TSMG Holding ยท 3 months ago
Lead Field Technician
Palo Alto
Contract
Onsite
Lead/StaffTSMG is responsible for providing high-quality technical support and managing a team of technicians. The Lead Field Technician will oversee operations across onsite and remote locations, ensuring compliance with standards and fostering team development.
Customer ServiceData Collection and LabelingData VisualizationManagement ConsultingRecruiting
Responsibilities
Supervise an average of 13 technicians operating both onsite and in remote AMER locations
Ensure all technicians are fully trained, aware of their responsibilities, and equipped with the necessary tools and resources
Deliver or coordinate technical training sessions to maintain high troubleshooting and support standards
Review and approve hardware diagnostics, troubleshooting actions, and remote support cases
Oversee planning and approval of repair trips and remote support operations
Monitor compliance with operational procedures, attendance, and technical task execution across all technical hubs
Conduct regular performance reviews and implement performance improvement plans when required
Hold recurring 1:1 meetings with technicians to provide feedback, address challenges, and promote professional development
Foster a positive and productive work environment onsite while maintaining strong team morale
Approve technician scheduling, occupancy, and time-off requests to ensure uninterrupted support coverage
Act as the main point of contact for both the TFS Global Lead and the client regarding regional technical operations and escalations
Qualification
Required
Proven experience in supervising technical support teams across multiple locations or regions
Strong technical background with the ability to validate troubleshooting processes and maintenance procedures
Experience in team leadership, performance management, and coaching
Excellent communication and stakeholder coordination skills
Ability to maintain service continuity through effective scheduling and resource planning
Strong understanding of operational compliance, support workflows, and client-facing reporting
Ability to build a collaborative and professional work culture in onsite operational environments
Company
TSMG Holding
TSMG is your expert data collection partner with a presence across Europe and North America.
Founded in 2018
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase