Lead Technical Support Specialist

SITA

Overview

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry. You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork.

PURPOSE

A Lead Technical Support Specialist oversees real-time remote support for field service engineers diagnosing and resolving complex technical issues with equipment or systems. Serves as the primary escalation point for Technical Support Specialist team on unresolved technical challenges. Provides expert guidance during installation maintenance and repair tasks offering step-by-step troubleshooting and issue resolution. Utilizes advanced diagnostic tools to identify root causes and leads software and firmware upgrades. Maintains records of issues and resolutions sharing technical knowledge to improve team efficiency. Collaborates with cross-functional teams to resolve issues while ensuring safety protocols best practices and continuous improvement.

KEY RESPONSIBILITIES

• Lead Technical Support team to enable real-time remote support for field service engineers, diagnosing and resolving complex technical issues with equipment or systems.
• Remotely diagnose and resolve technical issues with equipment or systems in a timely manner, ensuring efficient support.
• Reinforce that teams are properly trained, skilled, and equipped, ensuring the effective adoption of tools.
• Identify opportunities for profitability and efficiency, implementing process improvements to enhance operational and service efficiency.
• Act as the escalation point for complex technical issues that field engineers cannot resolve on-site, or by Technical Support team, utilizing remote diagnostic tools to analyse performance and identify root causes.
• Collaborate with product development, engineering teams, and the PSO Service Support Specialist to escalate unresolved technical issues or product defects and recommend improvements.
• Lead the sharing of technical knowledge, best practices, and troubleshooting tips with field engineers and the Technical Support team to enhance their skills and efficiency.
• Utilize remote monitoring tools to track system performance in real-time, proactively assisting field engineers and addressing recurring issues.
• Stay updated on product knowledge and industry trends to continuously improve service quality.
• Oversee the training and development of Technical Support Specialists, ensuring consistent service quality and process improvement.
• Take ownership of the escalation process, ensuring that complex issues are efficiently addressed and resolved with minimal disruption to field operations.
• Ensure compliance with SLAs and PFS team expectations while monitoring and improving KPIs such as response and resolution times.
• Analyze operational site data to generate insights, ensuring continuous improvement and alignment with organizational objectives.

People Management:

• Provide leadership and direction to TSS team, fostering a positive work environment and aligning team efforts with organizational goals.
• Monitor team performance, provide feedback, and identify opportunities for professional growth and development.
• Ensure effective communication, team collaboration, and clear alignment with organizational objectives.
• Lead and support the team through change, ensuring minimal disruption and promoting a positive workplace culture.

Data Steward

• Implement data governance policies defined by the Data Owner and ensure adherence to standards.
• Monitor data quality, consistency, and compliance on an ongoing basis.
• Act as a subject matter expert (SME) for data in their area, answering queries and guiding

Qualifications

• EXPERIENCE
• Proven experience in field service roles including installation maintenance and troubleshooting of technical equipment or systems (3-5 years recommended).
• Experience providing remote technical support to field engineers or customers utilizing diagnostic tools and remote assistance software (3-5 years preferred).
• Familiarity with data stewardship roles including implementing data governance policies and monitoring data quality with hands-on experience in a data-centric role (1-3 years).
• Experience collaborating with cross-functional teams (e.g. product development engineering or customer service) to resolve technical issues or improve service delivery.
• Demonstrated experience in customer-facing roles with a focus on technical guidance training mentoring and maintaining strong client relationships.
• Mentoring field service engineers and junior team members providing guidance to enhance their technical skills and knowledge.
• Training new team members on systems processes and troubleshooting techniques to ensure consistent service delivery.

KNOWLEDGE & SKILLS

Functional Skills:

• Customer Success Excellence
• Communication
• Problem Solving
• Collaboration
• Teaching & Training
• Coordination & Time Management
• Adaptability
• Quality Assurance

Technical Skills:

• Technical Expertise of Products / Services
• Operations Monitoring & Diagnostics
• Field Service Management Tools
• Technical Documentation & Writing?
• Data Analytics

PROFESSION COMPETENCIES

CORE COMPETENCIES

EDUCATION & QUALIFICATIONS

• Educational Background
• Bachelor's degree in engineering computer science information systems or a related technical field.
• Specialized coursework or certifications in data governance analytics or a related field are a plus.
• Certifications
• Industry-relevant certifications such as Microsoft Certified: Data Analyst Associate ITIL Certification or related field-specific accreditations.
• Certifications in technical support tools or platforms such as CompTIA certifications are advantageous.