call center, and other support staff. The role also trains employees in safety, quality, and customer service practices; promotes teamwork and company goals; evaluates field work; and ensures compliance with OSHA and company safety and quality standards. This safety-sensitive position includes safely driving and maintaining company vehicles, and documenting and monitoring damage claims, vehicle accidents, and personal injuries. The work involves frequent standing, walking, lifting and carrying up to 75 pounds, climbing a 40-foot ladder, balancing, stooping, kneeling, crouching, reaching, handling, and coordination-related activities. Employees may be exposed to extreme weather; noise is usually moderate. Long hours, nights, weekends, holidays, and variable schedules are highly possible and expected as needed. Hours fluctuate throughout the year, with the busiest periods during summer.

Requirements

Minimum of two years of operations experience; four years of operations experience may be substituted for the stated education and experience.
SCTE, SBCA, and/or other industry certifications are required.
Ability to provide excellent customer service and establish and maintain credible interpersonal relationships with diverse groups.
Ability to handle confidential, sensitive, and critical issues with ethics, honesty, integrity, and credibility.
Ability to manage remote staff in a fast-paced environment and collaborate effectively with others.
Interpersonal, written, and oral communication skills to coordinate activities and accomplish goals.
Organizational and planning skills, ability to multitask, attention to detail, and ability to remain productive without compromising quality.
Ability to work under pressure to meet deadlines while managing internal customer expectations.
Ability to set and balance short- and long-term priorities and remain focused in a rigorous, fast-paced, dynamic environment.
Problem-solving ability, sound judgment, and stress tolerance.
Knowledge of word processing, spreadsheet, presentation, and email software; Microsoft Word, Excel, PowerPoint, Outlook, and Internet are preferred tools.
Ability to manage conflict and resolve team member issues effectively and efficiently.
Ability to exercise good judgment and discretion when selecting methods and techniques for solutions and meeting performance metrics.
Ability to work in a team and independently with minimal supervision.
Results-oriented approach, initiative, accountability, and a can-do attitude.
Ability to meet the physical demands described, including lifting and carrying up to 75 pounds and climbing a 40-foot ladder.

Nice To Haves

Associate's degree from a two-year college or technical school preferred.

Responsibilities

Meet regularly with technicians, including through weekly meetings and field interactions, to develop ongoing partnerships.
Conduct training using company safety, quality, and customer service practices, policies, and standards.
Promote teamwork, the company mission, and operational goals.
Ensure OSHA requirements are met and followed.
Perform work orders for installations or repairs as needed.
Maintain and distribute inventory and materials.
Build working relationships with employees and serve as a conduit between employees and senior management.
Assist field technicians with problems, troubleshoot advanced issues, and provide technical expertise.
Ensure quality assurance standards are met and maintained in compliance with company standards.
Present information effectively and respond to questions from remote managers, customers, and employees.
Supervise direct reports and monitor progress toward established objectives.
Coordinate cross-functional relationships with office staff, warehouse, call center, and other support staff.
Prepare the site for expansion into other service lines.
Maintain a safe work environment through training, safe practices, and adherence to safety policies and protocols.
Evaluate the quality of work performed in the field.
Investigate, document, file, and monitor damage claims, motor vehicle accidents, and personal injuries in compliance with company policies.
Drive and operate company vehicles safely and courteously in accordance with established policies; ensure appropriate vehicle care and maintenance and report required repairs or service.
Assist with advanced and difficult jobs, including fall protection assistance.
Perform general clerical work such as filing, copying, and mailing.
Perform other duties as assigned.