Team Lead, Field Service

Job Summary/Overview

Reporting to the Senior Manager of Field Services, this role is responsible for coordinating and leading field service activities while delivering exceptional customer experiences. Acting as a liaison between Sales, Service teams, and customers, the position involves scheduling, overseeing field technicians, preparing quotes, managing invoicing, and ensuring seamless communication throughout the service process. The ideal candidate will be a highly organized, personable, and detail-oriented professional with a strong background in customer support, technical knowledge, and leadership skills.

Essential Duties and Responsibilities

• Oversee and support Field Service Technicians, both in-shop and on-site, ensuring efficiency, safety, and adherence to company standards.
• Coordinate scheduling, assign technicians, and maintain communication for order verification and progress tracking.
• Provide exceptional customer service by promptly addressing questions, offering solutions, and fostering strong relationships with stakeholders.
• Manage and update quotes, purchase orders, time records, work orders, and invoices.
• Monitor employee performance and provide regular progress reports to enhance satisfaction, safety, and efficiency.
• Train and mentor team members on safety protocols, work processes, and company procedures.
• Support the Sales Team with expo coordination and setup.
• Facilitate the proper gathering, assembly, and delivery of service parts.
• Perform other duties as assigned to ensure operational success.
   

Knowledge, Skills, Competencies, and Abilities

• Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and CRM platforms like Salesforce.
• Experience with AutoCAD and SolidWorks is a plus.
• Strong analytical and organizational skills with acute attention to detail.
• Ability to build and maintain strong relationships with customers, employees, and cross-functional teams.
• Exceptional written and verbal communication skills.
• Demonstrated expertise in mechanical, electrical wiring, and motor systems.
• Capacity to manage multiple projects, prioritize tasks, and solve ambiguous problems effectively.
• A team-oriented mindset with a passion for continuous improvement and customer satisfaction.
   

Required Qualifications

• High School Diploma or equivalent.
• 3+ years of experience in a manufacturing environment or related field.
• 2+ years in a customer support or field services role is preferred.