Field Support Specialist
Job Number: 3215
External Description:
Field Support Specialist
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.
About this role
The Field Support Specialist is responsible for the installation, preventative maintenance, troubleshooting and repair of Sensitech products and offerings. Provides quality service execution performance to meet or exceed customer commitments resulting in high level of customer satisfaction. Meets or exceeds tight project deadlines and metrics of customer-focused objectives.
Key Responsibilities
Installing RF Hardware and Software at customer-sites
Conducting RF Site Surveys as needed
Customer on-site and remote troubleshooting
Replicate field issues and collaborate with cross functional teams to communicate Functional Requirement Specifications and understand new features; issues, enhancements with new products releases
Conducting daily checks of RF infrastructure health
Provide input and feedback pertaining to customer requests and product enhancements as needed to the Support Services Team
Effectively schedule calls to manage SLA requirements across assigned activities
Ensure regular and effective communications with customers to ensure awareness of call acceptance, ETA, status and closure
Communicate effectively with other virtual team members to ensure collaboration on solutions and swift resolution of problems
Accurately diagnose, repair and maintain product(s) and accessories in peak operating condition with published electrical, mechanical and print quality specifications
Ensure proper repair and maintenance procedures are performed on identified device(s) and appropriate service call procedures are completed prior to leaving customer site.
Follow prescribed administration procedures to ensure proper collection and reported of required data, including, but not limited to; call acceptance, status updates, call closure and debrief, documentation in ERP and ticketing system
Manage local part inventory and ensure accurate tracking of inventory levels and transactions
Present a positive image through proper attire, communication skills and personal grooming
Ensure all safety protocols are adhered to while onsite
Requires travel (Up to 70%)
Other tasks as assigned
Required Qualifications
High School Diploma or GED
Preferred Qualifications
A Bachelor’s Degree in Electronic/Electrical Engineering or Software/Computer Engineering preferred
Proficient in Microsoft Windows Operating System
Knowledge of Local and Wide Area networking concepts, configurations, systems and TCP/IP protocol, SMTP, POP3, firewall and network security required
Experience in field service or customer support related role
Knowledge of RF/Wi-Fi/Cellular technology is preferred
Excellent communication skills, written and verbal
Good analytical skills and attention to detail
Sound administrative skills
Excellent driving record and valid driver license
Ability to properly lift 50 pounds or less frequently
Ability to learn quickly and adapt to supporting new technology products
#LI-Onsite
RSRCAR
Job Number: 30122337
Community / Marketing Title: Field Support Specialist
Location_formattedLocationLong: Massachusetts, US