Field Service Technician - Site Lead

At Luminator Technology Group, we believe we are Better Together. We always put the Customer First, focus on achieving Results, strive to Be the Best, and foster a culture of Respect & Trust. We are on a mission to innovate and revolutionize global transportation technology. Luminator is a global leader spanning over eighty-five countries with 1,000 employees worldwide.

About the role

As a Field Service Site Lead, you'll play a critical role in ensuring our customers receive world-class service while leading a team of skilled technicians dedicated to excellence. This is more than a supervisory role—it's an opportunity to influence site performance, shape team culture, drive continuous improvement, and serve as a trusted partner to customers. You'll mentor and develop talent, improve service delivery processes, and contribute to the growth of a dynamic organization.

Responsibilities

• 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 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.
• Other duties as assigned.

Requirements

• High school diploma or equivalent required; Bachelor’s degree preferred.
• Minimum 2-5+ years of proven experience in a field services technician role.
• 2-5+ years of proven experience in a leadership or supervisory role managing a team of Field Services Technicians.
• Proven experience leading and mentoring a team of field service technicians.

Skills

• Proficiency with Microsoft Office applications (Outlook, Teams, Word, Excel, PowerPoint).
• Proficiency in using service management software and tools.
• CRM experience required; Salesforce highly preferred.
• Clean DMV record and valid driver’s license.
• OSHA training preferred.
• Ability to exercise discretion and independent judgment while overseeing field service work and ensuring successful completion of work orders related to troubleshooting systems.
• Ability to accurately read, analyze, interpret, and apply management and corporate direction using general business concepts and methodologies.
• Goal-oriented with the ability to prioritize consistently in an ever-changing environment.

Physical Demands

• Requires ability to walk, climb, stand, carry materials, stoop, kneel, and bend at the waist.
• Maximum unassisted lift is up to 50 lbs; average lift less than 20 lbs.
• The job is performed under variable working conditions, including interior temperature-regulated locations and exterior locations subject to inclement weather.
• Compliance with company attendance standards.
• The noise level in the work environment is usually moderate.

Pay

Hourly Rate: $39.00 - $45.00

Schedule

Monday–Friday, 2:00 PM – 8:00 PM