In agreement with our mission at Level 10 in creating authentic, engaging and long-term relationships, we would like to extend any candidate the opportunity to apply and engage in an a conversation around opportunities within our organization. If you are interested in speaking with us and applying for this department, please submit your application and resume. We will be in touch!
Purpose: The Field Technician Support department plays a critical role in supporting field operations, optimizing efficiency, and ensuring that customers receive prompt and high-quality service from field technicians.
Scope: The Field Technician Support department oversees and ensures field technicians can perform their jobs effectively and efficiently. Some essential responsibilities include effective coordination, technical expertise and customer-focused approach.
Our Field Technician Support department is made up of the following roles: Service Delivery Manager, Lead Field Technician Support Analyst, Field Technician Support Analysts
Responsibilities:
Technical Support: Provides assistance to field technicians who encounter technical issues while performing their duties. This can include troubleshooting equipment problems, diagnosing technical issues, and offering solutions remotely or dispatching additional resources when needed.
Logistics and Coordination: Manages the logistics of field operations, including scheduling appointments, dispatching technicians to service locations, and coordinating with customers to ensure timely service delivery.
Inventory Management: Oversees the inventory of equipment, tools, and parts that field technicians require. This involves tracking stock levels, replenishing supplies, and ensuring that technicians have access to necessary resources.
Training and Development: Provides ongoing training and development opportunities for field technicians to enhance their skills and knowledge. This may include technical training on new products, safety protocols, and customer service skills.
Quality Assurance: Monitors the quality of service provided by field technicians, conducts audits or inspections of completed work, and implements corrective actions as needed to maintain high standards of service delivery.
Customer Communication: Acts as a liaison between customers and field technicians, providing updates on service appointments, resolving customer complaints or inquiries, and ensuring overall customer satisfaction.
Performance Monitoring and Reporting: Tracks key performance metrics of field technicians, such as response times, job completion rates, and customer feedback. This data is used to assess performance, identify areas for improvement, and optimize workflows.