Internal Posting Only- Lead Technical Support Engineer

This is an internal job posting for current GETNA employees only. No external resumes will be accepted for this position at this time.

The Lead Technical Support Engineer will assist the Technical Service Manager and Field Service Engineers by providing higher-level technical expertise in circumstances that are beyond the knowledge of the Field Service Engineers.

Key Responsibilities

• Provides technical support—identifying, investigating, and resolving users’ problems with equipment software and hardware—for problems that are beyond the expertise of Field Service Engineers.


• Coordinates and assigns work projects such as converting new equipment hardware or software.


• Evaluates expanding or enhanced equipment operations; makes recommendations for improvement and upgrades to hardware and software to manage workload and system requirements.


• Provides on-going training to Field Service Engineers to improve their knowledge of the equipment.

• Applies knowledge of equipment software, hardware, and procedures to solve problems.


• Develop Service bulletins and Knowledge Base articles to assist Service Engineers in problem solving and troubleshooting.


• Collaborate with other employees to research and resolve problems.


• Develop and Deliver “Lunch and Learn” seminars to assist in the advancement of Service Engineers knowledge


• Collaborates with programmers to explain errors and/or recommend modifications to equipment.


• Arrange services by software or hardware vendors to repair or replace defective products.


• Develops and communicates department projects and goals.


• Maintains knowledge of technology innovations and trends.


• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.


• Excellent interpersonal and customer service skills.


• Strong supervisory and leadership skills.


• Strong analytical and problem-solving skills.


• Superior understanding of equipment hardware and software systems.


• Excellent time management skills.


• Ability to prioritize tasks and to delegate them when appropriate.


• Proficient with Microsoft Office Suite or related software.


• Ability to explain technical issues to technical and nontechnical employees and customers. 


• Proficient with or the ability to quickly learn an array of equipment hardware and software.

Job Requirements (Minimum)

• Proof of U.S. citizenship required.


• Candidate must be able to obtain and maintain a U.S. Department of State Security Clearance prior to starting work.


• Up to 50% US domestic travel for backup coverage or for training requirements.

Professional Experience (Minimum)

• 4-year experience in a Mechatronics support role.


• 2-4 years Electro-Mechanical experience in a firsthand technical environment.


• Must have a familiarity with Electro-Mechanical devices and automation equipment.


• Excellent verbal and written communication skills.


• Excellent interpersonal and customer service skills.


• Strong supervisory and leadership skills.


• Strong analytical and problem-solving skills.


• Superior understanding of equipment hardware and software systems.


• Excellent time management skills.

• Ability to explain technical issues to technical and nontechnical employees and customers.


• Proficient in or the ability to quickly learn an array of equipment, hardware and software


• Ability to prioritize tasks and to delegate them when


• Must have good troubleshooting skills.


• Must have the ability to read and understand schematic diagrams and be competent in disassembling and reassembling complex mechanical devices.


• Capable of working independently and effectively in a Team concept without direct supervision.


• Basic ability to navigate and use Windows 10/11 or Windows Server,


• Knowledge of use MS Office business suite of products.


• Excellent communications skills.

Physical Requirements

• Ability to stand and walk for extended periods.


• Ability to lift and carry up to 50 pounds.


• Ability to frequently bend, reach, and use hands.


• Ability to perform the essential functions of the position with or without reasonable accommodation.


• Requires the ability to distinguish and identify colors used in job-related tasks


• Requires the ability to clearly view and inspect fine details and very small measurements using a magnifying loupe

Academic Qualifications (Desired)

• CompTIA A+ certification or other relevant Technical Certifications.


• 2-year associate’s degree in a Technical or Diagnostic field with 5 years experience 


• 4-year Bachelor of Science degree in technical discipline.


• Military training can be used to augment academics