Lead Technical Support Engineer

Global Enterprise Technologies is seeking a senior, hands-on technical authority based in Washington, DC to lead escalated service efforts, oversee preventive and corrective maintenance, and strengthen Field Service Engineer capability through coaching and training.

Key Responsibilities

• Act as the first technical escalation point for Field Service Engineers, providing technical direction on complex cases.
• Participate in hiring and technical onboarding of Field Service Engineers.
• Deliver on-the-job coaching and ongoing training to improve Field Service Engineers’ knowledge of GET NA systems.
• Provide technical input to the CS Technical Manager for Field Service Engineer performance evaluations.
• Advise the CS Technical Manager on technical skills, resources, tools, and parts needed for planned work; scheduling remains with the CS Technical Manager.
• Diagnose and resolve escalated malfunctions and customer complaints in coordination with customers and Field Service Engineers.
• Review drawings, specifications, complaint descriptions, system logs, and background information to determine the technical approach.
• Define the work approach and execution plan for escalated and complex assignments in consultation with the customer and CS Technical Manager.
• Ensure required tools, components, software, and manuals are identified and prepared for complex assignments.
• Perform and oversee periodic maintenance at customer sites according to maintenance schedules, work instructions, and service bulletins.
• Lead root-cause analysis for complex malfunctions across hardware, software, and process parameters, and drive resolutions.
• Adjust, upgrade, or replace hardware and software as needed, including leading equipment conversions and software/hardware upgrades.
• Optimize system uptime and yield by analyzing service logs and failure trends.
• Carry out or oversee repairs on components and systems returned by customers.
• Arrange service with hardware or software vendors to repair or replace defective products.
• Execute activities both domestically and internationally.
• Develop service bulletins, knowledge base articles, and work instructions to support troubleshooting and problem solving.
• Provide maintenance training to customer operators and technicians using approved training materials.
• Advise customers on effective use of upgrades and evaluate expanded or enhanced system operations to recommend improvements and upgrades.
• Identify and report structural issues (such as recurring component failures or repeated recalibration) to the CS Technical Manager and Engineering.
• Collaborate with Engineering (hardware and software) to explain errors and recommend equipment modifications.
• Identify and feed back commercial and technical improvement opportunities to customers to the internal organization.
• Stay current on technology innovations and trends relevant to GET NA systems.
• Prepare service reports for escalated cases and discuss findings internally with Engineering.
• Review Field Service Engineer reports for escalated cases to ensure technical quality and completeness.
• When applicable, prepare time reports for customer signoff and account for time and costs per assignment.
• Keep installed-base and machine records up to date; report findings for structural product and process improvements.
• Organize on-site work approach, activity sequence, and resources within the agreed timeline and budget.
• Make technical decisions on escalated cases, including when further escalation to Engineering or vendors is required.
• Represent GET NA with internal and external customers as a company ambassador, accountable for customer relationship and satisfaction on escalated cases.
• Maintain accountability for quality, cost control, and delivery of agreed service commitments for assigned work.

Requirements

• 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 with the ability to prioritize tasks.
• Proficiency with Microsoft Office Suite or related software.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Proficiency with, or the ability to quickly learn, a wide range of system hardware and software.
• Proof of U.S. citizenship required.
• 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.
• 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.
• 2-4 years Mechatronics experience in a firsthand technical environment (5+ years preferred).
• Familiarity with Electro-Mechanical devices and electro-mechanical equipment.
• Solid working knowledge of mechatronic equipment processes.
• Excellent troubleshooting skills.
• Ability to read and understand schematic diagrams and competence 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.

Technology

• Microsoft Office Suite
• MS Office business products

Location and Schedule

• Washington, DC (onsite)
• Up to 50% travel for backup coverage nationally or for training requirements

Compensation

• USD 80,000 to 82,500 per year

Security Clearance and Eligibility

• The candidate must be a U.S. Citizen.
• All offers of employment are contingent upon 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.
• The Security Team will walk the selected candidate through the process.
• Equivalent professional experience is taken into consideration if academic qualifications are not available.