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Field Services Team Lead

Overview:

The Field Services Team Lead is responsible for delivering high-quality on-site support to our customers. This role requires professionalism in every customer interaction, strong coaching and guidance skills, and the ability to solve complex technical problems. While the position does not include direct reports, it plays a critical role in field service delivery—ensuring customer satisfaction, supporting retention, identifying opportunities for growth, and helping manage organizational costs.

Essential Duties and Responsibilities:

Plan & Schedule

+ Coordinate Field Services scheduling to meet customer needs while managing cost and resource efficiency.

+ Ensure proper scoping, quoting, and routing of POs so orders are processed accurately and on time.

Lead, Coach & Develop

+ Coach and mentor technicians; oversee training, evaluate competency, and ensure adherence to standard work.

+ Evolve the Trainee Onboarding Program (ride-alongs, proficiency checks, program updates) in partnership with the Field Services Manager.

+ Facilitate team communications and meetings (e.g., VDM and other cadences).

Customer Training & Enablement

+ Deliver high-level classroom training (e.g., Train-the-Trainer, Confined Space) and develop relevant training materials aligned to customer needs.

+ Provide on-site demonstrations and application guidance to drive adoption and outcomes.

Service Delivery & Technical Excellence

+ Perform on-site commissioning, startup, and installation of Industrial Scientific equipment and software.

+ Diagnose and resolve technical issues on site, including troubleshooting and repairs; exercise sound judgment on complex problems.

+ Serve as a customer advocate and subject-matter expert to ensure successful, ongoing use of ISC products and services.

Quality, Improvement & Growth

+ Identify and implement improvements that increase customer value and reduce team pain points.

+ Document, track, and monitor issues to timely resolution; own assigned accounts with proactive follow-up.

+ Share lessons learned and best practices across teams; provide feedback to influence product/service improvements.

+ Recognize opportunities for wallet-share expansion and new business during on-site engagements.

Qualification Required (Non-negotiable):

+ Willingness to travel up to 75% of the time, including domestic and occasional international assignments (passport and necessary travel documents required).

+ Proven experience leading, training, and coaching team members.

+ Demonstrated success in delivering high-level technical training and developing customer capabilities.

+ Strong ability to identify customer needs, improve experiences, and recognize opportunities for upselling or expansion.

+ Hands-on technical expertise, including:

+ Proficiency with computers, MS Office applications, Zoom, Articulate.

+ Ability to learn proprietary software quickly.

+ Familiarity with computer networking, Microsoft Server, and IP addressing (static and dynamic).

+ Strong organizational skills with the ability to work independently, prioritize effectively, and manage time in a fast-paced environment.

+ Excellent problem-solving and analytical skills with a track record of providing timely resolutions.

+ Exceptional written and verbal communication skills, with the ability to tailor communication to diverse audiences.

+ Strategic thinker with tactical execution skills, able to deliver consistently high levels of customer satisfaction and retention.

+ Collaborative team player who shares knowledge and supports continuous improvement.

+ Education: Bachelor’s degree or equivalent work experience.

+ Experience: Minimum two years in customer-facing training and five years in advanced technical system/support roles.

Qualifications Preferred (Negotiable):

+ Field service and/or external training team leadership experience

+ Sales and/or sales support experience

+ Understanding of gas detection applications and general knowledge of the industries customers of Industrial Scientific operate within

+ Thorough understanding of all Industrial Scientific products, applications, and service offerings

+ Experience with iNet™, Salesforce.com, and Jira

+ Knowledge of bug and defect tracking through Jira

+ Education: Master’s Degree or equivalent work experience

+ Certifications/credentials: Technical Training or Certificate program, TWIC, DISA, Confined Space Access Certification, MSHA Certification

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Fortive Corporation Overview

Fortive’s essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Industrial Scientific

Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle.Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our latest solutions make it possible to see and respond to hazards in real time, bringing us one step closer to our vision of ending death on the job by 2050.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

Bonus or Equity

This position is also eligible for bonus as part of the total compensation package.

Pay Range

The salary range for this position (in local currency) is 71,100.00 - 132,100.00

This position is also eligible for bonus as part of the total compensation package.

The salary range for this position (in local currency) is 71,100.00 - 132,100.00

We are an Equal Opportunity Employer

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].