Job Title : Field Technician
Department : WS
Expected Weekly Hours : 40
Location : Irving, TX 75063
Position Summary
This position is responsible for providing technical support for customers (end users) onsite / remotely across a business / enterprise level product portfolio. If you enjoy customer facing and relationship-based work involving reducing customer down time due to product technical issues, this position is for you!
Duties and Responsibilities :
- Become an expert in the assigned specs / operations of the client's hardware and software services product line
Integrate technical knowledge and business understanding to create solutions for customer (end user)
Provide ongoing ideas on improvement in the field of remote engineering teamsRemotely resolve technical issues from customer's contacts and proactive notification systems ("predictive care"), which includes product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in generalResponsible for implementing part or all the technical solution to the customer, in accordance with an agreed technical design and following the client's Remote Technical Support processesUnderstand, analyze and triage customer technical issues / problems and develop and implement a corrective action plan
Work with the field support engineering team to trigger an onsite interaction (parts and / or field dispatch) if the customer technical issue cannot be fixed remotelyCollaborate cross functionally in order to provide End to End professional complete solution to customersBe available for occasional standby after-hours technical support based on a rotation schedule, with expectation of covering at least one shift each month, supporting 24x7 and 18x6 customer entitlementProvide customers status and final reports on troubleshooting efforts (e.g., 5-step process), root cause analysis and ultimate solution as neededPerform other duties as neededEducation and Credential Requirements
High School Diploma, GED or Equivalent, Hardware Technology Training / College degree preferredEligible to work in the US without RLA sponsorship for employment visa statusExperience Requirements
3 years of experience in a field technician / technical customer service roleExperience working on high pressure customer facing tasks (onsite, remote or hybrid)Experience troubleshooting various business system software applications (SaaS) e.g., networking, servers, CRMs, ERPs, etc.Experience troubleshooting various business system hardware equipment e.g., computers, printers, networking devices, etc.Experience working with sales and customer service personnel and a customer ticketing systemExperience following hardware and software installation and configuration SOPsSkills Requirements
Ability to read, write, and speak English proficientlyHigh proficiency using productivity software such as M365 (Word, Outlook, Excel, PowerPoint, Visio, Teams and SharePoint)Ability to use project / program management principles and methodologies to consistently meet task deadlines, triage changing priorities, and track issues to resolutionAbility to collaborate across diverse teams with a customer service mindsetWork Environment
The position typically operates in a standard office environment and / or from employee's homeMUST be fully vaccinated to be considered for the roleDress : Business Professional : Black slacks and blue collared shirt.Be able to lift and / or move up to 50 poundsPay Range : $32.85 per hour
Salary : $33
