Field Service Technician

Who We Are:

LeadsOnline provides crime-solving technology to law enforcement agencies across the globe. The company's suite of investigative solutions includes data, analysis and ballistic identification tools that help solve a range of cases-from missing property and people to gun crimes and other violent offenses. Founded in 2000, LeadsOnline now serves approximately 5,500 U.S. law enforcement agencies and public safety organizations in more than 80 countries. From the crime scene to the courtroom, our innovations are designed to enhance investigative capabilities, improve case outcomes, and streamline operations to ensure justice can be delivered. LeadsOnline is headquartered in Plano, Texas, and Montreal, Quebec, Canada.

Join Our Growing Team as a Field Technician!

Are you a sharp, ambitious, and proactive Field Tech looking to make your mark in a fast-growing company? Do you want to be part of a dynamic team where your expertise will directly shape the company's success? If you're nodding "yes," keep reading-this might be your dream opportunity!

What You'll Do (Your Key Responsibilities)

Under the supervision of the Field Services Manager, the Field Technician is responsible for the performance of a variety of technical services at the customer/user site. All services are delivered under the authority of either the Support or Integration group within the scope of procedure and protocols as determined by the Field Services Manager.

• Receive and review dispatch documentation including work instructions, travel instructions and test protocols.
• Execute work in accordance with latest procedures and protocols issued by the Field Services Manager or his designee.
• Provide verbal and written reports to the individuals and departments responsible for the dispatch as instructed by current protocol.
• Complete and deliver all quality documents resulting from the site service.
• Establish and maintain a professional relationship with all customer/user sites.
• Manage travel expenses and other administrative duties in accordance with administrative procedures.
• Be familiar with mechanical and electrical precision measuring tools such as digital multi-meter, amp meter and mechanical precision tools.
• Using schematic diagrams and work instructions to troubleshoot replace and test electrical mechanical line replacement components.

Key Competencies

External/Internal Customer Focus

• Primary focus of work is to always exceed the customer's expectations.
• Met customer's needs beyond returning the product to working order.
• Always professional and presents a positive image of FTI to the customer.

Job Knowledge/Efficiency

• Stay informed of work processes so work is completed in a timely manner
• Is fully education on the FT systems and knows what to look for to resolve issues promptly.

Results Driven/Initiative

• Will continue working to see the job through to completion
• Overcomes obstacles that interfere with getting the work done

Quality

• Demonstrates high personal work standards and shows concern for accuracy and completeness of work activities
• Accepts responsibility for the outcome of own work
• Delivers the best possible product to the customer

Detail-Oriented

• Looks beyond the standard testing protocol to identify and resolve issues

Interpersonal Skills/Communications

• Represents the company well - communicates in a professional and friendly manner with all groups
• Demonstrates an ability to adjust the message to ensure full comprehension by the audience
• Provides timely feedback to direct supervisor and ensures full understanding of what's happening in the field - never leaves supervisor to get blindsided
• Written communications are grammatically correct, concise and timely

Planning/Organization/Pro-Activity

• Anticipates roadblocks - thinks ahead about Plan B and develops contingency plans
• Plans and organizes work so that other team members can accomplish their own work
• Prioritizes work in alignment with the needs of the customer

Autonomy

• Demonstrates ability to accomplish assignments independently

Teamwork

• Works effectively and efficiently as a member of the team - provides proper feedback and communication to allow team to respond to task at hand
• Willing to provide support and advice to other team members facing challenging work tasks

Adaptability/Flexibility

• Always puts the client's and the company's needs first and is willing to perform work at a time most convenient to the client
• Understands the big picture - minor inconvenience now is better for the overall standing of the company with that client

Influence

• Presents a positive image of FTI to the end-user through actions and work performance.
• Demonstrates the ability to communicate requirements to the customer and facilitate cooperation

Work Ethics

• Is consistently compliant with scheduled arrival and departure times - does not inconvenience the customer by being early or late
• Looks for opportunities to provide more service than expected and improve the client's experience with the product

What We're Looking For (Your Qualifications)

• Good knowledge of computer operating systems such as Windows NT, Windows 2000, XP, 2003.
• AA or BA in computer systems, related technologies or equivalent experience.
• Three years in electromechanical assembly and component repairs.
• Strong skills in operating systems troubleshooting.
• Two years in Field Service repairs or related field.
• Excellent communication and interpersonal skills.
• Strong analytical and problem solving skills.
• Ability to lift up to 100 lbs. with frequent lift/carry of up to 50 lbs.
• Able to obtain and maintain any Security Clearances necessary per region.
• Bilingual candidates preferred.
• Must be able to travel extensively - this role is responsible for the performance of a variety of electro-mechanical technical services at customer sites including troubleshooting, repair and testing.

Why You'll Love It Here:

Be Part of Something Big: You'll have the opportunity to contribute to a growing company, making your mark in a role that directly impacts our future by embracing ownership.

Supportive Team Culture: We're all about collaboration, innovation, and celebrating wins-big or small-by valuing people and their contributions.

Growth Opportunities: As we grow, so do you. This role has room for development, leadership, and new challenges, driven by energy and enthusiasm.

Make a Difference: We are a company with a great mission. We help law enforcement investigators advance more cases faster. Your work will matter. You'll play a critical role in ensuring we operate smoothly and ethically as we scale, consistent with our vision of providing the best products and services to the law enforcement community, embodying our value of service.

What You Can Expect From Us:

At LeadsOnline, we serve with energy, diligence, and persistence. We believe the work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve. We value Service, Ownership, Energy, and People, and we foster a culture that empowers our team to make an impact.

Our Values:

• Service: We believe in providing a humble, joyful, excellent, and selfless service.

• Ownership: We take full responsibility for our actions, always seeking better ways and acting decisively to ensure success for our team and clients.

• Energy: We believe in contagious optimism, a strong sense of purpose, and life and light.

• People: We prioritize people over things, fostering a supportive, collaborative environment where individual talents and teamwork are celebrated.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)
• Paid maternity leave.
• Paid paternity leave.
• Disability insurance
• Robust PTO package

LeadsOnline is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.