SOP Tech Lead Associate

Position Overview

To define the standard process for Technical Leads to provide frontline technical leadership, escalation support, and deployment governance during cutovers and revisits.

Scope:
Applies to all deployments/cutovers and revisit activities where field technicians are dispatched to stores and a Technical Lead is assigned for oversight and escalation.

• Maintain the on‑call/coverage schedule and communicate coverage details to the deployment team.
• Serve as initial escalation point for technicians and coordinate troubleshooting via chat, phone, or bridge.
• Establish and manage the command center bridge when multiple stores/teams are active.
• Track technician check‑ins, address delays or no‑shows, and ensure timely communications to stakeholders (team and store manager).
• Authorize technician release from site only after completion criteria are met and required submissions are received.
• Perform next‑business‑day review of reports, photos, and comments; initiate issue resolution and schedule revisits as required.
• Verify compliance with required tools/forms (e.g., Jot Form and Fluix, where applicable).
• Maintain a rotating on‑call schedule for cutovers and publish coverage details before each deployment window.
• Provide support to technicians via approved channels (chat and phone) throughout the cutover window.
• Support technicians during deployment cutovers and coordinate troubleshooting or escalations as needed.
• Act as initial point of contact: receive and triage incoming issues, then engage additional resources when required.
• Enforce technician check‑in: technicians must check in upon arrival onsite. If a scheduled technician does not check in within the expected arrival window, the Technical Lead must follow up promptly.
• Manage schedule changes: communicate delays or unforeseen circumstances requiring rescheduling to the deployment team immediately and notify the store manager as soon as possible.
• Control site release: technicians must not leave site until all deployment aspects have been reviewed and approved by the Technical Lead.
• Technician Release Checklist (Must Complete Before Release)
  • Deployment is complete and required photos have been shared.
  • All reported issues are resolved, or a documented revisit plan is in place.
  • Jot Form has been submitted (required).
  • Fluix report has been submitted (if required for the deployment).
• Review end‑of‑day reports on the next business day.
• Review technician photos and written comments for completeness and quality.
• Identify issues and either resolve them or document and schedule required revisits.
• Revisits
  • Schedule Technical Lead coverage for morning support on revisit days.
  • Provide technicians an overview upon arrival, including scope, known issues, and success criteria.
  • Provide ongoing assistance during the revisit and coordinate escalations as required.
  • Release technicians from site only after tasks are complete and review criteria are met.
  • Verify required submissions for compliance (Jot Form and/or Fluix, as applicable).

• Pre‑arrival readiness: review the work order, deployment guide, and scope of work for each store; verify required deliverables (photos, forms, reports) and confirm you have required tools/equipment and can meet the scheduled arrival window.
• Arrive onsite and check in (required): check in with the store manager (if applicable) and notify the Technical Lead immediately upon arrival. Share your start time and any constraints (access, inventory, safety, after‑hours limitations).
• Perform cutover/revisit tasks: execute the required tasks per the deployment guide and provide status updates at key milestones or when progress is blocked.
• Escalate issues early (do not wait): if you encounter blockers, errors, missing equipment, or unexpected site conditions, contact the Technical Lead right away. Include store number/location, summary of the issue, steps already completed, current state, and supporting photos or screenshots.
• Capture required evidence: take clear before/after photos and any additional evidence needed for verification or troubleshooting. Follow the team naming/labeling convention.
• Submit required paperwork…