Responsibilities
- Lead a dedicated IT field support team serving service and control technicians nationwide.
- Ensure uninterrupted, real-time support for mobile devices, software, controllers, gateways, network connectivity, and secure remote access.
- Maintain support procedures tailored to rooftop, outdoor, and after-hours environments, including on-call availability.
- Track key performance indicators such as response speed, resolution rates, and user satisfaction to drive ongoing service enhancements.
- Align field support operations with IT service delivery standards, security protocols, and change management frameworks.
- Act as the main liaison with service leadership, ensuring support services meet operational needs and strategic goals.
- Work closely with service and IT executives to integrate field solutions with organizational growth strategies.
- Deliver regular performance, deployment, and apprenticeship progress reports to senior leadership.
- Recruit, manage, and mentor a mobile IT field support team capable of operating in diverse field conditions.
- Develop and oversee an apprenticeship program that transitions IT support staff into supervised control field roles, leading to Control Technician certification in 3–4 years.
- Organize cross-training and job shadowing opportunities with Control Technicians to build technical field proficiency.
- Promote a culture emphasizing safety, responsibility, flexibility, and continuous skill development across dual IT-field roles.
- Conduct routine performance evaluations and create individualized development plans for dual career pathways in IT or Controls.
- Enhance field support efficiency and dispatching using modern collaboration, remote access, and automation technologies.
- Collaborate with IT and service teams to deploy tools that improve HVAC and control technician productivity and user experience.
- Monitor advancements in service technology and implement initiatives to strengthen internal talent development.
- Use performance data and stakeholder feedback to refine the apprenticeship model and field support operations.
- Ensure all rooftop, outdoor, and site-based work, including installations, follows safety regulations, codes, and compliance standards.
- Coordinate changes between IT and field teams to reduce operational risks during rollouts of new systems or processes.
- Enforce cybersecurity, network integrity, and physical security standards across field devices and infrastructure.
Work Arrangement
On-site — U.S.
Other
- This position requires travel to Meriton locations and customer sites across the U.S., including rooftop and outdoor work in varying weather conditions.
- FLSA Status: Full time
