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FIeld Service Lead Technician

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Job Details
Job Order Number
Company Name
Physical Address
Company Worksite
Birmingham, AL 35242
Job Description

Position: FIeld Service Lead Technician

Birmingham, AL

Job Id: 383

.# of Openings: 1

Primary responsibilities of the Field Service Lead Technician are to provide leadership and guidance to the Field Service Technicians in an assigned geographic area. The Field Service Lead Technician will assist the Manager of Support Services in the oversight of the day to day activities and incident management for all customers in his/her respective area while maintaining the ability to respond to service calls. The Field Service Lead Technician will assist the Manager of Support Services in the management of and accountability for daily end-to-end customer interaction, service level entitlement, logging and tracking calls, response and repair tracking, escalation management and reporting, spare parts, warranty and post warranty services.
Provides oversight of the time off needs of the Field Service Technicians in the area
Maintains thorough knowledge of all ImageTrac mechanical and electronic functions
Provides effective, timely and competent technical support assistance to customers
Arrives at customer sites within the contracted response times
Ensures proper management and control of all company assets (tools, documentation, software, intellectual property, etc.)
Strives to ensure the highest level of customer satisfaction is maintained at all times
Maintain a working knowledge of SoftTrac, Docnetics and all IBML proprietary software
Ensures that RMA parts are returned in a timely manner and according to current procedures for the assigned geographic area
Meets all scheduled deadlines
Properly tests all work performed to make sure it meets the quality expected of IBML
Be available for dispatches during and after normal business hours as dictated by current contracts
Analyze customer operational processes for possible opportunities for IBML software sales or services
Maintain a working knowledge of PCs that are associated with all generations of ibml equipment
Maintains an on call schedule for the assigned geographic area
Serve as an escalation point to technicians assigned to the assigned geographic area
Maintain working knowledge of Salesforce software
Other duties as required

Minimum Requirements:
Associates level degree in electronics and/or mechanical engineering or equivalent work experience.
Minimum 10 years of experience in field service

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Federal Contractor- Equal Opportunity Employer M/F/Disabled/Vets

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