Technology Field Service Lead - 10498

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Date: Jan 7, 2019

Location: Mesa, AZ, US, 85210

Company: Empire

Requisition #: 10498 

Shift : 1 

Start Time :  8:00 am 

End Time :  5:00 pm 

Schedule Days : Monday - Friday 

Position Status: Full Time (40 hrs week) 

Job Summary:

Lead, direct and motivate field technicians. Train technicians on technical support and troubleshooting techniques. Develop and execute technology installation training. Develop materials, tools and aids to support training initiatives with a focus on internal and external client needs. Research and solve technical problems. Work with Account Managers, PSSR’s and CSM’s to identify and implement the optimal solutions for clients. Schedule hardware installation and support services. Install, repair and perform updates of hardware as needed. Develop and maintain positive working relationships with co-workers, clients, and manufacturer personnel.

Essential Functions:

  1. Lead and motivate field technicians. Provide formal and informal feedback and complete timely performance assessments.
  2. Prioritize and assign work of field technicians for maximum efficiency and productivity.
  3. Manage P-Card expenses for self and all field technicians.
  4. Provide training and development to enhance technician productivity, safety and increase profitability.
  5. Assist with the selection of new field technicians and performance management of existing field staff.
  6. Manage service expenses to ensure budgets are met.
  7. Make decisions and recommend actions to solve product problems. Escalate issues to management level as appropriate.
  8. Create troubleshooting aids for technology products or systems.
  9. Research, analyze, and track frequency and severity of product problems. Assist in correcting product problems.  
  10. Provide client support for CAT and Trimble technology products and related systems.
  11. Perform installations and repair technology devices on construction and mining equipment as needed. Conduct software and hardware updates as necessary. 
  12. Perform basic to advanced trouble shooting for digital and analog electronic components, electrical wiring and related mechanical systems.
  13. Install technology systems and products, and assist less experienced technicians with installations as needed.
  14. Travel to outlying locations and client jobsites as needed. Occasional overnight travel required.  
  15. Work safely at all times and make safety the highest priority. Comply with all company and client policies, procedures and standards.

Additional Responsibilities:

  1. Assist service manager with the development of yearly service budget.
  2. Create and maintain positive working relationships with internal personnel and clients consistent with corporate values. 
  3. Learn and use Empire, Caterpillar, and Allied product procedures and systems.
  4. Maintain training aids, tools and equipment.
  5. Complete site specific training and pit driving, as it pertains to contracted site.
  6. Provide on-the-job training to technicians, sales and support staff, and clients as necessary.
  7. Maintain valid driver’s license and suitable driving record for the purposes of business travel.
  8. Develop relationships that inspire client trust and confidence in SITECH as a preferred technology solutions provider.
  9. Maintain open communications with manager and team members.
  10. Communicate with appropriate individuals to clarify instructions, solve technical related issues, and discuss scope and progress of jobs.
  11. Work within and promote corporate values.

Knowledge Skills and Abilities:

  1. Strong computer and phones skills to include e-mail, Microsoft Office, networking, software installation, registry editing, hardware specification analysis, Internet, fleet management software, work order applications, etc.
  2. Strong verbal and written communications skills to effectively convey information in a clear and concise manner.
  3. Strong team building skills including ability to lead, train, cooperate and contribute as part of a team.
  4. In depth knowledge of analog and digital sensors and their application and utilization to augment GPS data.
  5. Ability to read electrical system diagrams for the purposes of performing installations and repairs.
  6. Strong grasp of electrical circuit theory and ability to read electrical schematics.
  7. Ability to utilize a laptop computer and appropriate systems and applications to manage work orders, email, order parts, perform software updates, and locate installation and repair data. 
  8. Ability to travel out of town for days at a time, and adjust schedule to work evenings or weekends when necessary.
  9. Ability to achieve MSHA certification.
  10. Ability to use a multi-meter and test for voltage, current, and continuity.
  11. Basic understanding of common automotive systems and equipment.  
  12. Advanced knowledge and understanding of GPS and telematics devices.
  13. Advanced mechanical skills and knowledge, advanced fabrication practices and be ability to use hand tools, and portable power tools.  
  14. Ability to work independently with limited supervision on a daily basis.
  15. Must be able to meet all safety requirements for applicable safety policies and use of all required safety equipment.
  16. Must have acceptable attendance to meet all company standards and requirements.

Education and Experience:

  1. Proof of high school diploma or General Education Degree (GED).
  2. Associate’s degree in business or electrical field or equivalent technical experience.
  3. Proof of current valid driver’s license.
  4. Must be able to communicate (speak, read, comprehend, write) in English.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. While performing the duties of this job, the employee is regularly required to use hands, talk and hear.
  2. The employee frequently is required to sit, stand, walk, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl.
  3. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
  4. The employee is required to drive regularly.
  5. Specific vision abilities required by this job include close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. While performing the duties of this job, the employee is regularly exposed to risk of electrical shock.
  2. The employee is frequently exposed to moving mechanical parts, high, precarious places, and outside weather conditions.
  3. The employee is occasionally exposed to wet and/or humid conditions, extreme cold, and extreme heat.
  4. The noise level in the work environment is usually loud.
  5. Machinery and tool operation requires the use of safety equipment to include but not limited to: eye safety glasses, hearing protectors, harnesses/fall protection.


Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  The roles and objectives of this job do not include setting corporate policy, and does not constitute a managing agent of the company.



Empire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 480-633-5440 and let us know the nature of your request and your contact information.


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