Senior Associate Field Technician (51000849)

Essential Job Functions

• Provides on-site field support to customers including installation, and servicing and repairing complex systems and equipment. Reviews and approves operational quality of system equipment.
• Resolves customer problems in the areas of hardware/software installation, repair, upgrade and maintenance. Resolves more complex installations and maintenance issues.
• Instructs customers in the operation and maintenance of systems/equipment.
• Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.
• Acts as a liaison with customers on administrative and technical matters for assigned projects.
• Performs complex analysis and prepares reports on system problem trends and issues.
• Provides leadership and work guidance to less experienced personnel.

Basic Qualifications

• High school diploma or G.E.D.
• Six or more years of field support experience
• Experience working with the company's hardware, software and equipment products
• Experience working with customer technology and support requirements

Other Qualifications

• Good interpersonal skills to resolve field support problems
• Strong analytical and problem solving skills
• Good communication skills
• Good time management and organizational skills
• Ability to resolve complex hardware/software and equipment problems
• Ability to provide guidance to other field engineers
• Willingness to travel

Work Environment

• Office environment
• May require weekend work
• May require shift work