Lead Technical Support Engineer (DC Region)

Job Summary

The Lead Technical Service Engineer – is a senior technical authority for Field Service Engineers (FSEs). Reporting to the CS Technical Manager, the role resolves complex and escalated issues that are beyond the expertise of Field Service Engineers (FSEs), performs and oversees preventive and corrective maintenance for GET NA internal and external customers, and builds the technical capability of the FSE team through training, coaching, service bulletins and knowledge base content. The Lead identifies recurring issues and drives structural improvements with Engineering and is accountable for the quality and delivery of service on escalated cases.

The candidate must be a U.S. Citizen. This is a requirement for this position.

All offers of employment are contingent upon one’s eligibility to obtain and maintain a government security clearance sponsored by GETNA.

Having an ACTIVE SECURITY CLEARANCE is a plus

Security Clearance is not required prior to applying; GETNA will begin the security clearance process once the right candidate is selected.

Unfamiliar with the Security Clearance process? No problem! Our Security Team will walk the selected candidate through the process.

Leadership Responsibilities:

• Serves as the first technical escalation point for Field Service Engineers and provides technical direction on complex cases.
• Participates in the hiring and technical onboarding of Field Service Engineers.
• Provides on-the-job coaching and ongoing training to Field Service Engineers to improve their knowledge of GET NA systems.
• Provides technical input to the CS Technical Manager for Field Service Engineer performance evaluations.
• Advises the CS Technical Manager on the technical skills, resources, tools and parts required for planned work (scheduling of Field Service Engineers remains with the CS Technical Manager).

Duties/Responsibilities – Preparation and Escalation:

• Diagnoses and resolves escalated malfunctions and complaints with customers and Field Service Engineers.
• Reviews drawings, specifications, complaint descriptions, system logs and background information to determine the technical approach.
• Determines the work approach and execution plan for escalated and complex assignments in consultation with the customer and the CS Technical Manager.
• Ensure the necessary tools, components, software and manuals are identified and prepared for complex assignments.

Duties/Responsibilities – Preventive and Corrective Maintenance:

• Performs and oversees periodic maintenance on systems at customer sites in accordance with maintenance schedules, work instructions and service bulletins.
• Leads root-cause analysis of complex malfunctions across hardware, software and process parameters, and resolves them.
• Adjusts, upgrades or replaces hardware and software as required, and leads equipment hardware and software conversions and upgrades.
• Optimize system uptime and yield by analyzing service logs and failure trends.
• Carries out or oversees repairs on components and systems returned by customers.
• Arranges service by hardware or software vendors to repair or replace defective products.
• Performs activities both domestically and internationally.

Duties/Responsibilities – Technical Leadership and Knowledge Transfer:

• Develops service bulletins, knowledge base articles and work instructions to support Field Service Engineers in troubleshooting and problem solving.
• Provides maintenance training to customer operators and technicians, based on approved training materials.
• Advises customers on the effective use of upgrades.
• Evaluates expanding or enhanced system operations and recommends hardware and software improvements and upgrades.
• Identifies and reports structural issues (e.g., recurring component failures or repeated recalibration) to the CS Technical Manager and Engineering.
• Collaborates with Engineering (hardware and software) to explain errors and recommend modifications to equipment.
• Identifies and feeds back commercial and technical improvement opportunities to customers to the internal organization.
• Maintains knowledge of technology innovations and trends relevant to GET NA systems.

Duties/Responsibilities – Administration and Reporting:

• Prepares service reports on escalated cases and discusses findings internally with Engineering
• Reviews Field Service Engineer service reports on escalated cases for technical quality and completeness.
• When applicable, prepares time reports and has them signed off by the customer; accounts for time and costs per assignment.
• Keeps installed-base and machine records up to date.
• Reports findings as input for structural product and process improvements.
• Performs other related duties as assigned.

Authorities and Accountabilities:

• Organizes the work approach, sequence of activities and required resources on site within the agreed timeline and budget.
• Makes technical decisions on escalated cases, including when to escalate further to Engineering or vendors.
• Represents GET NA with internal and external customers as a company ambassador.
• Accountable for customer relationship and satisfaction on escalated cases.
• Accountable for the quality, cost control and delivery of agreed service commitments on assigned work.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent technical documentation skills.
• Excellent interpersonal and customer service skills.
• Strong technical leadership, coaching and mentoring skills.
• Strong analytical, troubleshooting and problem-solving skills.
• Superior understanding of system hardware and software.
• Ability to interpret drawings, schematics, specifications and system logs.
• Excellent time management skills and the ability to prioritize tasks.
• Proficient with Microsoft Office Suite or related software.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Proficient with, or able to quickly learn, a wide range of system 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% travel for backup coverage nationally or for training requirements.

Academic Qualifications (Desired)

• 2-year associate’s degree in a Technical or Diagnostic field.
• 4-year Bachelor of Science degree in technical discipline (preferred).
• Technical military training can be substituted for academic training.

Please Note: Equivalent Professional experience is taken into consideration if Academic Qualifications are not available.

Professional Experience (Minimum)

• 2-4 years Mechatronics experience in a firsthand technical environment (5+ years preferred).
• Must have a familiarity with Electro-Mechanical devices and electro-mechanical equipment.
• A solid working knowledge of mechatronic equipment processes
• Must have excellent 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.
• Proficient with MS Office business products.
• Excellent communications skills.