Job description

Description

The Elevator Pitch

Are you highly committed to delivering exceptional customer service and building strong, long-lasting relationships with clients? Do you enjoy working closely with clients and colleagues to troubleshoot technical issues and provide effective solutions that minimize downtime and ensure optimal performance?

As a Field Service Engineer (FSE), you will help us ensure a seamless customer rollout of our life saving products. You will help our services team support product demos and installations, as well as provide maintenance, upgrades, and repairs to existing field units.

Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing?

In the first 30 days, you will:

• Begin product technical training on the products you will be working with, as well as the tools, equipment, and software you will use in the field.
• Begin to support and help close top tier opportunities in North America
• Attend orientation sessions to learn about the company's values, policies, and culture, and meet their team members and colleagues.
• Shadow a more experienced field service engineer to observe their work, learn from their expertise, and familiarize themselves with the typical tasks and challenges of the job.
• Begin building relationships with customers, assess their needs, and answering any questions or concerns they may have.
• Start performing basic field service tasks, such as installing, maintaining, and repairing equipment, and documenting their work in service reports or other forms.
• Attend team meetings to discuss ongoing projects, share best practices, and receive feedback and guidance from their manager or supervisor.
• Learn about the company's internal processes and systems, such as inventory management, invoicing, and scheduling, and how to use them effectively.

Within 3 months, you will:

• Be taking the initiative in group and independent situations to ensure the company, you, and your customer are set up for success
• Be developing strong interpersonal relationships with teammates, sales executives, customer success managers, and other members of the company's revenue organization
• Have a strong understanding of the technical requirements of products
• Build a good rapport with our clients and create a lasting impression.
• Independently resolve 2-5 break fixes.
• Be excited about taking on more responsibility as you progress in your role
• Complete all required administrative tasks such as expenses, work orders, and RMAs.

By the end of the first year, you will:

• Demonstrate a thorough understanding of the system and software.
• Lead 2-4 special event support activities at strategic locations such as sports stadiums and large venues.
• Independently perform repairs on the product units.
• Assist in on-the-job training of new personnel and third-party service providers.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Timely completion of all assigned work orders.
• Shipping defective parts for RMA on a weekly basis.
• Effectively troubleshooting and resolving hardware and software issues in the field, utilizing wiring diagrams and schematics.
• Conducting hardware testing and replacement as needed.
• Performing scheduled software maintenance and upgrades.
• Training customer employees and security staff to a high level of satisfaction.
• Developing expertise in conveying technology and processes.
• Supporting Channel Partners in repairs and installations.
• Collaborating with customers, operations, engineering, and management as both an independent contributor and team player.
• Travel can be up to 50-80% of the time depending on customer needs; some of our customers operate on nights, weekends, and holidays, which means that on some occasions, our Field Service Engineer's will too.

What is the leadership like for this role? What is the structure and culture of the team?

• You will be joining the Field Service team. You will be joining a team of 7+ FSEs and report to the Field Service Manager
• The team culture is one based on building trust, collaboration, ongoing development through kindness, authenticity, courage, drive and fun!

Where is the role located?

• The location of this role is based in the Chicago/ Mid-West region

The Company is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We welcome and encourage diversity in the workplace, and all employment decisions are made without regard to race, color, religion, national, social or ethnic origin, sex (including pregnancy), age, disability, HIV Status, sexual orientation, gender identity and/or expression, veteran status, or any other status protected by law in the locations where we operate. Client will not tolerate discrimination or harassment based on any of these characteristics.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement

Experience level:

• 1 year
• 2 years
• 3 years
• 4 years
• 5 years

Schedule:

• Monday to Friday
• Weekend availability

Work setting:

• In-person

Ability to commute/relocate:

• Chicago, IL: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of Field Service Engineering experience do you have?
• Are you a U.S. Citizen?
• Are you a U.S. Veteran?
• How many years of troubleshooting and resolving hardware and software issues in the field do you have?

Experience:

• Training: 1 year (Preferred)

Willingness to travel:

• 75% (Required)

Work Location: In person

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