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Lead Operations Technician

USA

 

 

Who we are...

Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities. 

 

Culture 

 

Verra Mobility Corporation is a rapidly-growing, entrepreneurial company that operates with a people-first philosophy and approach. The company lives by its core values—Do What’s Right, Lead with Grace, Win Together, and Own It—in everything it does for its customers and team members. The company seeks to grow aggressively, both organically and through acquisition, to continue to be the undisputed market leader with these five core competencies: bias for action, customer focus, teamwork, drive for results, and commitment to excellence.

 

What you’ll be doing… 

As a Lead Operations Technician, you will hold a pivotal role in our Field Services Organization, acting not only as a subject matter expert but also as a leader dedicated to enhancing operational efficiency and service quality. Your responsibilities will include managing the incident and repair ticket queue, ensuring that we meet our service level agreements (SLAs) and maintain high customer satisfaction. You will analyze trends in incidents and errors, facilitating continuous improvement by identifying and rectifying root causes to prevent recurrence. 

  • Take charge of sophisticated problem-solving initiatives, leveraging your expertise to tackle complex equipment-related issues. Collaborate closely with field technicians to ensure swift recovery actions are implemented, focusing on minimizing downtime and optimizing performance. 
  • Oversee the incident and repair ticket queue, ensuring that all issues are prioritized, addressed, and resolved within established service level agreements (SLAs). Implement processes for tracking and responding to incidents efficiently, ensuring a seamless workflow. 
  • Proactively manage scheduling to ensure adequate resource coverage that meets the dynamic demands of the business. Work closely with team members to facilitate work-life balance while maintaining operational readiness. 
  • Develop, document, and communicate updates to operational processes to the team. This includes creating user-friendly manuals and training materials to ensure clarity and consistency in operations across the organization. 
  • Responsible for providing dedicated support to vendors and temporary employees, ensuring they are properly onboarded, trained, and supported to perform their roles effectively. 

 

What we’re looking for… 

You are an enthusiastic problem-solver, dedicated to collaboration and committed to delivering exceptional results. Your strong analytical skills empower you to make quick, effective decisions in complex field support scenarios. Excellent communication skills, both verbal and written, enable you to relay intricate information to diverse teams and stakeholders with clarity. You thrive in fast-paced environments, adeptly juggling multiple priorities while upholding a detail-oriented and quality-driven mindset. 

  

You’ll need to have: 

  • Bachelor’s degree or four or more years of work experience. 
  • Four or more years of related work experience 
  • Experience in IT Support, Customer Service, and/or Project Management. 
  • Strong background in a command center and/or field services environment, along with hands-on experience in troubleshooting technical issues. 

Even better if you have one or more of the following: 

  • Experience as a Senior Operations Technician 
  • Senior or Lead Field Services Technician Experience 
  • Event Processing Specialist III or Lead Event Processing Experience 
  • Experience and Knowledge of Verra Mobility products and and/or it’s clients 
  • Experience using Alcyon, Axsis, Service Now, or related tools. 

Where you’ll be working 

In this remote role, you'll have the flexibility to work from home full-time, allowing you to create an optimal work environment. You’ll also have regular check-ins and team meetings scheduled through virtual platforms to ensure collaboration and support 

Scheduled Weekly Hours 

40 Hours 

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

  • Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
  • Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
  • Lead with Grace. We express humility and compassion, and we are authentic and candid. Our employees demonstrate self-awareness, care for others, instill trust, and communicate effectively.
  • Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. 

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