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Field Service Lead

The Field Service Lead is accountable for overseeing and managing all logistical aspects of the installation, maintenance, and repairs of ShotSpotter acoustic sensors and associated networks. This role is responsible for creating and maintaining an environment that is conducive to exceptional service for external and internal customers, and ensuring that ShotSpotter’s contractual obligations are met, including but not limited to: Service Level Agreements (SLAs), hours of coverage, coordination of resources, daily activities of the team, verifying work queues and work completion, reporting, coaching and adherence to procedures and professionalism.

Job Responsibilities:

  • Work directly with ShotSpotter Field Service Technicians (FSTs) and 3rd party vendors, scheduling and verifying appointments, troubleshooting and validating sensor functionality for service and installation work, updating work orders, and resolving field work related issues as needed
  • Adhere to the safety and technical guidelines and standards set forth by the department. Create work orders, provide details, and receive status related to the installation and repair of acoustic sensors for ShotSpotter FSTs, as well as outsourced field service contractors, based on the priorities set forth by the department.
  • Ensuring availability to answer calls from FSTs and 3rd party vendors repairing or installing sensors.
  • Verifying equipment is operational using remote monitoring and management tools prior to the technician leaving the site.
  • Providing technical direction, troubleshooting and assistance to field technicians.
  • Supporting the Senior Manager in new service deployment projects with assistance in resource planning, scheduling and oversight for large scale installations with aggressive timelines.
  • Providing assistance to the Senior Manager with reporting key service metrics and KPIs.
  • Consistently updating work orders, site, and asset records in Salesforce and ServiceMax to accurately account for work done and equipment locations.
  • Maintaining accurate notes of work done and logging all work in Salesforce and ServiceMax to support service reporting, tracking and issue trending.
  • Assist the Senior Manager in ensuring ShotSpotter service SLAs are met in the defined timeframe and setting and managing vendor SLAs.
  • Adhere to the agreed-upon timelines for completion of service/repair work orders.
  • Working with customer and/or site owner to secure new permissions or alternate locations for lost or relocated locations.
  • Completion of reports and other duties as assigned.
  • Assisting with inventory management as needed.

Our Ideal Candidate:

  • Highly disciplined, self-starter
  • Excellent project management skills.
  • Ability to address issues, deal with competing priorities and changes in demand.
  • Creative problem solver, where quick thinking and working under pressure are required.
  • Enjoys working in a fast-paced, fluid, team environment where the stakes are high and impact of their work on business results is substantial.
  • Team player with a positive attitude. Flexible availability, as occasional work on Saturday and Sunday will be needed. Work hours will be determined as repairs and installations are scheduled.
  • Excellent verbal and written communication skills. Ability to document and explain technical details in a clear and concise manner.
  • Strong multi-tasking ability: must be able to manage multiple tasks and projects at once, working across several time zones.

Experience and Skill Requirements:

  • 4 years of experience and proven track record in field service (installation, maintenance & repair), and subcontractor management.
  • Expert knowledge of Salesforce, ServiceMax & MS Office suite (Excel, Word, PowerPoint, Lync/Skype and Outlook).
  • Ability to develop service reports using Salesforce, ServiceMax and/or MS Excel
  • Strong planning, risk assessment and contingency planning skills are a must.
  • Ability to lift 50 pounds
  • Limited travel may be required

Preferred Experience and Attributes:

  • Experience with Jira, Confluence, Visio.
  • Lean Six Sigma (or comparable) training or certification.
  • Knowledge of building construction and electrical wiring. Experience working with electric and lighting utilities and associated codes and standards.
  • Some experience with Linux command line and/or SQL.
  • Supervisory experience with skilled service technicians.

Location: Fremont, CA Headquarters or Remote, as required.
Reports to: Senior Manager, Network & Field Operations

The company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.

ShotSpotter provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ShotSpotter complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

ShotSpotter expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ShotSpotter’s employees to perform their job duties may result in discipline up to and including discharge.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact ShotSpotter at +1.510.794.3183 or careers@shotspotter.com for assistance.