Field Service Lead

Essential Responsibilities

• Organizational Leadership & Oversight
• Provide comprehensive leadership and oversight of all Field Service Technicians and Field Service Engineers.
• Establish execution standards, technical expectations, and professional conduct benchmarks across the field service organization.
• Ensure consistent implementation of installation, troubleshooting, maintenance, and recovery processes across all deployments.
• Serve as the senior decision authority for field service prioritization, deployment planning, and technical escalation pathways.
• Evaluate field service performance, identify capability gaps, and implement structured improvement initiatives.
• Foster a culture of accountability, technical excellence, and continuous improvement within the field service organization.
• Field Engineering & Execution Authority
• Lead and perform advanced on-site installation, configuration, maintenance, verification, repair, recovery, and system validation activities across all company product offerings.
• Perform and oversee server rack population, equipment mounting, structured cabling, labeling, integration, and physical system assembly activities when required to support mission-critical objectives.
• Serve as the final technical escalation authority for unresolved field issues spanning multiple subsystems, product lines, or domains.
• Make authoritative engineering change decisions for field-deployed systems in coordination with engineering and product stakeholders.
• Ensure field execution activities remain aligned with system design intent, technical baselines, and approved engineering documentation.
• Lead high-risk, high-visibility, or mission-critical field deployments.
• Technical Governance & Standards
• Establish, refine, and govern field service engineering methodologies and execution procedures.
• Approve and standardize installation practices, troubleshooting methodologies, documentation requirements, and validation protocols.
• Ensure field-developed solutions are technically sound, safe, repeatable, and scalable across the organization.
• Translate field-derived technical insights into actionable recommendations that influence product design, system architecture, and engineering standards.
• Provide final approval authority for new or revised field service procedures prior to organization-wide adoption.
• Diagnosis, Risk & System-Level Resolution
• Lead advanced root cause analysis efforts for persistent, systemic, or high-impact technical failures.
• Resolve novel, complex, and multi-domain system issues with limited precedent.
• Absess technical risk in dynamic field environments and make informed engineering decisions under operational constraints.
• Direct long-term corrective actions that improve reliability, maintainability, and system performance.
• Ensure verification, validation, and operational testing confirm long-term effectiveness of corrective actions.
• Documentation & Reporting
• Ensure field service documentation, configuration records, and technical baselines accurately reflect approved engineering changes and field conditions.
• Oversee quality and technical accuracy of reports produced by Field Service Engineers and Technicians.
• Produce executive-level summaries of field performance, systemic issues, and technical trends when required.
• Maintain governance over documentation standards and reporting expectations across the field service organization.
• Training, Mentorship & Organizational Development
• Lead the professional development of Field Service Engineers and Field Service Technicians.
• Define career progression standards across FST 1–3 and FSE 1–3 roles.
• Provide senior-level mentorship, technical coaching, and leadership development.
• Ensure training programs align with evolving product capabilities and deployment demands.
• Evaluate readiness of personnel for progression into higher responsibility roles.
• Serve as a visible role model for technical rigor, safety discipline, and customer engagement excellence.

Minimum Requirements

• Ability to follow established procedures, identify deviations, and escalate issues appropriately.
• Ability to read, understand, and apply technical manuals, engineering drawings, wiring diagrams, and system documentation.
• Ability to safely use hand tools, diagnostic equipment, and company-provided systems in accordance with established procedures.
• Strong team player with the ability to establish solid working relationships with technical staff, leadership, customers, and host nation end users.
• Effective verbal communication skills for coordination with field service personnel, engineering teams, project leadership, and executive stakeholders.
• Strong organizational skills and ability to manage concurrent field deployments in dynamic environments.
• Must be able to lift up to 50 pounds.
• Must maintain being a certified authorized climber/rescuer.
• Must be comfortable working at height for extended periods in outdoor environments including hot, cold, wind, and precipitation.
• Must become First Aid/CPR/AED Certified.
• Ability to obtain and maintain a valid U.S. passport for domestic and international travel.
• Must be eligible to obtain and maintain a U.S. Department of Defense (DoD) Secret security clearance.
• Demonstrated mastery of all company security and surveillance system offerings, including cameras, radar systems, networking equipment, power systems, and supporting IT infrastructure.
• Ability to independently lead complex, multi-system troubleshooting and resolution efforts without oversight.
• Ability to serve as the senior technical and operational authority for field-deployed systems.
• Ability to assess technical risk, operational impact, and resource allocation across multiple deployments.
• Ability to author, review, approve, and govern technical procedures and field engineering standards.
• Strong understanding of system-level interactions, cross-domain dependencies, and integration architecture.
• Demonstrated ability to sustain high-quality technical outcomes across multiple complex deployments.
• Demonstrated leadership capability managing multi-level technical teams in field environments.

Preferred Qualifications

• Bachelor’s degree in engineering or a related STEM discipline.
• Extensive experience with C4ISR systems, hardware fabrication, vehicle/platform integration, and test & evaluation.
• Experience influencing product design or engineering standards based on field-derived insights.
• Prior experience leading distributed technical teams supporting CONUS and OCONUS operations.

Work Experience / Education

• Typically requires demonstrated sustained success performing advanced Field Service Engineer 3-level responsibilities across company product offerings.
• Requires progressive leadership experience overseeing technical field service personnel.
• Equivalent experience may include extensive field service engineering experience supported by technical certifications and documented leadership performance.