Integrated Protection Services ยท 11 hours ago
Technical Lead Service Engineer
Cincinnati, OH
Full-time
Hybrid
Senior Level
5+ years expIntegrated Protection Services is seeking a Technical Lead Service Engineer to provide hands-on support to field technicians and ensure high-quality service delivery. This role involves offering technical guidance, managing field team operations, and collaborating with internal teams to maintain system health and improve service processes.
Facilities Support ServicesSecurity
Responsibilities
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
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
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
Qualification
Required
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
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
Company
Integrated Protection Services
Integrated Protection Services is providing fire alarm, security, access control, and video surveillance systems to customers.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase