Site Support Technician

Reports To: Director of Inventory Technology, The Site Support Technician provides scheduled onsite support for Tier 1 MRO clients to help ensure Vertical Lift Modules (VLMs) and associated systems remain operational and that equipment concerns are identified, documented, and communicated promptly.

This role serves as Tier 1 MRO’s onsite point of contact during scheduled site visits and is responsible for conducting routine operational reviews of VLM equipment, communicating with designated client contacts, documenting equipment status, and escalating identified concerns to the Director of Inventory Technology and other appropriate Tier 1 MRO team members.

The Site Support Technician is expected to work independently while onsite, maintain a professional and client-focused presence, and provide accurate and timely reporting following each site visit.

Key Responsibilities

Technical & Service Responsibilities

• Report to the assigned client site according to the established onsite schedule and conduct routine operational reviews of all assigned VLMs. (Monday, Wednesday, and Fridays)
• Verify equipment is operational and identify visible or reported faults, alarms, or other concerns requiring attention.
• Perform basic troubleshooting within the employee’s training and authorized scope and promptly escalate issues requiring additional technical support to the Director of Inventory Technology.
• Communicate with the designated client representative during each onsite visit to identify equipment concerns or operational issues and serve as the onsite liaison between the client and Tier 1 MRO.

• Complete the required Microsoft Forms Onsite Activity Checklist for each visit, accurately documenting equipment status, client concerns, observations, actions taken, and items requiring follow-up.

• Promptly communicate significant equipment failures, safety concerns, or operational issues to the appropriate Tier 1 MRO team members.
• Maintain a professional, client-focused presence and follow all Tier 1 MRO and client safety, security, and site requirements., * Attendance and punctuality standards as outlined in the employee handbook.
• Time reporting through CRM and HRIS completed as outlined in the employee handbook and company policy.

Time and Expense Reporting

• Employees are expected to accurately record and submit time worked and business-related expenses in accordance with company policies.

• Timely and precise reporting ensures proper payroll processing, project accounting, and reimbursement of approved expenses.

• Failure to submit time sheets or expense reports accurately and on time may result in disciplinary action up to and including termination.

Communication

• Prompt and professional in all methods of company communication, showcasing core values in all interactions.
• Triage company email and messages to ensure responses, announcements, and policy changes are up to date.

• Participate in established company channels for regular communication and collaboration with team members.

• Accessible via all company communication tools such as Teams, Outlook, and personal cell phone (if applicable to role) during scheduled hours.

Culture / Teamwork

• Lead by example with professionalism, strong work ethic, reliable attendance, and alignment with core values every day, even in tough seasons.
• Look for recognition opportunities for team members.
• Provide feedback and escalate issues to management or HR as needed.
• Attend both team and 1:1 meetings and actively participate with prepared contributions and updates.
• Share information and coordinate cross-departmental efforts to maximize results.
• Provide courteous and cooperative service to team members, peers, and clients whether via phone, email, or ticket response.
• Adaptable through times of change to meet client or business needs, whether related to workflow, work assignments, or team structure.

Professional Development

• Engage in continuing education including books, industry training, certifications, and involvement with industry professionals and leaders.

Business Tools

• Effective use of internal systems such as Promys, Microsoft Office365, Outlook, and related software.

• Strong computer skills, including proficiency in MS Office and the ability to navigate custom databases and online document management software, * High school education is required.

• Preferred 1-3 years’ experience in a customer-facing role

• Ability to understand and explain mechanical systems and software functionality

• Strong communication and presentation skills

• Comfortable working independently in client-facing environments

• Ability to identify issues and follow established escalation processes, * Ability to use hands to manipulate, handle, feel, and control items or equipment.

• Ability to talk, hear, see, read, write, and interpret written documents.

• Ability to lift and move objects up to 50 pounds.

• Warehouse Exposure: Regular exposure to warehouse environments, including moving equipment, machinery, varying temperatures, noise, and moderate dust. Employee must follow all safety procedures and wear required personal protective equipment.

• Standing and Mobility: Ability to stand and remain on one’s feet for the majority of the shift, with frequent walking, bending, and movement as required to perform job duties.

• Must be able to meet these requirements with or without reasonable accommodation.