Job Summary

The Field Engineer is an entry level position responsible for handling onsite service and installation requests, configuring equipment, validating configurations of equipment deployed while working with a Sr level engineers. This role involves ensuring adherence to field engineering processes, maintaining product quality, and contributing to the testing of new products and features.

Essential Duties & Responsibilities

• Provide on-site support and installations for our clients.
• Perform diagnostics, resolve technical issues, and ensure all technical challenges are addressed quickly.
• Troubleshoot issues and ensure systems are fully operational according to specifications.
• Serve as the primary technical contact for clients during on-site operations.
• Work with clients during escalations when needed.
• Work closely with other engineers, project managers, and vendors to ensure timely project execution.
• Ensure all work complies with safety, quality, and are up to industry standards.
• Ensure customer satisfaction through consistent and effective communication.
• Review and maintain technical documentation related to the work completed while maintaining accurate records of site visits, equipment and services performed.
• Provide regular updates to the project management team regarding the status of on-site project work.

• Execute other roles and duties as assigned.

Minimal Key Performance Indicators

• Time to deploy products/features
• Product documentation
• Revenue installed
• Client Surveys
• Installation defects (# of tickets for period of 2 weeks after install)
• Recurring Cases
• Ticket SLA
• Timesheet Reporting
• Availability

Competencies

• Excellent verbal, written, interpersonal & presentation skills.
• Experience with various technologies within the service provider environment.
• Experience installing/configuring various technologies and equipment.
• Excellent interpersonal skills and the ability to communicate effectively to diverse audiences.
• Comfortable with handling escalations.
• Ability to multi-task while under pressure.
• Relationship-building with customers.
• Ability to think and react critically and creatively when dealing with the unexpected
• Positive, results-oriented attitude and demeanor.
• Strong decision-making and problem-solving skills, including the ability to assimilate information, identify issues and assess solutions.
• Strong conflict resolution and negotiation skills with the ability to influence key decision makers.
• Ability to solve practical problems, provide clear and concise resolution in a timely manner, with an exceptional understanding and commitment to exceeding customer expectations.
• Motivational team player.
• Organized & detail oriented, especially in a fast-paced, empowered environment.
• General technology background & commitment to learning ComTec products in a detailed manner.

Education/Experience

• Ability to regional travel up to 95%.
• Experience in the technology industry preferably configuring hosted services.
• While we value a college or vocational degree or certification, we do not have a specific educational requirement.
• Experience in any real-world business environment will be beneficial to the candidate.
• Knowledge of voice, network, and contact center services and products a plus.

Your Career Path

As a Field Engineer, you have multiple paths you can take at ComTec. You can move up through the tiers of the Engineering team. Lateral moves to other ComTec divisions exist including Solution Engineering, etc.  

EOE