Field Services Team Lead

Field Services Team Lead

The Field Services Team Lead is responsible for delivering high-quality on-site support to our customers. This role requires professionalism in every customer interaction, strong coaching and guidance skills, and the ability to solve complex technical problems. While the position does not include direct reports, it plays a critical role in field service delivery—ensuring customer satisfaction, supporting retention, identifying opportunities for growth, and helping manage organizational costs.

Essential Duties And Responsibilities

Plan & Schedule

• Coordinate Field Services scheduling to meet customer needs while managing cost and resource efficiency.
• Ensure proper scoping, quoting, and routing of POs so orders are processed accurately and on time.

Lead, Coach & Develop

• Coach and mentor technicians; oversee training, evaluate competency, and ensure adherence to standard work.
• Evolve the Trainee Onboarding Program (ride-alongs, proficiency checks, program updates) in partnership with the Field Services Manager.
• Facilitate team communications and meetings (e.g., VDM and other cadences).

Customer Training & Enablement

• Deliver high-level classroom training (e.g., Train-the-Trainer, Confined Space) and develop relevant training materials aligned to customer needs.
• Provide on-site demonstrations and application guidance to drive adoption and outcomes.

Service Delivery & Technical Excellence

• Perform on-site commissioning, startup, and installation of Industrial Scientific equipment and software.
• Diagnose and resolve technical issues on site, including troubleshooting and repairs; exercise sound judgment on complex problems.
• Serve as a customer advocate and subject-matter expert to ensure successful, ongoing use of ISC products and services.

Quality, Improvement & Growth

• Identify and implement improvements that increase customer value and reduce team pain points.
• Document, track, and monitor issues to timely resolution; own assigned accounts with proactive follow-up.
• Share lessons learned and best practices across teams; provide feedback to influence product/service improvements.
• Recognize opportunities for wallet-share expansion and new business during on-site engagements.

Qualification Required (Non-negotiable):

• Willingness to travel up to 75% of the time, including domestic and occasional international assignments (passport and necessary travel documents required).
• Proven experience leading, training, and coaching team members.
• Demonstrated success in delivering high-level technical training and developing customer capabilities.
• Strong ability to identify customer needs, improve experiences, and recognize opportunities for upselling or expansion.
• Hands-on technical expertise, including:
• Proficiency with computers, MS Office applications, Zoom, Articulate.
• Ability to learn proprietary software quickly.
• Familiarity with computer networking, Microsoft Server, and IP addressing (static and dynamic).
• Strong organizational skills with the ability to work independently, prioritize effectively, and manage time in a fast-paced environment.
• Excellent problem-solving and analytical skills with a track record of providing timely resolutions.
• Exceptional written and verbal communication skills, with the ability to tailor communication to diverse audiences.
• Strategic thinker with tactical execution skills, able to deliver consistently high levels of customer satisfaction and retention.
• Collaborative team player who shares knowledge and supports continuous improvement.
• Education: Bachelor's degree or equivalent work experience.
• Experience: Minimum two years in customer-facing training and five years in advanced technical system/support roles.

Qualifications Preferred (Negotiable):

• Field service and/or external training team leadership experience
• Sales and/or sales support experience
• Understanding of gas detection applications and general knowledge of the industries customers of Industrial Scientific operate within
• Thorough understanding of all Industrial Scientific products, applications, and service offerings
• Experience with iNet™, Salesforce.com, and Jira
• Knowledge of bug and defect tracking through Jira
• Education: Master's Degree or equivalent work experience
• Certifications/credentials: Technical Training or Certificate program, TWIC, DISA, Confined Space Access Certification, MSHA Certification