Lead Technical Support Engineer (DC Region)

Global Enterprise Technologies•Washington, DC

8d•$80,000 - $82,500

About The Position

The Lead Technical Service Engineer is a senior technical authority for Field Service Engineers (FSEs), reporting to the CS Technical Manager. The role resolves complex and escalated issues beyond the expertise of FSEs, performs and oversees preventive and corrective maintenance for GET NA internal and external customers, and develops the technical capabilities of the FSE team through training, coaching, service bulletins, and knowledge-base content. The Lead identifies recurring issues and drives structural improvements with Engineering, and is accountable for the quality and delivery of service on escalated cases. The position requires U.S. citizenship and eligibility to obtain and maintain a U.S. Department of State security clearance, which must be obtained before starting work. An active security clearance is a plus, but is not required to apply; GETNA will begin the clearance process after selecting a candidate. The position involves up to 50% travel nationally for backup coverage or training and may include domestic and international service activities.

Requirements

U.S. citizenship; proof of citizenship is required.
Must be able to obtain and maintain a U.S. Department of State security clearance before starting work.
2–4 years of mechatronics experience in a firsthand technical environment.
Familiarity with electro-mechanical devices and equipment.
Solid working knowledge of mechatronic equipment processes.
Excellent troubleshooting skills.
Ability to read and understand schematic diagrams and competence in disassembling and reassembling complex mechanical devices.
Ability to work independently and effectively in a team without direct supervision.
Proficiency with MS Office business products.
Excellent verbal, written, and communication skills.
Excellent technical documentation skills.
Excellent interpersonal and customer service skills.
Strong technical leadership, coaching, and mentoring skills.
Strong analytical, troubleshooting, and problem-solving skills.
Superior understanding of system hardware and software.
Ability to interpret drawings, schematics, specifications, and system logs.
Excellent time management and task-prioritization skills.
Ability to explain technical issues to technical and non-technical employees and customers.
Proficiency with, or ability to quickly learn, a wide range of system hardware and software.
Willingness to travel up to 50% nationally for backup coverage or training requirements.

Nice To Haves

Active security clearance.
Four-year Bachelor of Science degree in a technical discipline.
Five or more years of mechatronics experience.

Responsibilities

Serves as the first technical escalation point for Field Service Engineers and provides technical direction on complex cases.
Participates in hiring and technical onboarding of Field Service Engineers.
Provides on-the-job coaching and ongoing training to Field Service Engineers.
Provides technical input to the CS Technical Manager for Field Service Engineer performance evaluations.
Advises the CS Technical Manager on technical skills, resources, tools, and parts needed for planned work.
Diagnoses and resolves escalated malfunctions and customer complaints.
Reviews drawings, specifications, complaint descriptions, system logs, and background information to determine a technical approach.
Determines work approaches and execution plans for complex assignments in consultation with customers and the CS Technical Manager.
Identifies and prepares tools, components, software, and manuals for complex assignments.
Performs and oversees scheduled preventive maintenance at customer sites according to maintenance schedules, work instructions, and service bulletins.
Leads root-cause analysis of complex hardware, software, and process-parameter malfunctions and resolves them.
Adjusts, upgrades, or replaces hardware and software, and leads equipment conversions and upgrades.
Analyzes service logs and failure trends to optimize system uptime and yield.
Performs or oversees repairs on customer-returned components and systems.
Arranges repair or replacement of defective products by hardware or software vendors.
Develops service bulletins, knowledge-base articles, and work instructions for Field Service Engineers.
Provides maintenance training to customer operators and technicians using approved training materials.
Advises customers on effective use of upgrades.
Evaluates expanded or enhanced system operations and recommends hardware and software improvements and upgrades.
Identifies and reports structural issues to the CS Technical Manager and Engineering.
Collaborates with hardware and software Engineering to explain errors and recommend equipment modifications.
Identifies and communicates commercial and technical improvement opportunities to customers and the internal organization.
Maintains knowledge of relevant technology innovations and trends.
Prepares service reports on escalated cases and discusses findings internally with Engineering.
Reviews Field Service Engineer reports on escalated cases for technical quality and completeness.
When applicable, prepares time reports, obtains customer sign-off, and accounts for assignment time and costs.
Keeps installed-base and machine records up to date.
Reports findings as input for structural product and process improvements.
Organizes the on-site work approach, activity sequence, and resources within agreed timelines and budgets.
Makes technical decisions on escalated cases, including whether to escalate further to Engineering or vendors.
Represents GET NA to internal and external customers and is accountable for customer relationships and satisfaction on escalated cases.
Is accountable for the quality, cost control, and delivery of agreed service commitments on assigned work.
Performs other related duties as assigned.