Network Field Technician

Job Title: Field Network Engineer

Department: Service/Installation

Reports to: Service Director

About Flower City Communications, Inc.

Flower City Communications, Inc. (dba Flower City Communications & Security) supplies and installs wireless communications equipment and security solutions for customers with specialized needs. We provide services including sales, installation, maintenance, and repair of two-way radios, IP-based communication systems, wireless data systems, security cameras, door access control and related solutions. Flower City is committed to the core values of Integrity, Professionalism, Teamwork, and Family, ensuring that our customers’ needs always come first.

Basic Function

This combined role requires an adaptable, technically skilled individual capable of managing various responsibilities such as technical support, fieldwork, equipment installation, troubleshooting, customer service, and team leadership. The role is split between providing technical expertise in both the service and installation departments while supporting RF communication systems, radios, and security solutions. Responsibilities include working in-house, on-site with customers, troubleshooting, and performing repairs across a variety of communication and security systems.

Responsibilities

Networking & Technical Support

1.                  Program and set up radios, communication systems, and network components such as routers, switches, and firewalls based on customer specifications.

2.                  Install and maintain two-way radios, base stations, repeaters, antennas, microwave links, dispatch consoles, and mobile installations.

3.                  Stage and prepare communication equipment for customer projects and internal use (ie: customer demos).

4.                  Troubleshoot and repair communication systems such as wide-area radio networks, trunked radio systems (P25, DMR, MotoTRBO), and wireless data systems.

5.                  Provide support for customer radio communication needs, addressing issues related to radios, IP-based systems, and related technologies.

6.                  Perform bench service and field service independently, ensuring minimal downtime for customer systems.

7.                  Provide technical guidance and training for customers on proper use of communication equipment and systems.

8.                  Manage ongoing fleet programming for customer radios and ensure the equipment is up-to-date.

9.                  Provide troubleshooting support for security systems, including cameras, door access systems, wireless communication, and related equipment.

10.              Manage company vehicle inventory and ensure tools and equipment are maintained and organized for field service work.

Team Leadership & Project Management

1.                  Lead and support small teams of technicians, ensuring tasks are completed efficiently and according to customer needs.

2.                  Work closely with the sales team to design and implement solutions tailored to customer needs, ensuring alignment with budgets and technical requirements.

3.                  Manage inventory, tools, and materials required for installations and service, ensuring accurate tracking and timely completion of projects.

4.                  Provide on-call service for customers and ensure that urgent issues are addressed promptly and professionally.

5.                  Collaborate with internal teams and customers to troubleshoot and resolve complex issues, ensuring high levels of customer satisfaction.

6.                  Train team members and customers on new products and technologies as they become available, and display interest in being trained yourself on new products and technologies.

7.                  Document all services performed, materials used, and time spent using the company CRM and other tools.

Commitment to Excellence

1.                  Complete ongoing training and certifications in relevant technologies, including Motorola, Axis, Avigilon, Aruba Networks, and RF communication systems.

2.                  Provide customer feedback to the Service Director and Sales Account Managers to improve service offerings.

3.                  Maintain a professional and positive attitude, representing the company in a manner that reflects the company’s core values.

4.                  Be available to travel for out-of-area assignments, including overnight trips as required.

5.                  Ensure that safety protocols are followed during all installation and maintenance activities.

Skills & Qualifications

1.                  Strong technical background in RF communication systems, wireless communication, security cameras, access control and related security solutions.

2.                  Proficient in troubleshooting, diagnosing, and repairing two-way radios, communication systems, and related equipment.

3.                  Familiar with trunked radio systems, P25, DMR, IP-based systems, and networking components.

4.                  Strong computer skills, including the ability to program and diagnose communication systems.

5.                  Ability to lift up to 50 pounds without issue.

6.                  Excellent communication and customer service skills.

7.                  Experience with hand tools, power tools, and bench service for electronic systems.

8.                  Proficient in Microsoft Office (Outlook, Word, Excel) and CRM tools.

9.                  Valid driver’s license with a clean record.

10.              Ability to pass background checks and drug screenings for certain clients.

11.              Provide your own basic hand tools. A list can be provided and specialized tools for the trade will be supplied.

12.              Must be able to be "on-call" to respond to urgent customer needs during select times (2-3 times per year).

Education & Training

1.                  High school diploma required, with a preference for a two-year degree in electronics or related field.

2.                  Relevant certifications in RF communication, Motorola Solutions, R56, and other industry standard credentials are highly desirable.

3.                  Ongoing training for new technologies, including Motorola, Avigilon, Cradlepoint, Axis, Aruba Networks, and RF systems certifications.

Experience

1.                  Proven experience in the installation, troubleshooting, and repair of two-way radios, security and communication systems, and other related equipment.

2.                  Experience with wireless communication systems, IP-based systems, and network components.

3.                  Hands-on experience with RF equipment, including repeaters, antennas, and base stations.

4.                  Having worked directly with end users is a plus.

5.                  Background in sales engineering support or providing customer-focused technical solutions is a plus.

Flower City Communications, Inc., is an Equal Opportunity Employer and adheres to all laws under the EEOC and New York State.