Field Services Engineer - 911 Specialist

Field Services Engineer

The primary responsibility of the Field Services Engineer (FSE) is to perform installation, maintenance, and documentation functions for the 911 Public Safety customers, teammates, and management. The FSE will receive assignments from area Senior Field Services Engineer (SrFSE) and the 911 Operations Manager. Many aspects of the position are self-assigned in relation to customer needs. Travel may be required to customer sites as needed. The FSE will keep detailed records for time reporting and billing purposes. The FSE works independently and exercises independent judgement to resolve issues. Travel is required to the customer sites as needed, including a recurring maintenance schedule. The FSE helps support the ConvergeOne cloud team in providing 911 related Cloud Services.

Essential Functions

• An FSE can handle all functions and duties of a Junior Field Services Engineer (JrFSE).

• Leads monthly recurring software and firmware updates to equipment.

• Completes proper documentation required by the department, including scheduled reports.

• Work on-site at customer locations, as directed or required to resolve issues and/or based upon stated SLA's.

• Works with professional services team to support client base.

• Works primarily in post-sales and support role capacity.

• Acts as the first point of escalation for JrFSE.

• Engages with appropriate manufacturer technical support to assist customers, as needed.

• Maintains all existing certifications, and achieves all updated certifications as required.

• Performs Moves, Add, Change and Disconnects (MACD) based on customer or Senior technician requests.

• Engages with technical support and any other third party vendors when required.

• Maintains detailed records of maintenance tickets, trouble resolution, documentation, and emails related to installation and maintenance activities.

• Creates cases in ticketing system for proper reporting and billing purposes.

• Provides out-of-hours installation, maintenance, testing and cutover support when needed.

• Attend training classes, management meetings and conference calls as required.

• Keeps upper management and team members informed of customer issues and concerns.

• Participates in an escalation capacity as needed and in the direction of Senior technicians or Operations Management.

• Participate in scheduled departmental meetings

• Maintains company issued equipment

• Comply with all ConvergeOne Policies and Procedures

Additional Specific Duties and Responsibilities

• Attends industry or equipment specific training classes and works towards certifications to further engineering career path (Systems and/or Network infrastructure)

• Ensure Company Policy and Procedures are followed

• Maintain high standards for Customer Satisfaction

• Respond to manager requests for information or updates Participate in scheduled departmental meetings. Accurate and timely closure of tickets

• Ensure monthly maintenance and report delivery

Required Qualifications

• 3-8 years' experience and must be certified by Intrado or Motorola or both as they need to train others on their certified product.

• Ability to effectively train new 911 Field Services Engineers

• Ability to perform the essential job functions safely and successfully, while remaining consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards

• Must be able to lift and carry up to 50 lbs.

• Ability to work under desks/tables and within tight spaces as needed.

• Technicians must be able to drive to customer locations in a personal vehicle.

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.

• Must be able to query customers to isolate the nature of the issue and use troubleshooting skills to resolve the issue.

• Must be able to work under pressure and meet deadlines, while maintaining and providing exemplary customer service

• Ability to work independently and to carry out assignments to completion. High school diploma or GED

Desired/Preferred Qualifications

• Bachelors or Associate degree

• Previous Public Safety or PSAP experience

Supervisory Responsibility

• Assist with guidance, training and direction for Junior technicians

Travel

Up to 60% travel for on-site work as required

Work Environment

Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely involves standard office and data center equipment such as computers, phones, printer, servers, and UPS machines.

Physical Environment

Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes

This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined.