Field Support Specialist

Preferred Qualifications

• Provides a high level of customer satisfaction through the effective delivery of technical support and installations. This will include break-fix tasks, hardware product and software installations, site planning problem escalation and managing installations.
• Understands service processes and options.
• Able to solve the problems for products where training has been completed and to create action plans to drive further analysis when increased work experience has been gained.
• Works primarily at customer sites.
• Is using provided tools to do a proper and timely internal reporting.
• Needs to be able to travel at short notice - short and long term, within region, potentially globally.
• Requires a 7x24-hours commitment to participate in the regional standby rotation program and shift.

Detailed Description and Job Requirements

• Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.
• Provides a high level of customer satisfaction through the effective delivery of technical support and service programs.
• Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services.
• Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications.
• Able to identify and solve a wide range of problems.
• Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation.
• Works primarily at customer sites.
• Duties and tasks are standard with some variation.
• Completes own role largely independently within defined policies and procedures.
• 2 years relevant experience and BA/BS degree preferred.