Lead Technical Support Engineer

Global Enterprise Technologies is seeking a senior technical authority to lead complex service escalations and ensure high-quality delivery of support for customers at installations in Washington, DC. In this onsite role, you will resolve difficult malfunctions, oversee preventive and corrective maintenance activities, and build Field Service Engineer capability through coaching, training, and knowledge sharing.

As the first escalation point for complex cases, you will help drive structural improvements by analyzing service logs and failure trends, conducting root-cause analysis across hardware, software, and process parameters, and partnering with engineering to recommend modifications and upgrades. You will also play a key role in service readiness by identifying the tools, components, software, and manuals needed for complex assignments.

Key Responsibilities

• Act as the first technical escalation point for Field Service Engineers and provide technical direction on complex cases.
• Diagnose and resolve escalated malfunctions and customer complaints, reviewing drawings, specifications, complaint descriptions, system logs, and background information to determine the technical approach.
• Determine execution plans for escalated and complex assignments in consultation with the customer and the CS Technical Manager, and organize on-site work sequence, activities, required resources, and timing within agreed budget and schedule.
• Ensure complex assignments have the necessary tools, components, software, and manuals prepared.
• Perform and oversee periodic customer-site maintenance in accordance with maintenance schedules, work instructions, and service bulletins.
• Lead root-cause analysis of complex malfunctions across hardware, software, and process parameters, then drive resolution.
• Adjust, upgrade, or replace hardware and software as required, including leading equipment hardware and software conversions and upgrades.
• Optimize system uptime and yield by analyzing service logs and failure trends.
• Oversee repairs on components and systems returned by customers and arrange with hardware or software vendors for repair or replacement of defective products.
• Develop service bulletins, knowledge base articles, and work instructions to support Field Service Engineers in troubleshooting and problem solving.
• Provide maintenance training to customer operators and technicians using approved training materials; advise customers on effective use of upgrades.
• Evaluate expanding or enhanced system operations and recommend hardware and software improvements and upgrades.
• Identify and report structural issues (for example recurring component failures or repeated recalibration) to the CS Technical Manager and Engineering.
• Collaborate with Engineering (hardware and software) to explain errors and recommend modifications to equipment.
• Maintain knowledge of technology innovations and trends relevant to GET NA systems.
• Prepare service reports on escalated cases and discuss findings internally with Engineering; review Field Service Engineer reports for technical quality and completeness.
• When applicable, prepare time reports signed off by the customer and account for time and costs per assignment; keep installed-base and machine records up to date.
• Identify and feed back commercial and technical improvement opportunities to customers and to the internal organization; report findings as input for structural product and process improvements.
• Make technical decisions on escalated cases, including when to escalate further to Engineering or vendors, while maintaining accountability for customer relationship and satisfaction on assigned work.
• Represent GET NA with internal and external customers as a company ambassador.
• Carry out domestic and international activities and perform other related duties as assigned.

Collaboration and Team Development

• Participate in hiring and technical onboarding of Field Service Engineers.
• Provide on-the-job coaching and ongoing training to Field Service Engineers to improve their 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 required for planned 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, with superior understanding of system hardware and software.
• Ability to interpret drawings, schematics, specifications, and system logs.
• Excellent time management skills and ability to prioritize tasks.
• Proficient with Microsoft Office Suite (Microsoft Office Suite; MS Office business products).
• Ability to explain technical issues to technical and non-technical employees and customers.
• Proficient with, or able to quickly learn, a wide range of system hardware and software.
• Proof of U.S. citizenship required; candidate must be a U.S. citizen.
• Candidate 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.
• Education: 2-year associate’s degree in a Technical or Diagnostic field.
• 4-year Bachelor of Science degree in technical discipline is 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.
• Must have excellent troubleshooting skills and the ability to read and understand schematic diagrams, with competence in disassembling and reassembling complex mechanical devices.
• Capable of working independently and effectively in a team concept without direct supervision.

Security Clearance Notes

• 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.
• All offers are contingent upon eligibility to obtain and maintain a government security clearance sponsored by GETNA.
• Unfamiliar with the process is addressed, as the Security Team will walk the selected candidate through the process.
• Equivalent professional experience is taken into consideration if academic qualifications are not available.

Location: Washington, DC (onsite). Salary: USD 80,000 - 82,500 per year. Minimum experience: 2 years.