Field Service Technician Site Lead

We’re searching for a Field Service Site Lead to join our Chicago team and play a key role in driving our vision forward.  The Field Service Site Lead is responsible for overseeing and managing all field service operations at a specific site or location. This role includes coordinating and leading a team of field service technicians to deliver top-notch support to our customers.

What You’ll Do:

• Site Leadership: Lead and manage the field service team at the designated site, including technicians and support staff. Foster a positive and collaborative work environment, promoting teamwork and a customer-centric culture. Set clear expectations for performance and conduct regular performance evaluations.
• Field Service Operations: Coordinate and schedule field service visits to meet customer requirements and service level agreements. Oversee the resolution of complex technical issues, ensuring timely and effective problem-solving. Ensure that all field service activities are carried out efficiently and according to company standards.
• Technician Scheduling: Optimize technician routes and allocate resources efficiently. Communicate work schedules and assignments to field technicians.
• Customer Relationship Management: Build and maintain strong relationships with key customers at the site. Serve as the primary point of contact for escalated customer issues and concerns. Collaborate with the sales team to identify additional service opportunities and customer needs.
• Quality Assurance: Implement and enforce quality assurance procedures to maintain consistent and high-quality service delivery. Conduct regular inspections and audits of field service work to ensure compliance with company standards. Drive continuous improvement efforts to enhance service efficiency and effectiveness.
• Inventory Management: Manage and oversee the inventory of spare parts and equipment required for field service operations. Coordinate replenishment and procurement of necessary supplies to ensure uninterrupted service.
• Reporting and Documentation: Maintain accurate records of field service activities, including service reports, customer feedback, and equipment status. Generate regular reports on service performance and key performance indicators (KPIs) for site management.
• Ability to exercise discretion and independent judgment while overseeing the field service work and their successful completion of work orders as they relate to troubleshooting down or underperforming systems.
• Ability to accurately read, analyze, interpret, and apply management and corporate direction using general business concepts and methodologies.
• Goal-oriented and possesses the ability to prioritize on a consistent basis in an ever-changing environment. Excellent analytical, negotiation, organization and presentation skills. Strong interpersonal and communication skills; experience in effectively communicating key data, including presentations to senior management, Board members, Committee members or other outside partners.
• Other duties as assigned.

Experience: 

• Minimum 1 year of proven experience in field service.
• Experience in a leadership or supervisory role highly desired.  
• Experience in a manufacturing environment preferred.

Education: 

• High school diploma or equivalent required.
• Bachelor’s degree preferred, but not required.

Computer Skills:  Proficiency with Microsoft Office applications is required, including but not limited to Outlook, Teams, Word, Excel, and PowerPoint. Proficiency in using service management software and tools.

Other Requirements:

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Luminator is an equal opportunity employer and prohibits discrimination or harassment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. The responsibilities and requirements listed are intended as a general guide and are not an all-inclusive description of the role.