Field Service Technician IV - Lead

Job Summary

The Field Service Technician IV Lead serves as escalation point to handle advanced technician assignments including testing and implementation of new products, as well as complex tasks and escalations. Under minimal supervision, will provide effective guidance and support for all high-level projects and assignments. Serves are the contact point for the supervisor to ensure smooth operations and effective collaboration for field assignments and supports and mentors lower level technicians. The Field Service Technician IV Lead will help deliver high quality control and will work on non-routine and complex assignments that are varied in nature. This position will also perform advanced troubleshooting at time of installation and on scheduled service calls.

Responsibilities

• This position will perform advanced troubleshooting at time of installation and on scheduled service calls.
• Provides guidance and assistance to technician level BBTIII and below.
• Ability to perform complex residential and commercial installation and service.
• Installs, tests, and services complex services that could include but not limited to: home security, fire alarms, commercial data, PON, commercial phone, static IP and PRI
• Installation and configuration of NexGen and other Bulk account networks.
• Collaborate with colleagues from all departments to improve efficiency, overall service delivery.
• Provides training updates and reports to the supervisor, identifying possible knowledge gaps
• Must be able to demonstrate positive leadership skills
• Must be flexible in taking on multiple and varied assignments
• Acts in a lead role to effectively manage company escalations and customer complaints.

Qualifications

• Internal Field Service Technician applicants must fully complete their field service career progression program to be deemed eligible
• High School Diploma or equivalent
• Appropriate valid driver’s license and driving record within Company standards
• In-depth knowledge of performance metrics
• Proficient with computer software specifically the Microsoft office software (Word, Excel, Outlook)
• Ability to analyze problems using advance tools and test equipment
• Excellent communication and leadership skills with the ability to speak in front of a group
• Demonstrated organizational and time-management skills
• Proven track record of effective decision-making skills
• Home security installation experience preferred
• Proven work experience as a team leader preferred
• Capable to work in all associate field conditions both indoor and outdoor.
• Work, including travel, outdoors in adverse weather conditions day or night
• An “Activity Analysis” of the physical demands required to perform this job’s essential functions with or without a reasonable accommodation will be provided upon request and with an offer of employment.  Must pass a physical assessment of those physical demands post offer/pre employment and if returning to work following a leave of absence,  conducted at the Company’s assessment vendor.