Implementation Specialist / Field Engineer
Job Type: Full Time / Permanent
POSITION SUMMARY: The Field Engineer is responsible for equipment installation, go live support, technical support, customer operations, equipment upgrades, and field service-related activities with new and existing clients.
KEY RESPONSIBILITIES: Installation of new equipment and add-ons at customer sites. • Setup of equipment (HB, UI, Tugs, Network, Elevator, Mapping) • Contact customer of schedule. (ETA, Dates, Times) • Maximize customer satisfaction and value from our products. • Monitor project responsibilities and ensure timely task completion. • Prepare issue analysis, status updates, and special reporting to the client team on a regular basis. • Maintain a high level of communication with Project Managers via written reports, phone and email. • Must be able to lift and carry sixty pounds. Provide go live support at customer sites. • Provide focal point project contact for client communications and escalation of customer issues. • Establish timely, clear task and project expectations. • Provide training to clients using train-the-trainer education methodology • Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution. Provide customer support. • Perform necessary upgrades at customer sites. • Analyze and accumulate product enhancement recommendations to provide customer feedback to the product development team. • Capability to assist in resolution of discrepancies between user policies and software functionality through technical solutions or policy re-engineering. • Be available for travel to customer sites for issue resolution in an emergency situation on short notice.
MINIMUM JOB REQUIREMENTS: Education / Training: • Bachelor of Science in Computer Science, Engineering, Industrial Technology, or related field or Associates Degree with product experience. Specialized Knowledge/Skills: • Proficient in Linux/Unix • A solid understanding of network communications technology – Internet, Intranet, VPN, TCP/IP, Ethernet, etc. • Ability to troubleshoot and repair mechanical hardware / electronic components. • Strong technical and analytical skills • Strong interpersonal and communication skills • Robotic integration and optimization of workflow processes • Automation experience is a plus
TRAVEL: • Position requires overnight national travel. • Occasional weekend work may be required.