Lead Field Technician at TSMG

Palo Alto, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Information TechnologyIndustries

Requirements

Proven experience in supervising technical support teams across multiple locations or regions
Strong technical background with the ability to validate troubleshooting processes and maintenance procedures
Experience in team leadership, performance management, and coaching
Excellent communication and stakeholder coordination skills
Ability to maintain service continuity through effective scheduling and resource planning
Strong understanding of operational compliance, support workflows, and client-facing reporting
Ability to build a collaborative and professional work culture in onsite operational environments

Responsibilities

Supervise an average of 13 technicians operating both onsite and in remote AMER locations
Ensure all technicians are fully trained, aware of their responsibilities, and equipped with the necessary tools and resources
Deliver or coordinate technical training sessions to maintain high troubleshooting and support standards
Review and approve hardware diagnostics, troubleshooting actions, and remote support cases
Oversee planning and approval of repair trips and remote support operations
Monitor compliance with operational procedures, attendance, and technical task execution across all technical hubs
Conduct regular performance reviews and implement performance improvement plans when required
Hold recurring 1:1 meetings with technicians to provide feedback, address challenges, and promote professional development
Foster a positive and productive work environment onsite while maintaining strong team morale
Approve technician scheduling, occupancy, and time-off requests to ensure uninterrupted support coverage
Act as the main point of contact for both the TFS Global Lead and the client regarding regional technical operations and escalations

Skills

Key technologies and capabilities for this role

team supervisiontechnical troubleshootinghardware diagnosticsremote supportperformance managementtechnical trainingschedulingcompliance monitoringteam leadershipcoaching

Questions & Answers

Common questions about this position

Is this a remote position or does it require onsite work?

The role involves supervising technicians operating both onsite and in remote AMER locations, and fostering a positive work environment onsite.

What salary or compensation does this role offer?

This information is not specified in the job description.

What skills and experience are required for this position?

Candidates need proven experience supervising technical support teams across multiple locations, a strong technical background in troubleshooting and maintenance, team leadership and coaching skills, excellent communication, and understanding of operational compliance and scheduling.

What is the team size and structure like?

The role supervises an average of 13 technicians across onsite and remote locations in the AMER region.

What makes a strong candidate for this Lead Field Technician role?

A strong candidate has proven supervisory experience with technical teams across locations, strong technical troubleshooting skills, leadership in performance management, and the ability to build collaborative onsite cultures.

TSMG

Specialized data collection for tech companies

About TSMG

TSMG specializes in data collection services, primarily supporting tech companies in Europe and North America. The company manages complex data collection projects, providing comprehensive support that includes recruiting participants and handling logistics. TSMG works with Fortune 500 clients to gather large volumes of accurate and diverse datasets, which are essential for improving AI systems. What sets TSMG apart from its competitors is its ability to assemble and manage high-performing teams, ensuring that projects are executed efficiently and tailored to meet specific client needs. The goal of TSMG is to empower its clients by delivering high-quality data that enhances their operational intelligence.

Warsaw, PolandHeadquarters

2018Year Founded

VENTURE_UNKNOWNCompany Stage

Data & Analytics, Consulting, AI & Machine LearningIndustries

51-200Employees

Risks

Emerging startups offer innovative data solutions at lower costs, threatening TSMG's market share.

Rapid AI advancements may require TSMG to invest in new tools and training.

Stringent data privacy regulations in Europe could increase TSMG's compliance costs.

Differentiation

TSMG offers end-to-end data collection services for Fortune 500 companies.

The company excels in recruiting and managing high-performing teams for complex projects.

TSMG provides tailored solutions by understanding and addressing specific client needs.

Upsides

Growing demand for AI training data boosts TSMG's data collection services.

Remote work expands the talent pool for TSMG's recruitment outsourcing services.

AI integration in travel management enhances service efficiency and personalization.

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