Field Support Specialist

The Field Services Lead is responsible for managing Level 2 and Level 3 field service operations across multiple business units and healthcare locations. This role serves as the primary escalation point for complex technical issues and ensures seamless delivery of onsite support services while minimizing operational and clinical disruptions.

• Manage regional field technicians across multiple locations
• Assign service requests and coordinate onsite support
• Act as escalation point for hardware, software, network, and radiology workstation issues
• Ensure resolution within SLA timelines

• Oversee workstation deployments, refresh projects, and hardware replacements
• Manage application testing, network, and DNS changes
• Coordinate with vendors and logistics teams
• Maintain inventory and asset control

• Work with client leadership, networking, applications, security, and vendors
• Ensure timely resolution and minimize clinical downtime

• Manage technician schedules, performance, and productivity
• Ensure compliance with processes and policies
• Drive training and skill development
• Provide regular updates and maintain trackers
• Review service metrics and improve processes
• Enhance accountability and communication

• Strong experience in L2/L3 field service operations
• Expertise in workstation and network support
• Experience handling critical escalations
• Ability to manage distributed teams
• Strong communication and stakeholder management skills
• Familiarity with ITIL and Service Now tools

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to  for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program;

401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.