Field Technician Lead
You Are
The Field Technician Lead plays a critical hands-on role in orchestrating onsite installation activities, supporting implementation teams, and ensuring that technical work is executed to the highest quality standards. This role requires strong communication skills, an ability to lead others through complex cutovers, and a passion for accuracy, documentation, and customer partnership in a retail environment. You will act as the point person during store renovations for Systems IT activities. Including guiding technicians, validating completed work, and maintaining consistent alignment with customer requirements and Compugen’s delivery expectations.
We Are
Compugen Systems, Inc. (CSI,) an affiliate of Compugen Inc., is an IT service delivery company that focuses on the business outcome of technology. We improve human experience as organizations work to design, acquire, integrate, and operate technology for productivity improvement and competitive advantage. CSI provides innovative technology-based services to accelerate your transformation in the Modern Workspace and Hybrid IT with our uniquely crafted managed, professional, and field services. At CSI, we believe that every day we have is another opportunity to innovate, inspire, and impact the world for the better. Our vision is to redefine customer experience, join us.
What We Need
A Field Technician Lead provides hands-on technical leadership for complex installations, configurations, troubleshooting, and repairs across point of sale, telecom, network, low voltage cabling, CCTV, and A/V systems. Serving as the onsite technical authority, they coordinate and guide technicians, lead critical deployments and cutovers, and ensure all work meets quality, safety, compliance, and customer standards. This role requires strong communication, reliable execution, effective time management across regional travel, and a disciplined focus on validation and documentation, while driving efficient problem resolution and continuous improvement in field service delivery.
A Typical Day looks like…
A typical day for a Field Service Technician begins with reviewing work orders, schedules, and service requests using a mobile device or dispatch system. The technician then travels to client sites to install, maintain, or repair point of sale telecom, network, low voltage wiring, or related equipment. On-site, they diagnose issues, perform testing, replace or configure components, and ensure systems are functioning properly. Throughout the day, they interact with clients to explain work performed, provide usage guidance, and ensure satisfaction. The technician completed tasks, issues, and resolutions, communicated updates to the technical team or supervisors, and followed all safety procedures before moving on to the next assignment.
How You’ll be Measured
Field Service Technicians are typically measured in their ability to deliver efficient, high-quality service while maintaining safety and customer satisfaction. Key performance measures include the number of service calls completed on time, first-time fixed rate, and adherence to service-level agreements (SLAs). Employers also evaluate the accuracy and timeliness of documentation and reporting, as well as the technician’s ability to diagnose and resolve issues effectively. Customer satisfaction scores, feedback, and professionalism during client interactions are critical indicators. In addition, compliance with safety standards, quality of workmanship, and effective communication with internal teams are used to assess overall performance.
Required Skills + Competencies
Team & Project Leadership
- Serve as the primary point of contact for implementation teams during overnight cutovers, establishing status checkpoints and coordinating workflow.
- Build strong relationships with internal stakeholders, technicians, and customer store management.
- Support and mentor technicians, ensuring they understand project scope, requirements, and quality expectations.
- Host briefing meetings and provide ongoing communication to project and delivery management.
Technical Oversight
- Review and validate work completed before releasing teams from the site.
- Develop and maintain knowledge articles and equipment standards within customer IT systems.
- Ensure accurate documentation and execution of site surveys, including photos, cabling details, and equipment status.
- Review material picklists and confirm equipment arrival and secure storage.
- Provide project verification and sign-off on daily/weekly installation checklists.
Installation & Standards
- Support onsite installations across IT, cabling, POS, CCTV, AV, retail equipment, and low-voltage wiring.
- Apply strong troubleshooting capabilities and identify opportunities for continuous improvement and operational efficiency.
- Will be expected to be pulling, terminating data lines as well as installing cameras and network devices at heights.
- Successfully complete all required safety training and actively promote a culture of safety by ensuring team members consistently adhere to personal protective equipment (PPE) requirements and established safety protocols. Contribute to the development and implementation of safety procedures, guidelines, and equipment standards as needed.
Travel
- Assigned projects will typically be located within a 150-mile radius to allow for daily travel to and from customer locations. Mileage reimbursement will be provided for daily travel exceeding 150 miles. Occasional travel within or outside the state may be required for assignments at greater distances and may involve overnight accommodation. Such extended travel will be limited whenever possible, and all eligible travel expenses will be reimbursed.
Preferred Qualifications
- Strong knowledge of data, audio, and phone cabling standards; experience working on ladders/lifts
- Experience in retail environments is highly preferred
- Excellent technical, diagnostic, and problem-solving skills
- Strong leadership, communication, and interpersonal abilities
- Ability to build relationships with technicians, project teams, and customers
- High accountability, reliability, and attention to detail
Desired Character + Culture Traits
- Collaboration: Aligns technicians, project teams, and customers through clear, real-time communication.
- Innovate: Improves field execution by identifying efficiencies and strengthening documentation.
- Inspire: Leads by example, motivating technicians through professionalism and confidence.
- Impact: Owns onsite execution and delivers high-quality results during complex cutovers.
Compugen Systems, Inc. is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic under applicable law. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of this role. Please notify People + Culture if you require accommodation during the application process. This role may require a background check and is subject to Compugen Systems' pre-employment screening policy.
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