Field Service Engineer
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CategoryEngineering
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LocationMiddlesex Country, Massachusetts
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TypeDirect hire
Field Service Engineer – lead role
Boston area (Middlesex County) on-site role with 50% domestic travel
Must be a US Citizen
This position offers a competitive salary and an exceptional benefit package – all in a collaborative and team spirted environment with a focus on the development of innovative products for security and detection that benefits everyday lives. Whether used by border patrol, law enforcement or emergency responders, these products are disrupting the industry as it currently exits and providing technology that is far reaching in its capabilities.
A background in engineering ( electrical , software, information technology) is highly desired.
If you are an experience Field Service Engineer with a background in radiation or x-ray technology and are looking to advance your career, you are encouraged to apply online at www.incendia.com/profile/judy-johnson or at jjohnson@incendia.com. Please include an updated resume and a brief note as to what you can offer in this position. Qualified candidates will be contacted immediately.
The Field Service Engineer (FSE) will be the first point of contact for customers, providing expert technical support and troubleshooting assistance for radiation detection systems. This includes handling all service calls and tickets, third line remote support to service contract customers and site visits to support contract customer technical staff as needed. The FSE shall be trained to support level 4 fault finding, diagnostics and repair to, initially the RPM range and following on to other product ranges. Your role is critical in ensuring customer satisfaction and the optimal performance of our products. This position requires strong technical skills, excellent communication abilities, and a customer-focused approach. The ideal candidate is a problem-solver, has the ability to work independently, and has a proven track record of successfully building and managing a fully satisfied customer base.
Responsibilities Technical Support – Customer Service
• Works directly with customers and partners to support the installed base of RPM products, resolving issues remotely and on site, improving performance metrics and reliability.
• Works with a sense of urgency to continually improve service levels and customer satisfaction.
• Monitors and manages service helpdesk, ticketing and support system.
• Resolves service calls escalated from a 1st Line Triage, Call Center Teams or from regional service managers or partners.
• Provides remote support to end users via VPN / Remote access software tools.
• Assists with RMA processes and in house repairs as needed.
• Follows up with dissatisfied customers to ensure issues are resolved and the customers are satisfied.
• Engages other departments as necessary to resolve assigned escalations. Facilitates the smooth transition of such issues to these departments and follows up to close out escalation cases. Technical Training
• Collaborates with global training team to produce and validate training materials
. • Assists in delivery of technical training where required. Installation Assistance 2
• Provides expert planning and on-site assistance to the Global Service Organization and distributors for installations, commissioning and customer acceptance testing. Product Line Support
Required Qualifications
• A minimum high school diploma is required. Bachelor’s degree in engineering or relatable study preferred.
• A minimum of 2 years' previous work experience providing Domestic and/or International Technical Support.
• Technical Experience in cutting edge security scanning and integrated/networked systems as well as other technologies.
• Excellent communication and professional presentation skills.
• Able to obtain standard security access to customer facilities – US Security Clearance
• Highly proficient with the use of Linux, MS Window, Office and Mobile Apps & networking. Desirable Qualifications
• Previous experience with high specification security detection equipment and end user highly desired
• Previous experience with Quality Processes.
• 6-sigma qualification (green/black belt) or equivalent experience in Root Cause Investigative Processes. Physical Requirements
• Travel >50% of the time with variable notice.
• Prolonged periods sitting at a desk and working on a computer
. • Must be able to lift up to 15 pounds at times
#LI-JJ1
#ZR
Boston area (Middlesex County) on-site role with 50% domestic travel
Must be a US Citizen
This position offers a competitive salary and an exceptional benefit package – all in a collaborative and team spirted environment with a focus on the development of innovative products for security and detection that benefits everyday lives. Whether used by border patrol, law enforcement or emergency responders, these products are disrupting the industry as it currently exits and providing technology that is far reaching in its capabilities.
A background in engineering ( electrical , software, information technology) is highly desired.
If you are an experience Field Service Engineer with a background in radiation or x-ray technology and are looking to advance your career, you are encouraged to apply online at www.incendia.com/profile/judy-johnson or at jjohnson@incendia.com. Please include an updated resume and a brief note as to what you can offer in this position. Qualified candidates will be contacted immediately.
The Field Service Engineer (FSE) will be the first point of contact for customers, providing expert technical support and troubleshooting assistance for radiation detection systems. This includes handling all service calls and tickets, third line remote support to service contract customers and site visits to support contract customer technical staff as needed. The FSE shall be trained to support level 4 fault finding, diagnostics and repair to, initially the RPM range and following on to other product ranges. Your role is critical in ensuring customer satisfaction and the optimal performance of our products. This position requires strong technical skills, excellent communication abilities, and a customer-focused approach. The ideal candidate is a problem-solver, has the ability to work independently, and has a proven track record of successfully building and managing a fully satisfied customer base.
Responsibilities Technical Support – Customer Service
• Works directly with customers and partners to support the installed base of RPM products, resolving issues remotely and on site, improving performance metrics and reliability.
• Works with a sense of urgency to continually improve service levels and customer satisfaction.
• Monitors and manages service helpdesk, ticketing and support system.
• Resolves service calls escalated from a 1st Line Triage, Call Center Teams or from regional service managers or partners.
• Provides remote support to end users via VPN / Remote access software tools.
• Assists with RMA processes and in house repairs as needed.
• Follows up with dissatisfied customers to ensure issues are resolved and the customers are satisfied.
• Engages other departments as necessary to resolve assigned escalations. Facilitates the smooth transition of such issues to these departments and follows up to close out escalation cases. Technical Training
• Collaborates with global training team to produce and validate training materials
. • Assists in delivery of technical training where required. Installation Assistance 2
• Provides expert planning and on-site assistance to the Global Service Organization and distributors for installations, commissioning and customer acceptance testing. Product Line Support
Required Qualifications
• A minimum high school diploma is required. Bachelor’s degree in engineering or relatable study preferred.
• A minimum of 2 years' previous work experience providing Domestic and/or International Technical Support.
• Technical Experience in cutting edge security scanning and integrated/networked systems as well as other technologies.
• Excellent communication and professional presentation skills.
• Able to obtain standard security access to customer facilities – US Security Clearance
• Highly proficient with the use of Linux, MS Window, Office and Mobile Apps & networking. Desirable Qualifications
• Previous experience with high specification security detection equipment and end user highly desired
• Previous experience with Quality Processes.
• 6-sigma qualification (green/black belt) or equivalent experience in Root Cause Investigative Processes. Physical Requirements
• Travel >50% of the time with variable notice.
• Prolonged periods sitting at a desk and working on a computer
. • Must be able to lift up to 15 pounds at times
#LI-JJ1
#ZR
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