Job Description

Systems Support Specialist II Field Tech Supervisor

Salary Annual 74,780.88

JOB SUMMARY

This position is part of EMBARK Technology Services. The Systems Support Specialist II serves as the Field Technology Supervisor, providing day-to-day leadership, technical guidance, quality assurance, administrative supervision, and cross-functional IT support for Electronic Technicians and field-deployed technology. Electronic Technicians are bargaining-unit employees represented by the Amalgamated Transit Union (ATU); the supervisor directs their work in accordance with the applicable collective bargaining agreement (CBA), City/COTPA policies, and management rights. The role ensures safe, compliant, and reliable operations across the fleet and facilities; coordinates support with Maintenance, Facilities, Operations, Technology Services, City IT, ATU representatives, and external partners; maintains proficiency across the core Technology Services capabilities established in the division Playbook; and reports to the Business Systems Manager (Technology Services Manager).

JOB REQUIREMENTS

1. Leadership & Supervision

• Plan daily work, assign tasks, and provide field supervision for Electronic Technicians across vehicle and facility electronics.
• Coach, mentor, and evaluate staff; verify workmanship meets EMBARK standards and manufacturer specifications.
• Ensure preventive maintenance (PM) schedules, quality control (QC) checks, and documentation are completed on time.
• Coordinate road calls and in-field diagnostics to minimize service disruptions; escalate complex faults and safety issues promptly.
• Partner with Human Resources on attendance, training, and performance expectations; uphold workplace policies and procedures.

1. Administrative, Labor & Resource Management

• Administer employee schedules, shift coverage, timekeeping, attendance, leave, overtime/compensatory time, and related payroll or time-record approvals; maintain coverage appropriate to a 24-hour operating environment.
• Conduct regular one-on-one and probationary check-ins, establish performance expectations, complete formal evaluations, recognize strong performance, provide coaching, and document corrective or developmental action in coordination with Human Resources.
• Supervise Electronic Technicians within the terms of the applicable CBA; maintain working knowledge of provisions affecting represented employees; interface professionally with ATU stewards and representatives; and coordinate with Human Resources/Labor Relations when interpretation, discipline, grievances, or other labor-relations matters arise.
• Assist with development and monitoring of the Field Technology operating budget; track expenditures for labor/overtime, parts, tools, equipment, training, and contracted services; identify variances and provide timely budget status information to the Technology Services Manager.
• Initiate and review purchase requisitions, receiving documentation, invoices, purchasing-card or other authorized transactions, and related records in accordance with procurement, financial, and asset-control requirements.

1. Operations & Technical Support

• Provide advanced diagnostic support for electronic systems on revenue/non-revenue vehicles, fare collection, communications, and facility electronics.
• Install, configure, test, and validate components and firmware; interpret schematics, waveforms, and troubleshooting data.
• Support enterprise hardware and software used by technicians and shop operations; perform or coordinate troubleshooting of endpoint, device, network, communications, and application issues and escalate to the appropriate Technology Services operating unit when needed.
• Assist with configuration and support of public safety/trunked and P25 radio systems used in transit operations.
• Implement approved technology changes and maintain required documentation in accordance with Technology Services change-management, cybersecurity, and CAB procedures.

1. Safety & Compliance

• Model and enforce OSHA/NIOSH safety protocols, required PPE, and Lockout/Tagout (LOTO) procedures.
• Conduct and document shop/facility safety inspections; report hazards, near misses, and incidents; ensure corrective actions are completed.
• Maintain compliance with safety-sensitive requirements under Oklahoma law and EMBARK policy.
• Verify tools and diagnostic equipment are maintained, calibrated, and used per manufacturer guidelines.

1. Documentation & Reporting

• Review, assign, and monitor technician work through the IT Service Desk and other approved tracking tools; ensure applicable maintenance work is accurately recorded in M5, including parts, labor, timestamps, and fault codes.
• Maintain clear linkage between Service Desk tickets, M5 work orders, and related technical records when multiple systems are used to assign, document, or close work.
• Maintain equipment history records; analyze repeat failures and warranty claims; recommend corrective actions.
• Track Field Technology parts and material usage; coordinate parts requests and returns; identify obsolete or warranty-eligible components; and ensure equipment changes are reflected in required work and asset records.
• Prepare status updates, KPI dashboards, and technical summaries for leadership and stakeholders.

