Field Service Site Lead - WMATA - Luminator Technology Group

Luminator Technology Group is a global leader in technology solutions that increase intelligence, safety, and efficiency for public transit operations. Delivering a universal portfolio of hardware and software solutions through well-known and well-established regional organizations, Luminator is a global company with a small-enterprise approach and commitment to customer success, serving customers in more than 85 countries, and employing nearly 1,000 people worldwide.

Luminator is a leading innovator in the design and manufacturing of communications and lighting products for more than 90 years in transit, rail, and aerospace industries. Luminator is seeking to fill our full-time Field Service Site Lead role to join our growing and dynamic Field Service team where you will be an integral part of the team by providing valuable input as we work toward assessing and implementing goals and mission of the department and Luminator.

The Field Service Site Lead will play a pivotal part in ensuring the seamless operation of our field service activities, contributing to the success of our organization. As a Field Service Site Lead, you will be at the forefront of our operations, overseeing a dedicated team of technicians, and taking responsibility for critical on-site tasks, while maintaining the highest level of service for our customers. Your leadership and technical expertise will be instrumental in delivering top-notch service, driving efficiency, and maintaining the highest standards of safety. If you're ready to lead by example and make a significant impact in the field service industry, this position is the perfect fit for your skills and ambitions. Join us and be a key player in our mission to provide outstanding service to our customers while advancing your career in the field service sector.

Why Work at Luminator?

Luminator fosters a collaborative work environment that encourages creativity, personal growth, and professional development. We offer a competitive total compensation package, including annual incentives. We offer a generous PTO plan, plus 10 paid company holidays, and 2 floating holidays. Luminator offers a wide range of benefits, including healthcare, dental, vision, and 401k options. With a commitment to excellence, our company offers the opportunity to make a meaningful impact in a vibrant and supportive workplace, ensuring your career flourishes as our organization grows.

ESSENTIAL FUNCTIONS:

The successful candidate will have the ability to challenge the organization effectively, resolve problems, and willing to provide a hands-on approach in finding solutions. To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations are available to qualified individuals with disabilities in performing the essential functions.

• 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 that 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.

QUALIFICATIONS:

• HS diploma or equivalent required. Associate’s or Bachelor’s degree preferred.
• 3 years of prior field service experience in supporting technical or engineering services required, or Military experience in electronics programs may be considered equivalent to this typical qualification.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
• Ability to exercise discretion and independent judgment while overseeing the field service work and their successful completion of work orders as they relate to troubleshooting down or underperforming systems.
• Ability to adjust to changing priorities, and at times work under pressure.
• Ability to accurately read, interpret, and apply management and corporate direction using general concepts and methodologies.
• Demonstrated knowledge of service contracts.
• Demonstrated ability to show and or train a co-worker on a technical problem or issue.
• Clean DMV record and valid Driver License.
• OSHA training preferred.
• Exceptional organization and time management skills.
• Proficiency with Microsoft Office applications preferred.
• Proficiency with service management software and tools.

ADDITIONAL PRIORITIES: 

• Ability to communicate, both orally and in writing, complex technical issues in a clear, concise matter, to individuals with little or no technical background.
• Ability to take initiative by identifying problems, conceptualizing resolutions, and implementing change along with having attention to detail skills.
• Ability to maintain electronic equipment.
• Ability to review technical documents to plan work.
• Ability to confer with other personnel to resolve operational issues.
• Ability to prioritize and manage projects to ensure all deadlines are met is essential.
• Ability to work independently and meet deadlines in a fast-paced team environment.
• Ability to work efficiently and accurately with details and fluctuating work volumes.

Luminator Technology Group intends to provide a safe and drug-free work environment for our customers and our employees. As a condition of employment Luminator Technology Group will require a negative drug screen during the pre-employment process due to working on or with federal contracts.

It is the policy of Luminator to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Luminator prohibits any such discrimination or harassment.

The above described responsibilities and requirements are a general guide for the role you are applying for and are not all inclusive of the job requirements.

Luminator Technology Group does not accept staffing agency candidates for our postings.

All positions posted are required to be in office unless otherwise posted.

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