Job Description

The Field Support Engineer (FSE) is responsible for providing a positive support experience for our customers, integrators, and channel partners. The FSE will be trained to become a product expert and provide technical support for both our customers and Business Development Managers (BDM). The FSE will support the BDM’s with site designs, site surveys, and commissioning of customer sites.

Responsibilities

• Represent the company as the first voice/face of support on all technical issues.
• Provides guidance and assistance to customers in all matters related to Spotter systems.
• Travels to remote radar sites to perform specialized maintenance and troubleshooting, as necessary.
• Performs training for operational users on Spotter interfaces
• Develops new documentation to improve the end user's ability to operate and maintain their Spotter system.
• Perform skilled technical work in the installation, maintenance, repair, modification, and testing of Spotter systems.
• Solicit or suggest changes to deployed Spotter systems where deficiencies are noted.
• Assist in the issuance of service desk requests, processing of RMA’s, facilitation of communication amongst BDM’s and administration of manufacturing orders.
• Authoring of site designs, site surveys and final designs for BDM and/or end-customers.
• Oversee and validate system installations, site acceptance testing, and commissioning of customer sites.
• Interpret site drawings and technical manuals to ensure products are installed correctly.
• Program systems using computer applications, mobile apps, basic IP addressing, etc.
• Other Duties as assigned by the Sales and Support Engineering Manager

Skills
The FSR position must embody the following soft skills:

• Excellent written and verbal communications, interpersonal, organizational, and analytical skills required Excellent interpersonal and relational skills
• English proficiency a must.
• Technical writing and authorship
• Ability to deliver training to end-customers
• Strong networking and/or computer technical aptitude
• Critical thinking and problem solving skills
• Self-motivated and able to envision what needs to be accomplished, and takes the initiative to volunteer for those tasks

Desirable Hard Skills:

• Networking competency
• IP Networks
• Ethernet Wiring
• Understanding Network Topology
• Security System Installation Skills
• Video and Camera systems
• VMS (Video Management Systems) exposure and experience
• Alarm Integration / Panel understanding
• Productivity Suite Tools
• Microsoft or Google Suites

Education

• Associates degree in a technical discipline or 3 years of active in-field service

Job Type: Full-time

Pay: $65,000.00-$80,000.00 per year

Benefits:

• Dental care
• Employee assistance program
• Life insurance
• Paid time off
• Vision care

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Education:

• Associate (Required)

Experience:

• Technical Field Support: 2 years (Required)
• Security system: 2 years (Preferred)

Willingness to travel:

• 50% (Required)

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