Field Service Engineer

Summary:

As a Field Service Engineer, you will ensure the optimal functioning of complex state-of-the-art image generators and display systems. Your responsibilities will encompass a range of activities, including hardware and software installation, maintenance, troubleshooting, training, and documentation, both on-site at customers and from the office. This role's primary focus is maintaining excellent customer relationships while enhancing our technical support processes.

Responsibilities:

• Utilize your expertise in hardware and software to install, service, diagnose, and repair complex computer and display systems, collaborating with engineering staff as needed.

• Troubleshoot hardware issues, guide customers through troubleshooting steps, and resolve basic software problems using product knowledge and documentation.
• Effectively escalate unresolved or complex issues to appropriate internal teams based on issue categorization.

• Identify recurring equipment failures and design flaws, recommending practical corrective actions.
• Undertake domestic and international travel on short notice for equipment installation, modification, and repair, as well as long-term on-site support.
• Assist in field services administrative tasks such as scheduling, proposal preparation, and budget management.
• Contribute to creating and delivering operation and maintenance training courses, aiding customers in effectively utilizing and maintaining their systems.
• Collaborate with technical writers and instructors to improve maintenance, operations, and training documentation.
• Generate Field Service Bulletins as responses to Engineering Change Orders, drawing from ECOs as source material.
• Cultivate strong customer relationships through clear and effective communication, fostering rapport and trust.
• Manage tools, documentation, test equipment, and product spares essential for comprehensive system support.
• Oversee preventive maintenance, repair, and hardware configuration of in-house systems.
• Conduct customer acceptance tests to ensure optimal system performance.

Experience:

• Associate's degree in digital electronics, analog video circuits, or equivalent education.
• Formal training in computer systems and peripherals operation, maintenance, and repair is desirable.
• 1-2 years of experience troubleshooting complex electronic equipment, encompassing digital and analog technologies.
• Proficiency in reading and interpreting electronic schematics for analog and digital circuits.
• Prior experience in customer communication and field service, including installing, maintaining, and repairing complex systems.
• Willingness and ability to travel up to 50% of the time, often for extended periods, to domestic and international destinations.