Cornell is seeking a Field Service Technician to manage the installation process when we sell directly to the end user. Perform necessary installation activities and manage installation team. Provide technical support and system training to all customers for installation and troubleshooting concerns. Develop and maintain the installation documentation, system operation and customer training materials. Provide technical sales support to construction industry installation personnel, senior communities, sales and manufacturing to continually improve the quality, service and simplicity of installation of both our hardware and software products.

Duties & Major Responsibilities

• Establish and maintain a culture of customer-service and personal accountability within the Technical Support organization.
• Provide technical assistance and training to customers as required in the quotation, installation, operation and troubleshooting Cornell products
• Communicate clearly
• Interpret installation and wiring diagrams to assist sales in the quotation of projects.
• Manage day-to-day activities of the installation and support teams, including resource scheduling and task prioritization.
• Act as the liaison between the sales, manufacturing, and support teams during Inform implementations.
• Manage customer issues from start to finish with detailed information and documentation entered into the company help desk system
• Initiate the RMA process where necessary and follow the process till completion including ordering replacements of equipment and handling return of hardware.

Technical Knowledge / Skills

• Ethernet communications (both wired and wireless).
• Low voltage communications and related applications such as building security, access control, intercom, fire alarm, facility management, etc.
• Microsoft Windows and Linux server environments.
• Android, iOS, and Windows Mobile client environments.
• Relational databases and SQL.
• Technical troubleshooting.
• Project management.
• Process mapping.

Physical Requirements

• Ability to climb ladders and stairs
• Stand and walk for long periods of time throughout the work day
• Comfortable working in basements and attics of structures both finished and different stages of the construction process. May also require working outside in different temperatures
• Ability to lift up to 50 pounds
• Use hand tools including cordless/power drills, screwdrivers, and other hand tools