Lead, Field Maintenance Support

ABOUT THE JOB

The Lead, Field Maintenance Support at Radar plays a critical role in maintaining the health and performance of RADAR technology post installation. A successful candidate will combine strong technical troubleshooting, operational ownership, vendor management, and the ability to coordinate effectively across Customer Support, Engineering, Deployment Operations, and external field service partners.

The Lead Field Maintenance Support is responsible for the end-to-end lifecycle of field maintenance issues across RADAR’s deployed store footprint. You’ll own issues from the point where remote troubleshooting identifies the need for onsite intervention, through technician dispatch, field troubleshooting, resolution, validation, and final closure.

You will also help build and continuously improve RADAR’s field maintenance model: reduce avoidable onsite service visits, improving first-time resolution and MTTR, strengthening technician capabilities, and ensuring recurring field issues are identified and addressed systematically.

Responsibilities:

Field Maintenance Operations:

• Field Escalation Ownership: Own Support cases requiring onsite intervention from escalation through final resolution and validation. Drive issues independently from identification through full resolution, escalating only when additional resources are required
• Remote-to-Field Triage: Determine when an issue requires a technician onsite and ensure remote troubleshooting is completed before dispatch whenever possible.
• Technician Dispatch & Coordination: Coordinate external field service partners, technicians, customer contacts, site access, scheduling, and required materials.
• Field Troubleshooting: Provide remote guidance to onsite technicians troubleshooting RADAR hardware, networking, connectivity, power, cabling, mounting, and related store infrastructure. Identify root cause and implement corrective actions using analytical and technical skills 
• Resolution Ownership: Remain accountable for the outcome of the issue, including coordinating additional Support, Engineering, Operations, or vendor resources when required.
• Hardware & RMA Coordination: Partner with internal teams to coordinate replacement equipment, spare parts, RMAs, and other hardware required for field resolution.

Quality Assurance & Vendor Performance:

• Field Validation: Ensure maintenance work is validated before a technician leaves the site and that the original issue has been fully resolved.
• Documentation: Ensure technician findings, photos, troubleshooting steps, replaced hardware, and final resolution are accurately documented.
• First-Time-Fix: Identify opportunities to improve technician preparation and increase first-time resolution while reducing repeat visits.
• Vendor Performance: Monitor field service partners against response time, resolution quality, documentation, repeat visits, and RADAR standards.
• Recurring Issue Identification: Identify patterns across maintenance incidents and partner with Engineering, Support, and Operations on corrective and preventative actions.

Training and Development:

• Technician Enablement: Develop and deliver training for field technicians and service partners supporting RADAR technology.
• Troubleshooting Standards: Build and maintain field troubleshooting guides, technician procedures, escalation paths, and maintenance runbooks.
• Knowledge Sharing: Share field findings and lessons learned with Customer Support, Deployment Operations, Engineering, and other internal teams.
• Continuous Improvement: Improve field maintenance workflows as RADAR expands across customers, store formats, and geographies.
• Support Team Development: Help Customer Support build stronger field troubleshooting capabilities and reduce unnecessary dependency on Engineering.

Support Operations & Escalation:

• Incident Prioritization: Ensure field maintenance incidents are prioritized appropriately based on customer and system impact.
• Escalation Management: Identify when issues require deeper Engineering, Deployment, vendor, or customer involvement and drive those escalations through resolution.
• Operational Visibility: Maintain clear visibility into open field incidents, aging tickets, recurring failures, and operational risks.
• Cross-Functional Partnership: Work closely with Support, Engineering, Deployment Operations, Logistics, and customer teams to resolve complex field issues.
• Process Improvement: Use support and maintenance data to identify opportunities to improve system reliability, technician effectiveness, and the overall customer experience.

ABOUT YOU

Required:

• You have experience in technical support, field service, IT infrastructure, retail technology, IoT, systems integration, or a related field.
• You have experience supporting technology deployed across multiple physical locations.
• You have strong technical troubleshooting skills across hardware, networking, connectivity, power, cabling, and related infrastructure.
• You have experience coordinating or managing third-party technicians, field service providers, MSPs, or systems integrators.
• You are comfortable troubleshooting technical issues remotely while guiding technicians through onsite resolution.
• You have strong ownership and are comfortable remaining accountable for an issue even when multiple teams or vendors are involved.
• You have strong prioritization and escalation judgment and can distinguish between issues that can be resolved remotely and those requiring onsite intervention.
• You have strong written and verbal communication skills and can communicate clearly during active customer-impacting incidents.
• You are comfortable working in a dynamic environment where processes are still evolving and helping build the structure required to scale.
• You are able to identify patterns across individual incidents and translate them into broader process or reliability improvements.
• You are self-motivated and able to work independently with minimal oversight, taking initiative to identify and resolve issues before they escalate.
• You follow issues through to full resolution, seeing a case from initial troubleshooting to final validation and closure.

Preferred:

• You have experience supporting technology within retail stores or another distributed physical environment.
• You have previous experience with RFID, IoT devices, sensors, networking equipment, PoE, structured cabling, or low-voltage systems.
• You have experience managing regional or nationwide field service partners.
• You have experience with hardware replacement, spare inventory, RMA, and asset lifecycle processes.
• You have experience developing technician training, troubleshooting documentation, or certification programs.
• You have experience using systems such as Zendesk, Jira, or field service management platforms.
• You are willing to support occasional nights, weekends, or holidays when required for critical field escalations.

WHAT YOU'LL DO

In your first 30 days, you will:

• Learn about Radar's mission, technology, deployed hardware, and Customer Support organization.
• Meet key partners across Customer Support, Engineering, Deployment Operations, Logistics, and other Operations teams.
• Learn the current Support escalation, field dispatch, RMA, and hardware troubleshooting processes.
• Participate in active field maintenance cases alongside existing team members and field service partners.
• Begin learning common field failure modes and how RADAR validates successful resolution.

In your first 60 days, you will:

• Begin independently owning field maintenance escalations from initial triage through resolution.
• Coordinate field technicians, customer contacts, replacement hardware, and internal technical resources.
• Provide remote troubleshooting guidance to technicians working onsite.
• Identify gaps in existing technician procedures, escalation paths, documentation, and field maintenance workflows.
• Begin tracking repeat visits, recurring failure types, field partner performance, and opportunities to improve first-time resolution.
• Build stronger feedback loops between Customer Support, Field Maintenance, Deployment Operations, and Engineering.

In your first 90 days, you will:

• Take ownership of RADAR’s day-to-day field maintenance support operation and associated field service partners.
• Establish clear standards for when field dispatch is required, technician readiness, onsite troubleshooting, validation, and case closure.
• Improve field maintenance runbooks, troubleshooting procedures, technician training, and escalation paths.
• Establish visibility into key field maintenance metrics, including response time, time to resolution, first-time-fix rate, repeat truck rolls, and recurring field failures.
• Identify systemic field issues and work with Engineering and Operations teams to drive corrective and preventative improvements.
• Help establish a scalable field maintenance support model capable of supporting RADAR’s continued customer and store growth.

At RADAR, your base pay is one part of your total compensation package. The expected base salary range for this position is $105,000-$140,000. Individual pay is determined by work location and additional factors,  including job-related skills, experience and relevant education or training.You will also be eligible to receive other benefits including: equity, comprehensive medical and dental coverage, life and disability benefits, 401k plan,  flexible time off, and paid parental leave. The pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting. 

Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness.