Internal Posting Only- Lead Technical Support Engineer

GET Group North America; Waltham (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

GET Group North America invites a Lead Technical Support Engineer to deliver high-level technical expertise to Field Service Engineers and the Technical Service Manager. You will diagnose complex hardware/software issues, coordinate service projects, and contribute to product improvements.

This role requires strong communication, leadership, and problem-solving skills, plus the ability to read schematics, train engineers, and work with vendors. Travel up to 50% domestic is expected.

Qualifications

• 4-year experience in a Mechatronics support role.
• 2-4 years Electro-Mechanical experience in a hands-on environment.
• Familiarity with Electro-Mechanical devices and automation equipment.
• Excellent verbal and written communication.
• Excellent interpersonal and customer service skills.
• Strong supervisory and leadership skills.
• Strong analytical and problem-solving skills.
• Superior understanding of equipment hardware and software systems.
• Excellent time management.

Responsibilities

• Provide high-level technical support for hardware and software problems beyond Field Service Engineers’ expertise.
• Coordinate and assign work projects for new equipment hardware or software.
• Evaluate equipment operations and recommend hardware/software upgrades.
• Provide ongoing training to Field Service Engineers to improve knowledge.
• Develop Service bulletins and Knowledge Base articles to aid problem-solving.
• Collaborate with programmers to explain errors and suggest modifications.
• Arrange services with vendors to repair or replace defective products.
• Develop and communicate department projects and goals.
• Maintain knowledge of technology innovations and trends.

Skills

Communication skills

Leadership

Problem-solving

Time management

Explain technical issues

Willingness to learn

Microsoft Office

Education

CompTIA A+ certification

Associate’s degree in Technical/Diagnostic field

Bachelor of Science in technical discipline

Military training

Tools

Windows 10/11

Windows Server

Job description

The Lead Technical Support Engineer will assist the Technical Service Manager and Field Service Engineers by providing higher-level technical expertise in circumstances that are beyond the knowledge of the Field Service Engineers.

Key Responsibilities

• Provides technical support—identifying, investigating, and resolving users’ problems with equipment software and hardware—for problems that are beyond the expertise of Field Service Engineers.
• Coordinates and assigns work projects such as converting new equipment hardware or software.
• Evaluates expanding or enhanced equipment operations; makes recommendations for improvement and upgrades to hardware and software to manage workload and system requirements.
• Provides on-going training to Field Service Engineers to improve their knowledge of the equipment.

• Applies knowledge of equipment software, hardware, and procedures to solve problems.
• Develop Service bulletins and Knowledge Base articles to assist Service Engineers in problem solving and troubleshooting.
• Collaborate with other employees to research and resolve problems.
• Develop and Deliver “Lunch and Learn” seminars to assist in the advancement of Service Engineers knowledge
• Collaborates with programmers to explain errors and/or recommend modifications to equipment.
• Arrange services by software or hardware vendors to repair or replace defective products.
• Develops and communicates department projects and goals.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong supervisory and leadership skills.
• Strong analytical and problem-solving skills.
• Superior understanding of equipment hardware and software systems.
• Excellent time management skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Proficient with Microsoft Office Suite or related software.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Proficient with or the ability to quickly learn an array of equipment hardware and software.

Job Requirements (Minimum)

• Proof of U.S. citizenship required.
• Candidate must be able to obtain and maintain a U.S. Department of State Security Clearance prior to starting work.
• Up to 50% US domestic travel for backup coverage or for training requirements.

Professional Experience (Minimum)

• 4-year experience in a Mechatronics support role.
• 2-4 years Electro-Mechanical experience in a firsthand technical environment.
• Must have a familiarity with Electro-Mechanical devices and automation equipment.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong supervisory and leadership skills.
• Strong analytical and problem-solving skills.
• Superior understanding of equipment hardware and software systems.
• Excellent time management skills.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Proficient in or the ability to quickly learn an array of equipment, hardware and software
• Ability to prioritize tasks and to delegate them when
• Must have good troubleshooting skills.
• Must have the ability to read and understand schematic diagrams and be competent in disassembling and reassembling complex mechanical devices.
• Capable of working independently and effectively in a Team concept without direct supervision.
• Basic ability to navigate and use Windows 10/11 or Windows Server,
• Knowledge of use MS Office business suite of products.
• Excellent communications skills.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift and carry up to 50 pounds.
• Ability to frequently bend, reach, and use hands.
• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Requires the ability to distinguish and identify colors used in job-related tasks
• Requires the ability to clearly view and inspect fine details and very small measurements using a magnifying loupe

Academic Qualifications (Desired)

• CompTIA A+ certification or other relevant Technical Certifications.
• 2-year associate’s degree in a Technical or Diagnostic field with 5 years experience
• 4-year Bachelor of Science degree in technical discipline.
• Military training can be used to augment academics