Field Service Engineer - Boston
The Field Service Engineer provides multi-brand, on-site technical support for all company' s products to end users, contractors, engineers, field technicians, and others. This role provides total system-level troubleshooting, installation, maintenance and service repair needs on company lighting and controls equipment. Services include but are not limited to the startup of company Controls systems: job walkthroughs, project management, system programming, troubleshooting, and end-user training.
The ideal candidate is bright, technically proficient, customer-focused, and self-motivated. The individual must possess a professional demeanor, be results-oriented, and demonstrate excellent technical and communication skills. Please note, this position requires up to 80% overnight travel, based on business needs.
Education/Experience: Associate’ s Degree or Technical Degree or equivalent; 2 to 4 years applicable experience plus the education listed above. Qualifications: Experience supporting and troubleshooting lighting and lighting controls systems; Experience troubleshooting electrical systems and the use of electrical diagnostic equipment such as mulitmeters and oscilloscopes; Must be able to read and understand electrical plans, specifications, and installation documents; Highly organized and able to function in a fast-paced work environment; Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner; Process-oriented and creative problem solver; Computer networking skills
Preferred Experience: Associates or Bachelor’ s degree with a focus in Electrical/Mechanical Engineering; Understanding of DMX protocol is preferred.
Other Key Responsibilities: When not at customer sites, responsibilities include providing remote technical support via phone and email to internal and external customers; Maintain customer service logs and internal service records in a timely manner; Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction; Utilize the escalation process to resolve customer service delivery issues and conduct root cause analyses that will lead to effective problem solving.
Compensation and Benefits:
Highly competitive salary with OT available, bonus potential and mileage reimbursement. Complete corporate benefits to include major medical, dental and 401(k).