Service/Support Lead
Listed on 2026-02-28
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IT/Tech
Technical Support, HelpDesk/Support -
Customer Service/HelpDesk
Technical Support, HelpDesk/Support
The Service/Support Lead is responsible for the overall success of Summit’s customer support and service operations for existing clients. This role ensures Summit-installed AVL systems are reliably supported and that support and paid service offerings are delivered consistently and profitably.
The Service/Support Lead combines hands‑on technical expertise with people leadership, operational ownership, and process development. This position sets the standards, systems, scheduling, and execution of Support and Services, manages Service/Support Technicians, and owns the operational delivery of post-install support and services.
The Lead works closely with the Lead System Design Engineer, Account Managers, and other Summit teams to define service boundaries, improve service delivery, and scale offerings as the department grows.
Definitions- Support:
Post-install warranty support including remote diagnostics and troubleshooting for installed systems, assisting clients with manufacturer warranty coordination, and addressing issues related to Summit’s installation workmanship during the warranty period. - Service(s):
Contracted offerings that provide proactive, ongoing, or expanded assistance beyond included Support, such as maintenance plans, system calibration, upgrades, and on-site services.
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