Technical Lead Service Engineer

About This Role

This role involves providing hands-on technical support to field technicians, focusing on system health, efficient service ticket resolution, and accurate programming needs. The Technical Lead Service Engineer acts as a crucial link between field teams, programming teams, and leadership to ensure consistent, high-quality service delivery.

Responsibilities

• Provide real-time technical guidance to field staff on programming, system troubleshooting, and overall system health.
• Support complex service tickets requiring additional technical expertise, advanced diagnostics, or coordination of specialty parts.
• Utilize tools such as Greenlight to test, validate, and troubleshoot customer devices.
• Maintain and oversee a comprehensive programming matrix for all service-related programming requests.
• Identify recurring technical issues and work with internal teams to develop improved resolution procedures.
• Lead and mentor field staff, offering day-to-day support and guidance.
• Manage field team scheduling, time off approvals, and staffing needs.
• Conduct annual performance reviews, support goal setting, and assist in professional development for field staff.
• Create and run recurring system health reports for field teams.
• Assist in the coordination and support of new installations, upgrades, or project-based field work.

Requirements

• 5+ years of experience in electronic security, fire alarm, life-safety systems, or related technical service environments.
• Demonstrated hands-on expertise in system programming, troubleshooting, and diagnostics for security and life-safety platforms.
• Proven experience providing technical guidance and escalation support to field technicians or service teams.
• Strong working knowledge of service ticketing systems, system health monitoring tools, and programming workflows.
• Ability to interpret technical documentation, wiring diagrams, network layouts, and system architecture.
• Experience coordinating with cross-functional teams including service, programming, project management, and sales.
• Prior leadership or supervisory experience, including mentoring technicians and supporting performance development.
• Excellent communication skills with the ability to translate technical concepts into clear guidance.
• Strong organizational skills with the ability to manage multiple priorities, schedules, and escalations.
• Proficiency in Microsoft Office applications and service management software.
• Valid driver’s license.

Qualifications

• 5+ years of experience in electronic security, fire alarm, life-safety systems, or related technical service environments.

Nice to Have

• Experience building or maintaining programming matrices, SOPs, and technical documentation.
• Familiarity with remote diagnostic and validation tools (such as Greenlight or equivalent platforms).
• Experience developing system health reports and proactive maintenance strategies.
• Prior experience in a hybrid office/field leadership role.
• Understanding of customer service best practices in a technical service environment.

Skills

* Required skills

Certifications