What are the responsibilities and job description for the Field Support Engineer position at Pioneer Square Brands?
Welcome to Pioneer Square Brands, a dynamic and innovative company at the forefront of the consumer goods industry. Committed to delivering high-quality products, we take pride in our dedication to excellence, creativity, and customer satisfaction. With a diverse portfolio featuring renowned brands (Brenthaven, Gumdrop, and VAULT), our mobile technology accessories ensure our customers achieve successful technology deployments. Our team comprises passionate individuals united by a shared vision to shape the future of our industry. If you are seeking a challenging and rewarding position in a fast-paced environment where your ideas are highly valued, join us at Pioneer Square Brands and become an integral part of our exciting journey.
Our Core Purpose: We ensure mobile technology works so that people can focus on what matters.
Our Core Values
We are actively looking for highly motivated professionals with a positive attitude who desire to be part of our growing team.
Field Support Engineer
Location: Onsite at High Point, NC with estimated 30% required travel
About The Role
We’re looking for a driven, technically curious Field Support Engineer to help shape the future of mobile point-of-sale (POS) solutions for our B2B clients. In this role, you’ll act as the vital link between sales and engineering—bringing your technical expertise to support customers at every stage of their journey.
From guiding prospects through the pre-sales process, to ensuring smooth pilot program rollouts, to delivering outstanding after-sales support, you’ll play a key role in driving adoption and maximizing performance of our innovative POS hardware. If you enjoy blending technology with customer engagement and want to grow your career in a dynamic, fast-moving industry, this is the role for you.
Job Responsibilities
Pre-Sales Support
Our Core Purpose: We ensure mobile technology works so that people can focus on what matters.
Our Core Values
- Genuine and Respectful
- Pride in Everything We Do
- Excellence through Innovation
- Obsessed with Customer Success
We are actively looking for highly motivated professionals with a positive attitude who desire to be part of our growing team.
Field Support Engineer
Location: Onsite at High Point, NC with estimated 30% required travel
About The Role
We’re looking for a driven, technically curious Field Support Engineer to help shape the future of mobile point-of-sale (POS) solutions for our B2B clients. In this role, you’ll act as the vital link between sales and engineering—bringing your technical expertise to support customers at every stage of their journey.
From guiding prospects through the pre-sales process, to ensuring smooth pilot program rollouts, to delivering outstanding after-sales support, you’ll play a key role in driving adoption and maximizing performance of our innovative POS hardware. If you enjoy blending technology with customer engagement and want to grow your career in a dynamic, fast-moving industry, this is the role for you.
Job Responsibilities
Pre-Sales Support
- Act as the technical expert during the sales cycle—answering questions, joining client meetings, and building confidence in our solutions.
- Build strong relationships with customers by actively engaging to understand their needs, challenges, and goals, and provide tailored solutions that deliver value and drive long-term partnerships
- Deliver engaging product demonstrations that highlight the power and capabilities of our mobile POS hardware.
- Customize technical proposals to align with each client’s unique needs.
- Partner with sales and clients to ensure smooth deployment and setup of hardware during pilot programs.
- Provide hands-on technical guidance to support integration with customer systems.
- Track pilot progress, resolve issues proactively, and help clients achieve business goals.
- Collect feedback from pilot users to inform product enhancements.
- Serve as the go-to resource for after-sales support, troubleshooting, and technical questions.
- Provide customer training on equipment use and maintenance.
- Log customer interactions, issues, and resolutions in the CRM system.
- Escalate complex technical issues internally when needed.
- Contribute to customer support materials (troubleshooting guides, installation videos, FAQs).
- Build and maintain deep expertise in our POS hardware—features, specifications, and technical capabilities.
- Collaborate effectively across cross-functional teams to ensure seamless communication, proactively troubleshoot issues, and deliver solutions aligned with customer needs.
- Stay current on industry trends, competitive products, and emerging technology.
- Translate technical concepts into clear, simple explanations for non-technical audiences.
- Support sales opportunities through on-site and virtual client visits, demonstrations, and relationship-building.
- Bachelor’s degree in Electrical/Mechanical Engineering, Computer Science, or a related technical field
- At least 3 years’ experience in a Sales Engineer, Technical Sales, or engineering role where you successfully supported sales cycles and delivered technical solutions
- Experienced in technical support, customer service, or client-facing roles
- Prior exposure to mobile POS systems or hardware is a strong plus
- A genuine interest in hardware and emerging technologies, with strong technical aptitude and curiosity
- Outstanding interpersonal and presentation skills, with the ability to confidently translate complex technical details into clear, compelling explanations for customers, actively engage in discussions, and assertively drive conversations toward solutions.
- Analytical thinker who enjoys troubleshooting, resolving issues, and finding creative solutions
- Comfortable working autonomously while thriving in a collaborative, fast-paced environment
- Willingness to travel up to 30% to engage with clients and support projects on-site