1. Communication & Stakeholder Engagement

• Coordinate work with Maintenance, Facilities, IT, and external vendors to schedule inspections, upgrades, and specialized repairs.
• Provide technical support during road calls, service disruptions, and facility outages; communicate timelines and risks.
• Deliver clear briefings to non-technical personnel on equipment status, safety considerations, and operational impacts.

1. Training & Development

• Organize and deliver initial and ongoing technical training for Electronic Technicians, including safety refreshers and OEM/manufacturer-led courses.
• Ensure technicians stay current on software/firmware updates, diagnostic methods, and best practices in transit electronics.
• Evaluate training effectiveness and close identified skill gaps through coaching and targeted development plans.

1. Technology Services & IT Support Capabilities

• Maintain proficiency across core Technology Services Playbook duties and provide cross-functional support as operational needs require.
• Perform Tier 1 and Tier 2 troubleshooting across endpoints, applications, onboard technology, communications, network connectivity, and related field systems; isolate faults and escalate appropriately.
• Configure, deploy, update, and support computers, tablets, mobile devices, peripherals, accounts, access, and device configurations using approved enterprise tools and assigned permissions.
• Support wired, wireless, cellular, IP, and onboard networks; participate in approved software, firmware, patching, configuration, deployment, testing, validation, and system-update activities; coordinate with Infrastructure when advanced engineering, security, or administration is required.
• Use the IT Service Desk, MDM, remote-support, asset, maintenance, diagnostic, and administrative tools; maintain clear technical documentation, knowledge articles, procedures, and training materials; and follow Technology Services standards for cybersecurity, change control, escalation, documentation, and closure of assigned work.

KEY PERFORMANCE INDICATORS (KPIs)

• PM Compliance: ≥ 95% of scheduled PMs completed on time and to EMBARK/OEM standards.
• QC Pass Rate: ≥ 95% first-pass quality checks with ≤ 3% repeat failures within 30 days.
• Work Order Accuracy: ≥ 95% complete and accurate entries (labor, parts, codes) within 72 hours of job close.
• Safety: Zero LOTO violations; report all hazards/near misses; maintain organized, hazard-free workspaces.
• Training: 100% of technicians meet annual required training hours and certifications.

MINIMUM QUALIFICATIONS

• Education: Electronic focused education or equivalent (e.g., accredited certificate or military electronics training, etc).
• Experience: Minimum three (3) years in electronic maintenance/repair; at least one (1) year of IT support experience; and at least three (3) years of progressively responsible supervisory experience. Supervisory experience must include employee scheduling/timekeeping and performance management; demonstrated experience with budget or expenditure tracking is required.
• Experience supervising represented employees or working under a collective bargaining agreement is preferred.
• Skills:
• Electronics & IT Support: Troubleshoot electronic, computer, endpoint, network, communications, and field technology systems; read schematics and technical documentation; use diagnostic and enterprise IT support tools; configure and support computers and mobile devices.
• Supervision & Administration: Assign and prioritize work; administer schedules, timekeeping, attendance, and overtime; conduct performance management; track budgets and expenditures; and maintain accurate technical and supervisory documentation.
• Communication & Labor Relations: Communicate technical and administrative information clearly; coach and develop employees; work effectively with represented employees and ATU representatives; and coordinate across departments and vendors.
• Knowledge:
• Endpoint support, TCP/IP networking, wireless/cellular communications, Active Directory, MDM, remote-support tools, IT service management, cybersecurity, and change management.
• Electronic maintenance, diagnostics, preventive maintenance, and field technology systems.
• Employee timekeeping, attendance administration, performance management, budget/expenditure tracking, purchasing/procurement, labor relations, CBA administration, and basic project management.
• License: Valid Oklahoma driver’s license; ability to obtain/maintain Class B CDL with Passenger (P) endorsement within first year of employment if required by policy.

