Field Service Team Lead (USA)

Responsibilities

• Lead, coach, and mentor a team of Field Service Engineers to drive performance and engagement
• Set expectations for professionalism, technical excellence, safety, and customer interaction
• Conduct regular one-on-ones, performance reviews, field audits, and competency assessments
• Support onboarding, structured training, and ongoing upskilling
• Foster a culture of accountability, collaboration, and continuous improvement
• Plan, schedule, and coordinate FSE resources across projects, installations, demos, training, and service activities
• Collaborate with Project Managers and Customer Delivery teams on resource planning
• Maintain a forward-looking master FSE schedule and provide regular updates
• Review and approve pre-deployment readiness, field kits, and equipment allocation
• Ensure all travel, logistics, and safety requirements are met for deployments
• Monitor and improve key service metrics: First-Time Fix Rate (FTFR), Mean Time to Repair (MTTR), Technician utilisation, Response and resolution times
• Identify bottlenecks and implement process improvements
• Ensure adherence to service standards, procedures, and best practices
• Act as the primary escalation point for complex field technical issues
• Oversee completion and quality of Field Service Reports (FSRs)
• Ensure field insights are captured and fed back to Engineering and Tech Ops
• Support product improvement through structured technical feedback
• Represent DroneShield professionally on-site with a strong safety and customer focus
• Work with Customer Success to ensure effective post-deployment support
• Provide clear customer feedback and performance summaries to stakeholders

Requirements

• Bachelor's degree in Engineering, Computer Science, or a related field
• Minimum 5 years of experience in field service engineering or similar roles
• Proven track record of managing and mentoring teams
• Strong technical skills and knowledge of counter-drone technologies
• Experience with project management and resource planning
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Passion for safety and customer satisfaction

Qualifications

• Current certification in relevant safety standards (e.g., OSHA, DOT)
• Willingness to travel domestically and internationally as needed
• Experience with export control regulations

Skills

• Field Service Engineering
• Project Management
• Team Leadership
• Technical Troubleshooting
• Customer Interaction
• Safety Compliance

Benefits

• Competitive salary package
• Health and wellness programs
• Flexible work arrangements
• Professional development opportunities
• Employee recognition and rewards program

Pay

• $XX per hour or $XXXX per month, depending on experience and qualifications

Schedule

• Full-time position
• Standard business hours