Field Service Technician Lead

About the Role

The Field Service Technician Lead plays a key role in delivering an exceptional customer experience by performing timely, accurate vendor-managed inventory counts and vending machine replenishments. This position requires strong mechanical aptitude, troubleshooting and repair skills for vending machines, and a customer-focused approach when interacting with clients and on-site personnel. The role involves maintaining a weekly schedule, supporting inventory needs, and leading additional responsibilities for the Field Service Technician team.

Responsibilities

• Accurately identify, count, verify, and update on-hand inventory in systems, spreadsheets, VMI shelving, and vending equipment.
• Replenish inventory to pick bins, VMI shelving, and vending machines.
• Accurately identify, count, match, and label deliveries against system purchase orders and packing slips; report discrepancies to a supervisor; move received product to appropriate storage bins.
• Communicate effectively with on-site management, technical personnel, end users, Arbill support staff, Sales Operations/Client Relations, and Arbill Management to provide timely updates, escalate concerns, and support customer satisfaction.
• Work independently, maintain a predetermined daily schedule, travel to assigned customer locations, and complete tasks efficiently, accurately, and safely.
• Use mechanical skills to troubleshoot, repair, and perform basic maintenance on vending machines and related equipment; identify issues, resolve problems when possible, and escalate when additional support is needed.
• Coordinate with the Field Service Technician (FST) group via a communication app.
• Assist with FST coverage, onboarding, and training of new associates.
• Utilize ERP & CRM systems (P21 and Dynamics), Microsoft Teams, and participate in weekly operational meetings.
• Handle site escalations and coordinate cycle counts for inventory and receiving shipments.
• Provide site ownership for Middletown, Elizabethtown, and Mount Joy, PA, with oversight for Harrisburg, PA, Hagerstown, MD, and Baltimore, MD (region based out of the Harrisburg area).

Requirements

• At least 3 years of experience in a warehouse, inventory, distribution, field service, vending, or related operations environment.
• Previous VMI and/or vending experience preferred.
• Experience working in a fast-paced, customer-facing environment is strongly preferred.
• High school diploma or GED equivalent required.
• Strong work ethic, accurate counting, and inventory verification skills.
• Ability to learn new systems, tasks, and procedures quickly.
• Effective verbal and written communication skills.
• Customer service orientation and respectful relationship-building with customers, peers, and management.
• Strong mechanical aptitude and ability to troubleshoot, repair, and perform basic maintenance on vending machines.
• Strong attendance, reliability, and ability to work independently while maintaining a daily schedule.

Skills

• Creative and innovative problem-solving.
• Detail-oriented and efficient.
• Enthusiastic and customer-focused.
• Safety-conscious and mechanically skilled.
• Dependable and collaborative.
• Honesty and integrity.

Qualifications

• Valid driver’s license required.
• Must have a reliable vehicle for frequent local travel to assigned customer locations.
• Ability to transport inventory or related materials as needed.
• Occasional schedule adjustments may be required based on customer needs or operational priorities.

Core Values

• Relentless Can-Do Attitude: A limitless mindset with bold thinking, courage, and perseverance to achieve collective goals.
• Commitment to Cultivating Meaningful Relationships: Building strong partnerships through mutual respect, active listening, and care for customers and colleagues.
• Drive to Continuously Innovate: A commitment to growth, curiosity, risk-taking, and pioneering new solutions to deliver groundbreaking results.