As the Field Engineer, you will perform service calls with minimal reliance on the Company's Technical Support Center (TSC) and provide technical support to Authorized Service Providers as an extension to the Technical Support Center. Will also support the Regional Field Manager (RFM) to qualify and certify the Authorized Service Providers in Field Manager's geographic region, provide overall quality assurance to all field activities and assist support on special projects as may be required by the Director of Field Services. Ensure achievement of Field Engineer's monthly field call volume targets while maintaining a high degree of customer satisfaction and overall delivery of quality service in the field.

Responsibilities:

• Train, and certify ASP to ensure understanding of the Company's quality standards
• Train Authorized Service Providers on specific procedures and products as required
• Provide leadership and coaching to Authorized Service Providers
• Maintain technical competence on all Company-supported equipment working with minimal reliance on the Company's TSC
• Install, relocate, provide technical support and/or repair indoor or outdoors, on-site or remotely to meet customers' requirements and maintain equipment to specifications
• Provide support to the Regional Field Manager on special projects
• Oversee the completion of special projects within agreed schedules
• Assume ownership of the completion of difficult projects, including supervision of other techs within Field Engineer's geographic area
• Receive and resolve technical escalations from other field personnel and the TSC as required
• Assist the Regional Field Manager(s) in achieving the overall targeted quality of field service and customer satisfaction
• Provide Company management with timely and accurate reports as assigned
• Identify field operations procedural and operational problem areas and communicate these problems back to the Regional Field Managers
• Instruct site personnel on proper equipment operation
• Identify and escalate potential customer issues to appropriate Company departments

Requirements:

To qualify for this position you will need an Associate’s degree in electronics or equivalent, within a minimum of seven years experience in Field Service on products generically related to those supported by the Company. Must have excellent interpersonal, communication, presentation and customer service skills. Must be detail oriented with the ability to work on a number of different projects. Must have a valid driver's license, with a satisfactory driving record and a personal motor vehicle that is reliable for business use. Extensive travel, the ability to work overtime as needed and be on call 24/7 required.

• General Knowledge on Telco wiring
• Experience in basic router command line interface commands
• Knowledgeable with Microsoft Office product
• Basic PC knowledge – know how to transfer data from one application to another
• Working toward a CCNA certification
• Knowledge of the OSI model
• Aptitude and willingness to learn new technologies on their own
• Know EIA pinouts
• Proper use of hand tools and test equipment used in data communications
• Experience in LAN/WAN topology equipment
  

Benefits:
In return for your hard-work and expertise, we offer a competitive compensation and extensive benefits package.