Field Service Technician Lead

Job Summary:

The Field Service Technician Lead shares a collective team goal of providing an exceptional customer experience by executing timely, accurate, and complete vendor-managed inventory counts and vending machine replenishments. This role requires strong mechanical aptitude, the ability to troubleshoot and repair vending machines, and a customer service-oriented approach when working directly with customers and on-site personnel. Assigned tasks are completed with a Can-Do and respectful attitude while maintaining a predetermined weekly schedule and supporting customer-site inventory needs.

Primary Responsibilities:

• VMI Counts, Inventory Accuracy & Replenishment: Accurately identify, count, verify, and update on-hand inventory in systems, spreadsheets, VMI shelving, and vending equipment. Replenish inventory to pick bins, VMI shelving, and vending machines.
• Receiving, Labeling & Putaway: Accurately identify, count, match, and label deliveries against system purchase orders and packing slips; report discrepancies to a supervisor; move received product to appropriate storage bins.
• Customer & Internal Communication: Communicate effectively with on-site management, technical personnel, end users, Arbill support staff, Sales Operations/Client Relations, and Arbill Management to provide timely updates, escalate concerns, and support customer satisfaction.
• Route/Schedule Execution & Independent Work: Work independently, maintain predetermined daily schedules, travel to assigned customer locations, and complete assigned tasks efficiently, accurately, and safely.
• Vending Machine Maintenance, Repair & Troubleshooting: Use mechanical skills to troubleshoot, repair, and perform basic maintenance on vending machines and related equipment; identify issues, resolve problems when possible, and escalate when additional support is needed.
• In addition to carrying out the duties of a Field Service Tech, he/she will have the below responsibilities:
• Communicate with the FST group via the communication app
• Coordinate FST coverage
• Help with onboarding and training of new associates
• Knowledge in our ERP & CRM system – will work with P21 and Dynamics, Microsoft Teams
• Join weekly operational meetings
• Handle site escalations
• Coordinate with FST on cycle counts for inventory and on recieving shipments

This role will be responsible for site ownership in the following areas: Middletown, Elizabethtown, and Mount Joy, PA. They will provide oversight for Harrisburg, PA, Hagerstown, MD, and Baltimore, MD (region based out of Harrisburg area)