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Field Service Technician- Team Lead (Ottawa)

Role: Responsible for identifying, scheduling, maintaining and coordinating workflow within the assigned LST (Local Service Territory), supervising the local Field Service technicians within the LST, respond to escalations of service from FSTs in the LST, and perform own field service technician regular duties within the region.

Responsibilities and Duties:

  •  Prepare work to be accomplished within assigned LST by gathering and sorting field service documents
  • Complete operations within assigned LST by: developing and maintaining shift schedules; assigning work and monitoring daily call volumes within LST, ensuring SLAs are met;   gathering monitoring and returning resources required within LST; implementing performance productivity standards; resolving operational problems and being available as a point of contact for escalation within the LST; maintaining reference manuals and directives for LST; implementing new processes and procedures within LST
  • Maintain workflow by sorting and delivering information from Regional Service Manager; Assist with completing, processing and submission of LSTs timesheets and inquiries
  • Contribute to effectiveness by identifying ST and LR issues that must be addressed within LST, providing information and commentary pertinent to deliberations; recommending options and courses of action; implementing directives from Regional Service Manager
  • Maintain continuity within the work team by documenting and communicating actions, irregularities and continuing needs
  • Complete service by training and guiding FSTs to accomplish LST, regional and corporate objectives.
  • Assist with training on existing and new solutions, procedure, employee operations, safety, Parts Logistics
  • Attend daily open call report meeting, weekly FGL Regional Meeting and host local team meetings.
  • Meet technicians onsite for daily follow ups and touch points

Occupational Requirements:

Technical Requirements:

  • CompTIA A+ Certification
  • Minimum university degree with major in information technology or a related program
  • Minimum 5-7 years of experience working in IT field services, with broad exposure to a variety of software and hardware technologies, or equivalent experience
  • Experience working in a retail environment with POS systems is required
  • Experience working with remote management software is an asset
  • Experience in troubleshooting cabling, hardware and network related issues in the field
  • Familiarity with network equipment (routers, switches, desktops, printers, servers etc.)
  • Must have and provide company with valid driver’s license and clean abstract for use of company vehicle for travelling to customer sites to provide service
  • Ability to operate hand and power tools (i.e. drill)
  • Proficient computer skills and solid knowledge of computer networking

Personal Requirements:

  • Excellent prioritizing and communication skills
  • Ability to travel to customers’ sites on short notice over extended periods of time
  • Ability and availability to work revolving day/night 24/7 shifts, rotational stand-by and on-calls to respond to operational requirements.
  • Must be able to lift up to 75 lbs.


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What our staff say

I started my second career with BFG after my kids were full grown and independent.

They have seen my potential and encouraged me to develop it by trusting me with increasing responsibility and letting me take on and own tasks and manage a team.

BFG has provided me with growth and advancement and offers you a friendly work environment with supportive and approachable management. I am proud to be working for a highly successful Canadian company which provides a diverse and inclusive culture with awesome team members!

Nicole Filipcic

End User Services Coordinator

BFG Enterprise Services

I joined BFG as a second level technician in 2014. Throughout my tenure with BFG, I have been provided opportunities to grow and take on new roles including becoming a technical lead and shortly after promoted to Group Field Leader which has allowed me to take on additional responsibilities and further develop my management skills.

I now lead a diverse team operating within a collaborative and friendly environment. The team works hard every day towards a common goal: ensuring that operations run smoothly.

Mansour Hafshijani

Field Group Leader EUS Services

BFG Enterprise Services

I would start by thank you for giving me the opportunity to work in such a great company my journey started on the 2 of February 2015 with BFG and since then I’m living a dream with a great management always backing the employees and listening to their needs.

They gave me the opportunity to advance in my career and putting effort to help me fulfil my duties.

I can just be thankful and I look forward to continue on this successful path.

Redouane Mramer

Field Group Lead Distribution Services

BFG Enterprise Services

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