Job Description

Job Location National Accounts Office - Cincinnati, OH 45213 Position Type Full Time

The Technical Lead Service Engineer, provides hands-on support to field technicians, ensuring systems are healthy, service tickets are resolved efficiently, and programming needs are completed with accuracy. This role serves as the bridge between field teams, programming teams, and leadership to maintain high-quality service delivery and operational consistency.

Key Responsibilities

Technical Support & Programming

• Provide real-time technical guidance to field staff on programming, system troubleshooting, and overall system health.
• Support complex service tickets that require additional technical expertise, advanced diagnostics, or coordination of specialty parts.
• Utilize tools such as Greenlight to test, validate, and troubleshoot customer devices for both service and project-related tasks.
• Maintain and oversee a comprehensive programming matrix for all service-related programming requests, coordinate submissions with the programming team.
• Identify recurring technical issues and work with internal teams to develop procedures, documentation, or escalation paths to improve resolution times.

Field Team Leadership

• Lead and mentor field staff, offering day-to-day support and guidance.
• Manage field team scheduling, time off approvals, and staffing needs to ensure consistent coverage.
• Conduct annual performance reviews, support goal setting, and assist in professional development for field staff.
• Facilitate communication between field techs and management, ensuring feedback, challenges, and process improvements are captured and addressed.

Operational Support

• Create and run recurring system health reports for field teams to monitor equipment, identify problem sites, and guide proactive maintenance.
• Assist in the coordination and support of new installations, upgrades, or project-based field work.
• Help maintain service ticket quality through auditing, follow-up, and verification of completed work.
• Maintain documentation, SOPs, and best practices for the field and technical teams.
• Collaborate with internal teams (Service, Programming, Project Management, Sales) to ensure consistent customer experience.

Work Schedule & Environment

• Full-time, 40-hour workweek, with standard hours of 9:00 AM – 5:00 PM.
• Hybrid schedule available: Monday and Wednesday required in-office; the 3rd day in office can be any of the three available.
• Occasional travel to field sites may be required based on escalations or training needs.

Qualifications

Job

Qualifications

Required Qualifications

• 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 for field teams and customers.

• 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 and ability to travel to job sites as needed.

Preferred

Qualifications

• Manufacturer certifications in major security, access control, CCTV, or fire alarm platforms.

• 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.

Key Competencies

• Technical problem-solving and analytical thinking.

• Leadership and team development.

• Process improvement mindset.

• Customer-focused service orientation.

• Ability to remain calm and effective during escalations.

• Attention to detail and quality control.