Field Services Technician - Commerce, CA

Job Description

Job Description

Job Objective
The Field Services Technician is accountable for ensuring continuity of Intermodal IT system services and hardware management by providing the technical expertise, assistance, installation, and coordination necessary to maintain daily operations of Norfolk Southern regional operations. The initial responsibilities are further outlined in the NS statement of work outlining our regional technology support responsibilities.

*FAA Part 107 certification must be obtained within 30 days of hire or prior to start date.*

Duties & Responsibilities
• This position will be held in Commerce, CA, and will also be responsible for Michigan, Indiana and Kentucky.
• Responsible for all tasks associated with hardware and software processes for Field Testing and Terminal Support
• Training in additional field tech as required. Issue management and resolution Communications management
• Successfully diagnosed, troubleshooted, and resolved software and hardware problems. Ability to manage multiple priorities and technical support problems.
• Dedication to customer satisfaction
• Assure continuity of the computer system for all system users. Install selected software and hardware products.
• Repair hardware as necessary and work closely with service vendors to ensure continuity of service. Provide technical assistance and advice to users locally and remotely, as needed.
• Assist in implementing practices that will more effectively help Buckeye Mountain customers. Trains users on software and hardware on-site, as required.
• Follow all safety rules, operating guidelines and procedures.
• Contribute to the continuous improvement of safety, efficiency, and positive work environment.
• Select vehicles for loading based on defined criteria.
• Identifying complex problems relating to customers and/or machines, reviewing related information to develop and evaluate options and implement effective and strategic solutions.
• Communicate essential information on a timely basis to key stakeholders such as customers, management and engineering

Required Skills & Qualifications
• Ability to work under pressure in a fast-paced environment
• Commitment to embrace innovation, technology, and continued growth
• Strong organizational skills and multi-tasking abilities
• Excellent communication skills
• Ability to analyze and solve complex problems
• Mechanical Aptitude and low voltage knowledge would be a plus

Education & Experience
• Eighteen years of age or older
• High school diploma or GED required, associate degree in a related field preferred.
• Computer experience and aptitude
• Background in customer service or call center is preferred.

Physical Demands
• The employee is required to converse and hear in industrial settings -indoor & outdoor (noise level is moderate)
• The employee is frequently required to move about on concrete and uneven surfaces for extended periods of time
• The employee is required to work outdoors safely in all weather conditions for extended periods of time
• The employee is occasionally required to reach with hands and arms, ascend or descend ladders safely at heights of 10 feet or more, balance, squat, and kneel
• The employee must be able to work in confined spaces
• The vision requirements: close vision, distance vision, peripheral vision, depth perception and adjust focus.
• Job requires the employee to frequently raise or lower objects up to 50-75 lbs. from one level to another regularly during the shift

Other Duties
• The job is expected to be self-directed, take initiative, and be persistent when appropriate to accomplish necessary duties and keep busy without prompting. Additionally, the analyst is expected to be
• Adaptable/flexible to changing work assignments
• Analytical, organized and detail-oriented
• Able to perform multiple tasks at once
• Compose correspondence and other documentation in a professional manner
• Express ideas constructively
• Actively listen to others
• Manage time effectively and efficiently to meet deadlines
• Learn and memorize procedures
• Display a cooperative attitude
• Read, understand, and follow all company, job specific and safety policies/procedures
• Attend/use all required training

Field Testing
• Analysis of the high-level requirement documents and creation of use case documents and technical specification documents.
• Provide User Acceptance Testing by covering the following test types:
• Field Testing for all clients.
• Field Testing hardware for customers that may also include software.
• Integration Testing

Field Support
• Coordinates and maintains all maintenance and support efforts on Buckeye Mountain service offerings that include hardware/software.
• Assists in coordinating special projects including network related wiring both fiber and copper, LAN/WAN hardware/software system installation, backup, maintenance, and problem solving; assists in providing network and remote connectivity hardware/software support for technology vendors and service partners.
• Maintains support logs and other related information. Tracks the nature and resolution of problems.
• Works with Buckeye Mountain resources to provide viable and expedient solutions to customer challenges.

NS SOW responsibility overview
• The Buckeye Mountain Field Services Technician is responsible for Intermodal Operations in assigned locations. This includes but not limited to the following primary tasks:
o Level 2 and Level 3 support resolution
▪ The Field Services Technicians is the escalation path for LVL 2 and LVL 3 onsite support in their area.
▪ The Field Services Technician will follow existing Case creation and Case communication support processes
• Making sure all reported issues are assigned a Case and each Case is resolved in accordance with the SLA.
▪ Preventative and Predictive tasks to ensure operations hardware and software is performing to expectations.
• Hardware and software audits.
• Team with NS administration to create OPTCS training documentation and processes.
▪ Managing and maintaining the safety stock spare pool for the region.
• Create a plan for each location to have access to the appropriate spare pool count of OPTCS hardware to meet the SLA.
o i.e., Locations over 4 hours travel from domicile will need onsite spares.
▪ Enforce and drive OPTCS adoption plan in their region.
• Training operators in the proper use of OPTICS hardware and software systems.
• Work with onsite mechanics to confirm all available ITE’s have OPTCS hardware installed correctly.

In addition:
• Performance testing analysis will be done depending on the stability of the application and the environment.
• Our customer will share the project documents/code necessary for the requirement analysis as well as testing with Buckeye Mountain.
• Knowledge transfer will be required for Contractor resources, wherever applicable, from the customer.
• The installation of software and hardware version upgrades or maintenance patches to the servers, middleware, operating systems, communications software, and databases utilized.

Job Type: Full-time

Salary Range: $85,000-$95,000 depending on education/experience.