Field Technician Lead

Innovative Office Systems; North Little Rock (AR); On-site; USD 68,604,000 - 78,799,000; Full time

Job summary

Lineage in Little Rock, AR seeks a Field Technician Lead to serve as a technical expert, customer advocate, and day-to-day team leader. Youll be the go-to resource for complex equipment and escalated concerns while guiding a local service group.

You will mentor technicians, drive service quality, and partner with the Regional Manager to keep the territory running smoothly and safely. This role demands strong communication and a passion for excellence.

Qualifications

• 5+ years of hands-on field service experience with advanced or top-tier systems.
• Advanced diagnostic and troubleshooting skills.
• Strong knowledge of mailing/document solutions and/or MFDs.
• Experience supporting training, coaching, or process improvement.
• Strong leadership presence and customer service.
• Technical certification or associate degree preferred.
• Reliable transportation.
• Valid Real ID driver's license and clean driving record.
• Ability to lift up to 75 lbs.
• Background check clearance.

Responsibilities

• Be the primary technician for major accounts and complex issues.
• Troubleshoot, repair, install, and perform preventive maintenance on equipment.
• Provide advanced phone-based technical support.
• Mentor fellow technicians and lead local service team.
• Coordinate inbound/outbound shipments and inventory.
• Travel locally to customer sites; occasional out-of-state training.

Skills

Field service

Advanced diagnostics

Customer service

Coaching/mentoring

Team leadership

Education

Technical certification or associate degree

Tools

Mailing solutions

Multifunctional devices (MFDs)

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Field Technician Lead

Full Time Hourly Technical North Little Rock, AR, US

5 days ago Requisition ID: 1017

$24.00 To $27.50 Hourly

OUR CULTURE

We move to the beat of a different drum. Our core values aren’t just words on a piece of paper but something we strive to live out every day. We make a difference in the lives of our employees, their families, and our communities. We accomplish this by using our time, talents and resources. Each of our locations support local charities and we offer the opportunity to participate in international mission trips.

We are committed to our culture. We rally behind our core values, and we deliver a positive experience to our customers. We celebrate our employees’ success and encourage our team members to bring their insights and recommendations to the table. Are you ready to discover your true potential? Are you ready to join the Lineage family?

Lead the Team. Solve the Tough Problems. Be the Expert.

Are you an experienced field technician who is ready to take the next step in your career? Lineage is looking for a Field Technician Lead in Little Rock to serve as a technical expert, customer advocate, and day-to-day leader for our local service team.

This is more than a technician role. You’ll be the go‑to expert for complex equipment and technical challenges, work directly with key customers, mentor fellow technicians, and partner with the Regional Service Manager to keep the territory running at its best.

If you enjoy solving difficult technical problems, helping others succeed, and being trusted to make things happen, this could be the opportunity you've been looking for.

What You'll Do

Be the Technical Expert

• Serve as the primary technician for major accounts, complex technical issues, and escalated customer concerns.
• Troubleshoot, repair, install, and perform preventive maintenance on advanced document handling and mailing systems.
• Provide advanced phone-based technical support to customers and field technicians.
• Develop creative technical solutions for challenging customer and equipment issues.
• Maintain accurate service records and complete service documentation promptly.
• Stay current through ongoing technical training on products, systems, and technologies.
• Follow all USPS regulations, company policies, and safety procedures.
• Serve as the primary local technical resource for customer escalations requiring on-site leadership.
• Lead the resolution of complex or recurring technical problems while keeping customers informed.
• Provide day-to-day technical guidance, coaching, and mentoring to field technicians.
• Help less-experienced technicians develop their skills and follow company best practices.
• Monitor technician productivity and time utilization and communicate trends and opportunities to the Regional Service Manager.
• Participate in technician meetings, training sessions, product feedback initiatives, and process‑improvement efforts.

Keep Local Operations Running Smoothly

• Coordinate inbound shipments and outbound RMA shipments for the local office.
• Maintain accurate warehouse and technician vehicle inventory through regular audits.
• Help manage and distribute parts, supplies, and equipment to field technicians.
• Coordinate local office meetings, training sessions, and other activities.
• Assist the Regional Service Manager with service projects, reporting, account reviews, and operational initiatives.
• Identify opportunities to improve service efficiency, productivity, inventory management, and overall territory performance.
• Provide feedback on products, processes, and recurring technical issues.

Deliver an Exceptional Customer Experience

• Build strong relationships with customers and understand their technical needs.
• Communicate clearly and professionally throughout the service process.
• Take ownership of customer escalations and ensure appropriate follow‑up.
• Represent Lineage with professionalism, accountability, teamwork, and a customer‑first mindset.

What We're Looking For

We're looking for an experienced technician who combines strong technical expertise with leadership ability and exceptional customer service skills.

Required/Preferred Qualifications:

• 5+ years of hands‑on field service experience with advanced or top‑tier systems.
• Advanced diagnostic and troubleshooting skills.
• Strong knowledge of mailing/document solutions and/or multifunctional devices (MFDs).
• Experience supporting training, coaching, or process improvement.
• Strong leadership presence and a proven reputation for excellent customer service.
• Technical certification or associate degree preferred.
• Reliable transportation.
• Valid Real ID driver's license and good driving record.
• Ability to lift up to 75 lbs.
• Ability to successfully pass a background check.

What Success Looks Like

In this role, you'll be successful when you're the person your customers and teammates trust when the problem is complicated.

You'll help keep critical equipment operating, develop technicians around you, resolve escalated customer concerns, and identify ways to make the entire territory more efficient. You won't have formal supervisory responsibility, but you'll have a meaningful opportunity to lead through knowledge, experience, accountability, and example.

Work Environment & Physical Requirements

This position is primarily performed in the field at customer locations, with some time spent in the local office.

The role involves working with computers, phones, multifunctional devices, mail machines, folder inserters, printers, sorters, and other specialized equipment.

You should be comfortable with an active work environment that may require:

• Being on your feet approximately 5–7 hours per day.
• Lifting equipment, parts, and supplies weighing up to 75 lbs.
• Bending, standing, reaching, filing, and working with tools.
• Speaking and hearing effectively with customers and team members.

Travel

Local travel to customer sites is required. Occasional out-of-state travel for training may be required, typically lasting 3–5 days.

Our Culture

At Lineage, we believe great service starts with great people. We strive to create an environment where employees can grow their skills, support one another, and take pride in the work they do.

Our core values guide how we work every day:

Integrity | Growth | Family Culture | Pursuit of Excellence | Compassion

Ready to Take the Lead?

If you're an experienced field technician who is ready to become the technical expert and go‑to resource for a local service team, we'd love to hear from you.

BENEFITS:

Lineage Offers full time employees with the following benefit options:

• Company paid Long Term Disability and Basic Life Insurance
• Voluntary Additional Life Insurance/AD&D, Short Term Disability, Accident Insurance, Critical Illness Insurance, and Hospital Insurance
• $1000 Health Payment Account
• 401k and Roth 401k with discretionary employer contributions
• Paid Time Off starting at 12 days, and accruals start upon hire
• Paid Holidays
• Annual Company Bonus Programs
• First Time Homebuyers Program gifting $10k towards the purchase of your first home
• Area Caring Teams designed to meet the needs of our employees, whether it be emotionally, financially, or spiritually.

Lineage is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.