AREA SYSTEMS TECH LEAD

Summary: The AST Lead Technician is responsible for independently managing and developing technicians within their assigned territory. This role includes providing technical guidance and training to ensure the successful deployment of major projects. Additionally, the AST Lead Technician will support service shop operations by addressing day-to-day technical needs and assisting with project execution.

Essential Duties and Responsibilities:

The following are essential to the role. Other duties may be assigned as needed.

• Independent Work: Operate autonomously to oversee and develop technicians in the territory, ensuring they have the necessary skills for successful project execution.
• Training Development: Collaborate with shop managers and technicians to create and execute comprehensive training plans tailored to individual technician levels, including formal classroom and on-the-job (OJT) training.
• Training Goals: Facilitate technician progression from Apprentice to Journeyman to Senior-System Technician by setting and reviewing training standards and goals.
• Compliance and Records: Ensure that training plans align with compliance, industry regulations, and company policies. Maintain detailed employee training records.
• Training Standards: Develop and update training standards for each technical level, review technician progress, and provide feedback to supervisors regarding technician advancement.
• OJT Scheduling: Assist with scheduling and conducting OJT training to enhance practical skills and readiness.
• Technical Meetings: Lead senior technician meetings to address and discuss technical topics and challenges.
• Project Support: Assist service managers and lead technicians in reviewing major projects, including pre-sale and post-sale phases, to ensure project scope, technician readiness, local OJT, task checklists, and quality control.
• Team Meetings: Attend and participate in weekly shop manager Teams meetings to coordinate and communicate effectively.
• Travel: Travel within the assigned territory and to other locations as needed for training, meetings, and educational purposes.

Desired Requirements:

• Provides 9-1-1, NG9-1-1, or E9-1-1 technical assistance and support for customer queries and issues
• Keeps upper management and team members informed of customer issues and concerns
• Creates cases in ticketing system for proper reporting and billing purposes
• Responds on-site to customer locations, as directed or required to resolve issues and/or based upon stated SLA's
• Works with professional services team to support growing client base
• Works primarily in post-sales and support role capacity
• Engages with appropriate manufacturer technical support and sales personnel to assist customers, as needed
• Maintains all existing certifications, and achieves all certifications as required
• Participates in scheduled departmental meetings
• Strong understanding of Windows desktop and server operating systems
• Familiarity with network protocols such as SIP/RTP, TCP/IP, UDP, and DHCP
• Experience with VoIP technologies and products
• Systems integration and test expertise
• Excellent written and verbal communication skills
• Attention to detail and flexibility in a dynamic environment
• Must be able to lift and carry up to 50 lbs.
• Ability to work under desks/tables and within tight spaces as needed
• Must be able to query customers to isolate the nature of the issue and use troubleshooting skills to resolve the issue
• Must be able to work under pressure and meet deadlines, while maintaining and providing exemplary customer service
• Ability to work independently and to carry out assignments to completion
• Current Vesta certification a plus

Conditions of Employment:

• Must possess a valid driver license
• Must be able to be a part of a 24-hour on-call rotation schedule
• Must be able to pass a CJIS security clearance background check