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Lead Field Service Technician

Operations/Manufacturing/Customer & Technical Service
20000038 Requisition #

The Field Service Technician Lead will provide electro-mechanical technician support to our customers. This includes both software and hardware support. The Field Service Technician Lead will provide installation, training as well as preventative and emergency maintenance to ensure equipment at customer sites is in proper working order as well as act as lead to the team of technicians.  The Field Service Technician Lead will perform the accountabilities detailed below and other duties as assigned. 


Electromechanical Emergency and Preventative Maintenance              40%

  • Deliver high quality preventative and emergency maintenance services on Entrust Datacard equipment

  • Diagnose and understand equipment problems

  • Work with a high degree of autonomy with the ability to test, diagnose and resolve issues

  • Utilize Oracle to maintain proper inventory levels and complete service call reporting tasks

Customer Interaction 30%

  • Interact with customer operations staff including high (VP/SVP) level management

  • Be consistently reliable and timely in all aspects of the position, and display a positive attitude.

  • Demonstrate customer relation skills that allow for independent resolution of most situations without management assistance.

  • Work to continually improve customer relations even in high stress situations

Leadership       20%
  • Participate in the hiring process through first-line interviewing as well as the on-boarding and new hire process

  • Assisting in disciplinary decisions and action

  • Escalation point for technical support and providing technical leadership and guidance to Field Service Technicians

  • Escalation point for customer issues
  • Manage day-to-day decisions at the site/area regarding accomplishments of tasks, problem resolutions and quality issues

  • Provide necessary work direction and manage projects effectively, through planning, organization and project management

  • Train and monitor the work of Field Service Technicians

  • Communicate effectively with external and internal customers and provide required information in a timely and accurate manner, using the current method for information exchange

  • Develop an effective team

Learning and Development     10%

  • Participate in company sponsored personal development and quality initiatives

  • Complete all company training and development courses required by Entrust Datacard

Basic Qualifications

    • Associates degree in Electronics

    • Minimum of 5 + years of electromechanical technician experience

    • 5 + years experience as Lead Engineer

    • Proficient problem solving and troubleshooting skills

    • Proficient with PC’s, current operating systems and relevant software applications

    • Willingness and ability to work flexible hours, assignments and travel (up to 10%) when required

    • Must be able to lawfully work within the US and have unrestricted work authorization for US  

Preferred Qualifications:

    • Additional electromechanical technician or field service experience

    • Advanced technical education

    • 10 plus years experience in leadership position

    • Proficient in electro-mechanics, digital electronics and software required to maintain Datacard and 3rd party products

    • Skilled with tools and electronic test equipment

    • A+ Certification and/or N+ Certification 

About Entrust Datacard


Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.

Join us. Together we’ll create solutions for a more connected, mobile and secure life.

For more information, visit Follow us on Twitter, YouTube and LinkedIn.


Entrust Datacard Corporation is an Equal Opportunity Employer. All qualified applicantswill receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.



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