HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Georgia, Missouri, Canada, UK and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. At HME you will have the opportunity to learn and grow while developing our future products. Come join our team!

We are currently hiring for a Field Operations Lead. In this role, you will provide timely resolution to escalated issues, conduct training and audits to ensure technical capabilities of 3rd party installers in their region, conduct installations and service calls when needed, and conduct other activities as required to help provide world-class service to HSC customers.

What you will do in the position:

Trains 3rd Party Field Technicians to Achieve Operational Excellence

• Trains and partners with technician companies to ensure high level of technical competence.
• Maintains an open line of communication with Field Operations Supervisor.
• Audits field installation and service partners to ensure compliance with HSC processes and SOPs.

Onboarding New VAIO Partners

• Collaborates with Sales and Engineering to smoothly onboard new VAIO partners. 
• Provides technical guidance and support during integration process.

Customer Interaction

• Works directly with VAIO customers and test sites to understand specific needs and challenges.
• Consults with new and existing customers to assess drive-thru and network requirements for HME equipment.
• Identifies and monitors VAIO test stores.

Technical Material

• Develops technical documentation, manuals, and guides to assist VAIO partners and HME customers.
• Creates and maintains a repository of technical resources.

Support

• Provides onsite support for HME customers facing escalated network, VAIO, or drive thru issues.
• Troubleshoots technical problems, implements solutions, and ensures minimal downtime for customers.

Training

• Conducts training sessions for VAIO partners and customers, both remotely and onsite.
• Ensures that customers are proficient in operating and maintaining HME equipment.

Quality Assurance

• Monitors and evaluates the performance of VAIO system and HME equipment to identify areas for systems to identify areas for improvement.
• Works collaboratively with cross-functional teams to enhance product reliability and customer satisfaction. 

Documentation and Reporting

• Maintains detailed records of customer interactions, issues, and resolutions.
• Prepares regular reports on test stores, field operation activities, and customer feedback.

Customer Relationship

• Fosters positive relationships with VAIO partners and HME customers by providing exceptional technical support and service.
• Acts as a point of contact for resolving customer concerns and inquiries.

What you will need to succeed in this position:

• Customer service experience.
• Ability to teach and help others grow.
• Excellent problem-solving skills.
• Ability to use a PC and software such as Word and Excel.
• Excellent written, verbal communication, and organizational skills.
• 5 years Related Field
• High School Diploma - Required
• Bachelor's Degree or equivalent experience in related field such as Electrical Engineering, Mechanical Engineering, Computer Science, Networking or related field.
• Travel – up to 40%

Pay Range: $59,500.00 to $74,400.00 This is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision and dental coverage, pet insurance, life insurance, and 401K contributions.

The work environment described here are representative of those that an employee would work within. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. This job requires frequent contact outside the department or company and the noise level in the work environment is usually quiet to moderate with occasional loud noise. 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to use hands to handle or manipulate objects. The employee is regularly required to talk or hear, stand, walk, sit, work with computers, office equipment, and reach with hands and arms. The employee is occasionally required to climb or balance, and stoop, kneel, or crouch.