Field Technology Supervisor

JOB SUMMARY
This position is part of EMBARK Technology Services. The Systems Support Specialist II serves as the Field Technology Supervisor, providing day-to-day leadership, technical guidance, quality assurance, administrative supervision, and cross-functional IT support for Electronic Technicians and field-deployed technology. Electronic Technicians are bargaining-unit employees represented by the Amalgamated Transit Union (ATU); the supervisor directs their work in accordance with the applicable collective bargaining agreement (CBA), City/COTPA policies, and management rights. The role ensures safe, compliant, and reliable operations across the fleet and facilities; coordinates support with Maintenance, Facilities, Operations, Technology Services, City IT, ATU representatives, and external partners; maintains proficiency across the core Technology Services capabilities established in the division Playbook; and reports to the Business Systems Manager (Technology Services Manager).
JOB REQUIREMENTS
-
Leadership & Supervision
-
Plan daily work, assign tasks, and provide field supervision for Electronic Technicians across vehicle and facility electronics.
-
Coach, mentor, and evaluate staff; verify workmanship meets EMBARK standards and manufacturer specifications.
-
Ensure preventive maintenance (PM) schedules, quality control (QC) checks, and documentation are completed on time.
-
Coordinate road calls and in-field diagnostics to minimize service disruptions; escalate complex faults and safety issues promptly.
-
Partner with Human Resources on attendance, training, and performance expectations; uphold workplace policies and procedures.
-
Administrative, Labor & Resource Management
-
Administer employee schedules, shift coverage, timekeeping, attendance, leave, overtime/compensatory time, and related payroll or time-record approvals; maintain coverage appropriate to a 24-hour operating environment.
-
Conduct regular one-on-one and probationary check-ins, establish performance expectations, complete formal evaluations, recognize strong performance, provide coaching, and document corrective or developmental action in coordination with Human Resources.
-
Supervise Electronic Technicians within the terms of the applicable CBA; maintain working knowledge of provisions affecting represented employees; interface professionally with ATU stewards and representatives; and coordinate with Human Resources/Labor Relations when interpretation, discipline, grievances, or other labor-relations matters arise.
-
Assist with development and monitoring of the Field Technology operating budget; track expenditures for labor/overtime, parts, tools, equipment, training, and contracted services; identify variances and provide timely budget status information to the Technology Services Manager.
-
Initiate and review purchase requisitions, receiving documentation, invoices, purchasing-card or other authorized transactions, and related records in accordance with procurement, financial, and asset-control requirements.
-
Operations & Technical Support
-
Provide advanced diagnostic support for electronic systems on revenue/non-revenue vehicles, fare collection, communications, and facility electronics.
-
Install, configure, test, and validate components and firmware; interpret schematics, waveforms, and troubleshooting data.
-
Support enterprise hardware and software used by technicians and shop operations; perform or coordinate troubleshooting of endpoint, device, network, communications, and application issues and escalate to the appropriate Technology Services operating unit when needed.
-
Assist with configuration and support of public safety/trunked and P25 radio systems used in transit operations.
-
Implement approved technology changes and maintain required documentation in accordance with Technology Services change-management, cybersecurity, and CAB procedures.
-
Safety & Compliance
-
Model and enforce OSHA/NIOSH safety protocols, required PPE, and Lockout/Tagout (LOTO) procedures.
-
Conduct and document shop/facility safety inspections; report hazards, near misses, and incidents; ensure corrective actions are completed.
-
Maintain compliance with safety-sensitive requirements under Oklahoma law and EMBARK policy.
-
Verify tools and diagnostic equipment are maintained, calibrated, and used per manufacturer guidelines.
-
Documentation & Reporting
-
Review, assign, and monitor technician work through the IT Service Desk and other approved tracking tools; ensure applicable maintenance work is accurately recorded in M5, including parts, labor, timestamps, and fault codes.
-
Maintain clear linkage between Service Desk tickets, M5 work orders, and related technical records when multiple systems are used to assign, document, or close work.
-
Maintain equipment history records; analyze repeat failures and warranty claims; recommend corrective actions.
-
Track Field Technology parts and material usage; coordinate parts requests and returns; identify obsolete or warranty-eligible components; and ensure equipment changes are reflected in required work and asset records.
-
Prepare status updates, KPI dashboards, and technical summaries for leadership and stakeholders.
-
Communication & Stakeholder Engagement
-
Coordinate work with Maintenance, Facilities, IT, and external vendors to schedule inspections, upgrades, and specialized repairs.
-
Provide technical support during road calls, service disruptions, and facility outages; communicate timelines and risks.
-
Deliver clear briefings to non-technical personnel on equipment status, safety considerations, and operational impacts.
-
Training & Development
-
Organize and deliver initial and ongoing technical training for Electronic Technicians, including safety refreshers and OEM/manufacturer-led courses.
-
Ensure technicians stay current on software/firmware updates, diagnostic methods, and best practices in transit electronics.
-
Evaluate training effectiveness and close identified skill gaps through coaching and targeted development plans.
-
Technology Services & IT Support Capabilities

