Lead Technician

Job Description

Job Description

Introduction

The Lead Technician will oversee and execute the technical aspects of our maintenance & support services, drive the directions of new product development, and help design how we deliver timing and scoring services on the National and International levels. The ideal candidate will be responsible for ensuring the reliability, accuracy, and seamless operation of Swiss Timing’s systems across all sports. This role demands a proactive and hands-on approach to technical support, system inspections, hardware replacements, and event support.

Roles and Responsibilities

1. Manage a Team to Provide First-Level & Second-Level Technical Support:

• Provide technical support to address any issues with the installed timing systems.

• Manage and support a team to ensure 365-day support availability.

• Manage dedicated support channels, responding to incidents reported through service phone numbers and emails.

• Adhere to Service Level Agreements (SLAs) with our different partners, ensuring incidents are addressed within the target response and resolution times.

• Track and document all incidents for continuous improvement and reporting purposes.

2. Reporting:

• Prepare and submit weekly reports detailing incidents the support team dealt with including but not limited to hardware repairs/replacements, open issues, and resolutions.

• Produce monthly inventory reports, documenting stock levels and usage during the month—report threshold notifications to supervisor on a daily basis.

3. Event Support:

• Provide on-site or remote support for major sports events, ensuring flawless operation of timing systems.

• Coordinate with Swiss Timing and Partners Tech Support to schedule and execute support for national and international-level events.

• Ensure the readiness of event support staff to manage logistics and technical setup, meeting the highest performance standards.

5. Advanced Technical Solutions:

• Implement and utilize advanced remote monitoring systems to detect and address potential issues in real-time.

• Perform periodic system upgrades and updates to maintain the latest technology and software enhancements, ensuring optimal performance and compatibility.

• Deliver comprehensive training programs to technicians and system operators at arenas, ensuring effective operation and maintenance of timing systems.

7. Other

• Other responsibilities as directed by your supervisor.

Qualifications

• Associate or Bachelor’s degree in Electronics, Engineering, or a related technical field

• Proven experience as a technician, preferably in sports services or a similar technical environment.

• Strong understanding of timing systems, hardware maintenance, and technical support processes.

• Excellent troubleshooting skills and the ability to work under pressure during live events.

• Proficiency in technical documentation and reporting.

• Availability to travel and provide on-site support as needed.

• Computer Skills: Proficiency in internet navigation, email communication, and operating system navigation required. Experience with Google Workspace, Microsoft Office Suite is desirable

Skills and Abilities

• Ability to manage multiple technical tasks and priorities in a fast-paced environment.

• Strong problem-solving skills and a proactive approach to technical challenges.

• Detail-oriented with a focus on accuracy and high-quality results.

• Ability to work independently and lead a technical team effectively.

• Time management and the ability to prioritize under pressure

• Ability to lift up to 50 lbs and stand for extended periods of time

• Ability to stay calm and solutions-oriented during live event troubleshooting

• Willingness to work irregular hours, including evenings or weekends when needed