WORKING CONDITIONS

• Work occurs in both indoor shop and outdoor environments with exposure to heat, cold, humidity, rain, dust, fumes, gases, and noise.
• This is not a standard 8:00 a.m.-5:00 p.m., Monday-Friday position. Direct reports may be scheduled across a 24-hour operating environment, including nights, weekends, and holidays.
• The supervisor must adjust their work schedule as needed to provide effective supervisory presence, respond to operational issues, support after-hours events, and maintain accountability across assigned shifts.
• Frequent proximity to moving machinery, vehicles, power tools, energized electronic systems, and elevated work areas.
• Occasional local and out-of-town travel is required; work beyond normal hours may also be required for training, outages, deployments, system analyses, or other operational needs.

PHYSICAL REQUIREMENTS

• Ability to kneel, crawl, sit, work at unprotected heights; bend, stoop, twist, squat, reach; access confined spaces; climb stairs; walk and stand for extended periods.
• Strength to frequently lift, push, pull, or carry components up to 50 lbs. without mechanical assistance; higher loads with assistance or devices.
• Fine motor skills and hand–arm steadiness for intricate repairs and use of small diagnostic equipment; near vision sufficient for reading labels and schematics.
• Hearing sufficient to understand and communicate by phone and in person, recognize safety signals and alarms.
• Must obtain and maintain a valid Oklahoma DOT physical examination certification

PRE‑EMPLOYMENT REQUIREMENTS

• DOT Physical & Drug Screen: The successful applicant must pass a Department of Transportation (DOT) physical examination, which includes a drug screen.
• Background Check: EMBARK will conduct a background investigation/verification. Applicants will be provided contact information for any third‑party reporting agencies used to collect background information as part of a conditional offer of employment.
• Substance Abuse Policy: Applicants will receive a copy of EMBARK’s Substance Abuse Policy upon conditional offer and acceptance, and before any health screen/physical examination and drug test.

DRIVING RECORD STANDARD

• Positions that require operating a COTPA vehicle may be disqualified by three (3) or more moving traffic violation convictions (excluding parking tickets) within the last two (2) years.

APPLICATION GUIDELINES

• Provide at least three (3) years of employment history, including reasons for leaving each position.
• Explain all gaps in employment history.
• Provide contact information for current and previous employers.

EQUAL EMPLOYMENT OPPORTUNITY & ACCOMMODATIONS

• EMBARK is an equal opportunity employer and values diversity and inclusion.
• EMBARK does not discriminate against any applicant or employee based on race, color, creed, national origin, ethnicity, religion, sex (including sexual orientation and gender identity/expression), age, genetic information, disability, or political affiliation.
• If you require reasonable accommodation during any part of the hiring process, contact the Human Resources Department at (405) 297‑1588.

VETERANS PREFERENCE

• A five‑point preference will be awarded in the initial scored selection process for honorably discharged U.S. military veterans.
• Qualified applicants must submit a copy of DD Form 214 indicating discharge type/character of service in person, by mail, or by fax at (405) 316‑3346.

SAFETY‑SENSITIVE CLASSIFICATION (UNITY BILL)

• This position is designated safety sensitive under the Oklahoma Medical Marijuana and Patient Protection Act, 63 O.S. § 427.1 et seq. (OSCN 2019), effective August 29, 2019.
• Employees in safety‑sensitive positions may be subject to disciplinary action up to and including termination if they test positive for marijuana components or metabolites, even if they possess a medical marijuana license.

FORMER EMPLOYEES

• To participate in the selection process, former employees must be eligible for rehire.
• If you are unsure of your rehire status, contact EMBARK Human Resources at (405) 297‑1558.
• If your rehire status is coded “Not Eligible,” “Eligible 3,” or “Conditional,” you must request a review of your rehire status.

About Us

Oklahoma City is one of the fastest-growing metros in the United States and is the 20th largest city in the nation. For nearly two decades our residents have continually invested in our community to make it a place people can find belonging, visit and call home. Our employees are at the heart of those investments–delivering essential services our residents expect and creating a strong and thriving city for all people. Visit Oklahoma City--A Great Place to Live and Work! to learn more about our city.