What are the responsibilities and job description for the Field Engineer position at WSI Technologies?
Job Description | Field Engineer
Classification: Hourly, Non-Exempt
OVERVIEW
WSI Technologies (WSI) provides our customers with mission critical intelligence products and services, offering public safety and child advocacy professionals the power to access information and collaborate in real time to better serve their communities. We are proud to have been named a 2023 SBDC Small Business of the Year Award Winner as well as recognized by the Indiana Tech community as a 2023 MIRA award nominee in the Exceptional Employer category.
JOB DESCRIPTION
Reporting to the Manager, Technical Implementation, the Field Engineer is responsible for performing high quality installations to ensure WSI Technologies’ products and solutions perform flawlessly at any of our enterprise, public safety, and local county customers. This role is also responsible for providing timely support of Tier 2/3 break-fix requests, and ensuring response times comply with customer’s SLAs.
Responsibilities include configuring MS desktop and server operating systems along with WSI Technologies software applications, via onsite direct connect and remote desktop connections to provide immediate support. You will be required to communicate directly with customers via phone, email, and/or messaging applications, to coordinate and update on installation and repair efforts, while ensuring those communication details are relayed in a timely manner to the appropriate WSI Technologies staff.
The successful Field Engineer is a continuous learner who is always seeking product knowledge through various media, and growing their technical and customer service skills. This key role focuses across all WSI Technology solution offerings and drives business results through improved technical support closure times, the reduction of project timelines leading to faster revenue recognition, and increased customer satisfaction.
POSITION RESPONSIBILITIES:
- Provide clients timely and professional system installation and maintenance services on-site and remotely
- Understand and commit to following Technical Operations processes, system documentation, and meeting Service Level Agreements (SLAs), and follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Collaborate with project management and customer experience team to coordinate scheduling, work portfolio process, barriers, and efficiency opportunities
- Collaborate with Sales, Solutions Engineering, and Sales Engineering to evaluate pre-sale design, provide sales solution selling support, and validate quotes for accuracy
- Leverage strong working relationships with internal Project Managers to ensure client project risk management and timely client installations and support
- Highly responsive to customer needs with a sincere desire to help others
- Develop and maintain excellent customer relationships that lead to referrals based on professionalism, service quality, and technical knowledge
- Coordinate with Technical Support and Implementation teams to provide troubleshooting and client engagement support
QUALIFICATIONS:
- Experience with multi-platform Windows O/S required.
- Solid analytical/cognitive skills able to troubleshoot complex technical problems.
- Certification in relevant IT products/technologies (NICE or other telephony systems), CompTIA (A , Network , Server and Security certifications and/or Microsoft Certified IT Professional (MCITP), CCNA highly desired
- Active Directory and Exchange preferred
- Experience using ITSM Ticketing Tools (e.g. ServiceNow or similar ticketing systems to manage and track incidents)
- Excellent problem solving and communication skills
- Must be able to spend long periods of time on ladder for wiring/cabling required during installations and repairs
- Must be able to routinely lift 70 lbs of computer equipment during installations and repair
- Bachelor’s Degree in a technical or business-related field (Computer Science, Mathematics, Engineering, Business Administration preferred)
- Ability to travel as necessary, up to 80-85%
