Job Description

Field Service Lead Analyst - Decatur, IL

Position Summary
This senior field-based technical role provides leadership and hands-on infrastructure and mobility support across ADM locations in a defined regional area. The position oversees PC, mobile, and hardware deployments; manages depot and inventory operations; and provides advanced troubleshooting and coordination for field services.
The role supports ADM’s manufacturing and office environments, ensuring all work aligns with GT Infrastructure Standards and safety practices. This is a hands-on leadership position responsible for guiding regional field service efforts, depot operations, mentoring JR team members along with daily coordination with all ADM field service teams.
Key Responsibilities
Regional Leadership & Coordination

Act as the lead technician for field service and infrastructure support across assigned ADM sites in the region.
Lead site readiness efforts for lifecycle projects, expansions, and upgrades.
Coordinate closely with ADM field service teams to meet project timelines, Priorities along with ensuring adherence to overall GT Infrastructure Standards.
Work directly with our managed service partners and other ADM support teams for installations, troubleshooting, and assigned work.
Mentor and guide junior technicians along with our managed service partner staffing on technical execution and troubleshooting.
Handle escalations and complex on-site or remote technical issues.

PC & User Compute Support

Perform imaging and setup of new PCs, including SCCM/Intune configuration, domain join, account setup, and initial user configuration.
Provide Tier 2 hardware troubleshooting, depot-level hardware repairs (motherboards, keyboards), and manage warranty repairs.
Support spare device management, lifecycle refresh, and replacement of damaged devices.
Manage shipping/receiving of hardware, including logging serials and tracking outbound shipments.
Oversee accessory swaps (keyboards, mice, docks) and monitor/headset inventory control.
Support local software incidents, reinstallation procedures, and escalation coordination.
Perform basic network troubleshooting for physical connections, patch cable testing, and port validation.
Maintain accurate asset and lifecycle tracking in ServiceNow or ADM-approved tools.
Provide local printer support including troubleshooting, consumables, coordination of vendor repair, and onsite replacements.
Support and maintain conference room and AV equipment including Teams rooms, video conferencing systems, and projectors.

Mobility Support

Process returned mobile devices, including secure data wipe and redeployment.
Administer loaner devices, spare pool, and local stock levels.
Manage legal hold administration for mobile devices, ensuring proper tagging and chain-of-custody that aligns to our agreed SOP.
Coordinate lost/stolen device workflows including terminations, and transfer processing.
Issue iPhones and other mobile devices from on-site stock, including SIM swaps and MDM enrollment (Intune/SOTI).
Track mobility inventory and generate required reports.
Partner with our Global Mobility team for issues with carriers.

NAHQ PC Depot Oversight

Manage depot operations including diagnostics, imaging, staging, repair documentation, and parts inventory.
Perform Dell-certified warranty repairs for PCs, laptops, tablets, and phones.
Oversee efficient depot workflows to minimize operational downtime and maintain readiness for hardware deployment.

Depot & Inventory Operations

Manage depot workflow for diagnostics, repair, reimaging, and staging of PCs, tablets, and mobile devices.
Oversee inventory control of PCs, monitors, headsets, and accessories, ensuring proper thresholds and reporting.
Manage device recycling and decommissioning, including data destruction and updating asset tools using our standard process, tools and programs in place.

Standards & Documentation

Ensure all fieldwork aligns with ADM GT Infrastructure Standards and safety policies.
Create and maintain SOPs for imaging, staging, shipping, mobility processing, and inventory management.
Document all work in ITSM platforms (ServiceNow) and maintain accurate service and inventory records.

Job Requirements

7+ years of IT field service or infrastructure support experience, preferably in enterprise/manufacturing environments.
Experience with:
- PC installs, hardware repair, and imaging.
- Mobility device configuration and MDM tools (Intune/SOTI).
- Asset lifecycle management: procurement, refresh, disposal.
- Inventory and depot operations.
- ServiceNow or similar ITSM platforms.
- Printer support and vendor coordination.
- Conference room/AV equipment setup and troubleshooting.
Familiarity with:
- Endpoint management tools (Intune, SCCM, Autopilot).
- Microsoft 365 (Teams, Outlook, Excel).
- Active Directory, PowerShell basics.
Dell repair certification preferred.
Ability to lift 40+ lbs., climb ladders, kneel, and work in plant/manufacturing environments.
Willingness to travel to ADM locations in the region on request and demand needs for adequate support.
Strong leadership, persuasive communication, and time-management skills.
Associate degree, technical certification, or equivalent work experience required.

Before applying for an exempt, non-exempt or hourly job opportunity, you are expected to initiate a discussion and share your intentions with your supervisor. * If you’ve been in your current position for more than 18 months, supervisor approval is not required. * If you’ve been in your current position for less than 18 months, verbal supervisor approval is required.
Hiring Manager- Brad Metzger
Recruiter- Sapna Upadhyay

City

Decatur

State

IL - Illinois

Location Country

United States

About ADM

At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We’re a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.

Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

The pay range for this position is expected to be between:

$71,100.00 - $133,300.00