• Maintain proficiency across core Technology Services Playbook duties and provide cross-functional support as operational needs require.
• Perform Tier 1 and Tier 2 troubleshooting across endpoints, applications, onboard technology, communications, network connectivity, and related field systems; isolate faults and escalate appropriately.
• Configure, deploy, update, and support computers, tablets, mobile devices, peripherals, accounts, access, and device configurations using approved enterprise tools and assigned permissions.
• Support wired, wireless, cellular, IP, and onboard networks; participate in approved software, firmware, patching, configuration, deployment, testing, validation, and system-update activities; coordinate with Infrastructure when advanced engineering, security, or administration is required.
• Use the IT Service Desk, MDM, remote-support, asset, maintenance, diagnostic, and administrative tools; maintain clear technical documentation, knowledge articles, procedures, and training materials; and follow Technology Services standards for cybersecurity, change control, escalation, documentation, and closure of assigned work.

KEY PERFORMANCE INDICATORS (KPIs)

• PM Compliance: ≥ 95% of scheduled PMs completed on time and to EMBARK/OEM standards.
• QC Pass Rate: ≥ 95% first-pass quality checks with ≤ 3% repeat failures within 30 days.
• Work Order Accuracy: ≥ 95% complete and accurate entries (labor, parts, codes) within 72 hours of job close.
• Safety: Zero LOTO violations; report all hazards/near misses; maintain organized, hazard-free workspaces.
• Training: 100% of technicians meet annual required training hours and certifications.

MINIMUM QUALIFICATIONS

• Education: Electronic focused education or equivalent (e.g., accredited certificate or military electronics training, etc).
• Experience: Minimum three (3) years in electronic maintenance/repair; at least one (1) year of IT support experience; and at least three (3) years of progressively responsible supervisory experience. Supervisory experience must include employee scheduling/timekeeping and performance management; demonstrated experience with budget or expenditure tracking is required.
• Experience supervising represented employees or working under a collective bargaining agreement is preferred.
• Skills:

-
Electronics & IT Support: Troubleshoot electronic, computer, endpoint, network, communications, and field technology systems; read schematics and technical documentation; use diagnostic and enterprise IT support tools; configure and support computers and mobile devices.
-
Supervision & Administration: Assign and prioritize work; administer schedules, timekeeping, attendance, and overtime; conduct performance management; track budgets and expenditures; and maintain accurate technical and supervisory documentation.
-
Communication & Labor Relations: Communicate technical and administrative information clearly; coach and develop employees; work effectively with represented employees and ATU representatives; and coordinate across departments and vendors.
-
Knowledge:
-
Endpoint support, TCP/IP networking, wireless/cellular communications, Active Directory, MDM, remote-support tools, IT service management, cybersecurity, and change management.
-
Electronic maintenance, diagnostics, preventive maintenance, and field technology systems.
Employee timekeeping, attendance administration, performance management, budget/expenditure tracking, purchasing/procurement, labor relations, CBA administration, and basic project management.
-
License: Valid Oklahoma driver’s license; ability to obtain/maintain Class B CDL with Passenger (P) endorsement within first year of employment if required by policy.
WORKING CONDITIONS

