Field Technician Support

Level 10, LLC; Hoffman Estates (IL); On-site; USD 45,000 - 65,000; Full time

Job summary

An innovative tech service company is looking for a Field Technician Support to manage technical assistance for field operations. Key duties include troubleshooting, logistics coordination, and overseeing equipment inventory. Ideal candidates will possess skills in technical support and customer service, with opportunities for training and development in a full-time position based in Hoffman Estates, IL.

Qualifications

• Technical support experience, including troubleshooting and equipment diagnosis.
• Logistics management capabilities for coordinating field operations.
• Inventory management skills to oversee equipment and tools.

Responsibilities

• Provide technical support to field technicians and troubleshoot issues.
• Manage logistics and coordinate appointments for service delivery.
• Oversee inventory levels and ensure technicians are well-equipped.
• Deliver ongoing training to enhance technicians' skills.
• Monitor service quality and implement corrective actions for improvements.
• Liaise between customers and technicians to ensure satisfaction.
• Track performance metrics and optimize workflows.

Job description

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Description

In agreement with our mission at Level 10 in creating authentic, engaging and long‑term relationships, we would like to extend the opportunity for any candidate to apply and engage in 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. Essential responsibilities include effective coordination, technical expertise, and a customer‑focused approach.

Department Roles

• Service Delivery Manager
• Lead Field Technician Support Analyst
• Field Technician Support Analyst

Responsibilities

• Technical Support: Provide assistance to field technicians who encounter technical issues while performing their duties, including troubleshooting equipment problems, diagnosing technical issues, and offering solutions remotely or dispatching additional resources when needed.
• Logistics and Coordination: Manage the logistics of field operations, including scheduling appointments, dispatching technicians to service locations, and coordinating with customers to ensure timely service delivery.
• Inventory Management: Oversee the inventory of equipment, tools, and parts that field technicians require, track stock levels, replenish supplies, and ensure that technicians have access to necessary resources.
• Training and Development: Provide ongoing training and development opportunities for field technicians to enhance their skills and knowledge, including technical training on new products, safety protocols, and customer service skills.
• Quality Assurance: Monitor the quality of service provided by field technicians, conduct audits or inspections of completed work, and implement corrective actions as needed to maintain high standards of service delivery.
• Customer Communication: Act 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: Track key performance metrics of field technicians, such as response times, job completion rates, and customer feedback, to assess performance, identify areas for improvement, and optimize workflows.

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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