Field Support Technician

Tasks

• Maintain current instruction manuals for vehicle up-fitters to properly install complimentary component
• Attend field worker training on new Devices and project rollouts
• Provide lifecycle management of services pertaining to the mounting requirements for field support installations
• Consult with the third-party supplier and the Customer to specify and update the vehicle dock kit specifications to reflect changes and updates to the vehicle mounts kits
• Obtain written ergonomic and safety approval from the Customer’s Fleet Services department, such department being responsible for vehicles and equipment, prior to introducing changes to vehicle kit mount components
• Manage builds tailored to the field-based laptop business function
• Provide the repair and reimage of field Devices
• Manage Service delivery with the logistic provider to move Devices throughout the service territory
• Stock a working inventory for break/fix swap outs
• Provide vehicle mounting services, including installation work and incremental expansions of vehicles with respect to field-based equipment
• Consult with the applicable third-party suppliers to specify and update the vehicle dock kit specifications to reflect changes and updates to the vehicle mounts kits, including modems, antennas and peripheral Devices
• Obtain written ergonomic and safety approval from the Customer’s Fleet Services department prior to introducing changes to vehicle kit mount components
• Consult with the applicable third-party supplier and update the laptop dock component in all field installation kits to reflect retired dock models and their replacement
• Consult with the applicable third-party supplier and update the vehicle kits’ electronics and power components to reflect retired models and their replacements
• Review and make accommodations for any changes in wiring or cabling that could result from any of the above kit component changes
• Provide Lifecycle management of services pertaining to the video capturing requirements for field support installations;
• Consult with the applicable third-party supplier and determine a lifecycle replacement schedule (for example, yearly as vehicles are replaced to allow for replacement of retired video camera with a new model)
• Provide lifecycle management of services pertaining to the code blue Devices field support installations
• Consult with the applicable third-party supplier update the vehicle kits to reflect code blue switch re-designs in order to begin utilising the new replacement part during yearly vehicle replenishment unfitting activities
• Provide lifecycle management of services pertaining to the AVLS (Modem) Devices, configurations and testing for field support installations
• Consult with the applicable third-party supplier and update the vehicle kits’ communications modem mount plate to reflect retirement of styles and/or models with the replacement style
• Review and make recommendations for any changes in wiring and/or cabling that could result from introduction of new modem style, including communication port
• Provide the necessary testing process to ensure the new model operates with the field application
• Investigate as needed and provide findings confidentially as related to AVLS (GPS Locations) and DriveCam videos and photos
• Provide the modem activation and deactivation
• Provide on-site services at multiple locations throughout the Customer’s service territory on items specific to the field-based Service Recipients (e.g., vehicle mounts, modems, touch screen displays, vehicle wiring kits)
• Recommend to the Customer means for improving the incumbent repair process, including efficient, cost-effective solutions that minimize the impact to the Customer’s field-based Service Recipients and Services
• Take reasonable care over specialized tools to ensure they are not lost, stolen or broken
• By exception only, where operational business criticality requires, attend vehicles that require support in the field (the usual arrangement is that vehicles that require support will go to the nearest designated site, as described in row 32 below
• Communicate, in person, the latest status and/or resolution to the end user.
• Update the ticket with the asset management data, as appropriate.
• Update and close the ticket.