• Work occurs in both indoor shop and outdoor environments with exposure to heat, cold, humidity, rain, dust, fumes, gases, and noise.
• This is not a standard 8:00 a.m.-5:00 p.m., Monday-Friday position. Direct reports may be scheduled across a 24-hour operating environment, including nights, weekends, and holidays.
• The supervisor must adjust their work schedule as needed to provide effective supervisory presence, respond to operational issues, support after-hours events, and maintain accountability across assigned shifts.
• Frequent proximity to moving machinery, vehicles, power tools, energized electronic systems, and elevated work areas.
• Occasional local and out-of-town travel is required; work beyond normal hours may also be required for training, outages, deployments, system analyses, or other operational needs.

PHYSICAL REQUIREMENTS

• Ability to kneel, crawl, sit, work at unprotected heights; bend, stoop, twist, squat, reach; access confined spaces; climb stairs; walk and stand for extended periods.
• Strength to frequently lift, push, pull, or carry components up to 50 lbs. without mechanical assistance; higher loads with assistance or devices.
• Fine motor skills and hand–arm steadiness for intricate repairs and use of small diagnostic equipment; near vision sufficient for reading labels and schematics.
• Hearing sufficient to understand and communicate by phone and in person, recognize safety signals and alarms.
• Must obtain and maintain a valid Oklahoma DOT physical examination certification

PRE‑EMPLOYMENT REQUIREMENTS

• DOT Physical & Drug Screen: The successful applicant must pass a Department of Transportation (DOT) physical examination, which includes a drug screen.
• Background Check: EMBARK will conduct a background investigation/verification. Applicants will be provided contact information for any third‑party reporting agencies used to collect background information as part of a conditional offer of employment.
• Substance Abuse Policy: Applicants will receive a copy of EMBARK’s Substance Abuse Policy upon conditional offer and acceptance, and before any health screen/physical examination and drug test.

DRIVING RECORD STANDARD

• Positions that require operating a COTPA vehicle may be disqualified by three (3) or more moving traffic violation convictions (excluding parking tickets) within the last two (2) years.

APPLICATION GUIDELINES

• Provide at least three (3) years of employment history, including reasons for leaving each position.
• Explain all gaps in employment history.
• Provide contact information for current and previous employers.

EQUAL EMPLOYMENT OPPORTUNITY & ACCOMMODATIONS

• EMBARK is an equal opportunity employer and values diversity and inclusion.
• EMBARK does not discriminate against any applicant or employee based on race, color, creed, national origin, ethnicity, religion, sex (including sexual orientation and gender identity/expression), age, genetic information, disability, or political affiliation.
• If you require reasonable accommodation during any part of the hiring process, contact the Human Resources Department at (405) 297‑1588.

VETERANS PREFERENCE

• A five‑point preference will be awarded in the initial scored selection process for honorably discharged U.S. military veterans.
• Qualified applicants must submit a copy of DD Form 214 indicating discharge type/character of service in person, by mail, or by fax at (405) 316‑3346.

SAFETY‑SENSITIVE CLASSIFICATION (UNITY BILL)

• This position is designated safety sensitive under the Oklahoma Medical Marijuana and Patient Protection Act, 63 O.S. § 427.1 et seq. (OSCN 2019), effective August 29, 2019.
• Employees in safety‑sensitive positions may be subject to disciplinary action up to and including termination if they test positive for marijuana components or metabolites, even if they possess a medical marijuana license.

FORMER EMPLOYEES

• To participate in the selection process, former employees must be eligible for rehire.
• If you are unsure of your rehire status, contact EMBARK Human Resources at (405) 297‑1558.
• If your rehire status is coded “Not Eligible,” “Eligible 3,” or “Conditional,” you must request a review of your rehire status.