Senior Field Service Lead – Security & Surveillance

Description

The Field Service Lead serves as the senior field service authority and organizational leader responsible for oversight of all Field Service Technicians (FST 1–3) and Field Service Engineers (FSE 1–3). This role provides overarching technical, operational, and strategic leadership for field service execution across all company security and surveillance system offerings.

The Field Service Lead ensures technical excellence, procedural consistency, execution quality, and professional development across the field service organization. This position leads by example through direct field engagement, advanced technical expertise, sound engineering judgment, and sustained operational success.

The Field Service Lead serves as the principal escalation authority for complex field engineering and execution matters and provides strategic direction to align field service operations with company engineering, product, and program objectives.

This position is in-office at the NDI Stevensville, MD location reports to engineering leadership as designated. CONUS and OCONUS travel is required up to 60%.

ESSENTIAL RESPONSIBILITIES

Organizational Leadership & Oversight

· Provide comprehensive leadership and oversight of all Field Service Technicians and Field Service Engineers.

· Establish execution standards, technical expectations, and professional conduct benchmarks across the field service organization.

· Ensure consistent implementation of installation, troubleshooting, maintenance, and recovery processes across all deployments.

· Serve as the senior decision authority for field service prioritization, deployment planning, and technical escalation pathways.

· Evaluate field service performance, identify capability gaps, and implement structured improvement initiatives.

· Foster a culture of accountability, technical excellence, and continuous improvement within the field service organization.

Field Engineering & Execution Authority

· Lead and perform advanced on-site installation, configuration, maintenance, verification, repair, recovery, and system validation activities across all company product offerings.

· Perform and oversee server rack population, equipment mounting, structured cabling, labeling, integration, and physical system assembly activities when required to support mission-critical objectives.

· Serve as the final technical escalation authority for unresolved field issues spanning multiple subsystems, product lines, or domains.

· Make authoritative engineering change decisions for field-deployed systems in coordination with engineering and product stakeholders.

· Ensure field execution activities remain aligned with system design intent, technical baselines, and approved engineering documentation.

· Lead high-risk, high-visibility, or mission-critical field deployments.

Technical Governance & Standards

· Establish, refine, and govern field service engineering methodologies and execution procedures.

· Approve and standardize installation practices, troubleshooting methodologies, documentation requirements, and validation protocols.

· Ensure field-developed solutions are technically sound, safe, repeatable, and scalable across the organization.

· Translate field-derived technical insights into actionable recommendations that influence product design, system architecture, and engineering standards.

· Provide final approval authority for new or revised field service procedures prior to organization-wide adoption.

Diagnosis, Risk & System-Level Resolution

· Lead advanced root cause analysis efforts for persistent, systemic, or high-impact technical failures.

· Resolve novel, complex, and multi-domain system issues with limited precedent.

· Assess technical risk in dynamic field environments and make informed engineering decisions under operational constraints.

· Direct long-term corrective actions that improve reliability, maintainability, and system performance.

· Ensure verification, validation, and operational testing confirm long-term effectiveness of corrective actions.

Documentation & Reporting

· Ensure field service documentation, configuration records, and technical baselines accurately reflect approved…