Technical Field Support Specialist

1 week ago

Bowling Green, Florida, United States Nomad Global Communication Solutions Full time
Position:
Technical Field Support Specialist – Broward County, Florida

Division:
Customer Experience

Department:
Service & Warranty

Schedule:
Full-Time

Reports to:
Field Service Manager

Overview:

Nomad Global Communications Solutions stands as a premier provider of communication and response solutions catering to a diverse clientele. Our mission is to deliver critical solutions when every second counts.

We are in search of a motivated individual who is eager to learn and exhibits a strong commitment to customer service while making a positive impact on our team.

The Technical Field Support Specialist is tasked with addressing daily service requirements for designated clients and geographical areas.

This role involves independently overseeing all facets of on-site installations, upgrades, remedial actions, and preventive maintenance for Nomad GCS products, devices, and systems, adhering to established processes and protocols.

The specialist is responsible for fostering and sustaining a high level of customer satisfaction throughout the service delivery journey.

Key Responsibilities:

Product Implementation & Support:

- Execute installations of Nomad upgrades, including system hardware, electrical connections, and sub-assemblies.
- Configure equipment and components.
- Conduct on-site evaluations of installations.
- Offer commissioning assistance both prior to and following installations.
- Oversee, engage in, and report on field tests.
- Provide warranty and post-warranty assistance.
- Conduct quality assessments and comprehensive functionality tests on all systems, including:
- Supervising and/or executing all tests mandated by contract.
- Scheduling and/or performing preventive maintenance tasks.

Repair and Troubleshooting:

- Diagnose, repair, modify, and test Nomad equipment, including:
- Repairing subassemblies at a workbench.
- Organizing maintenance tasks.
- Monitoring defective parts, shipments, and repairs.
- Implementing upgrades on equipment.
- Delivering extensive quality support throughout all phases of device testing.

Client Services:

- Provide guidance and support for customer personnel.
- Introduce clients to Nomad solutions that enhance efficiency and operations.
- Assist staff in utilizing and understanding all Nomad equipment, demonstrating recommended procedures as necessary.


- Offer on-call support as needed, including covering scheduled on-call rotations, providing on-site service with minimal notice, and responding to customer inquiries.

Maintain a professional and customer-focused demeanor, conducting business with a strong sense of customer awareness and sensitivity.

- Accurately communicate customer needs to other Nomad departments to ensure they are addressed.


- Willingness to travel to customer locations to deliver specified service/warranty solutions, often on short notice for unspecified durations.


Documentation:

- Maintain precise and ethical reporting of relevant business documents, including but not limited to:
- Updating service delivery systems as necessary.
- Following up on service activities.
- Reporting time based on activities.
- Timely completion of implementation and service task reports/documents.
- Managing email communications.
- Prompt and accurate submission of expense reports.

General:

- Adhere to a budget set by management for warranty/service expenses.

- Ability to obtain necessary travel documents, including passports and international visas.

Basic Knowledge Desired:


- Capacity to apply logic and reasoning to identify strengths and weaknesses of various solutions, conclusions, or approaches to challenges.

- Strong understanding of Mechanical, Electrical, and IT systems.

- Willingness to learn about IT Services and related products.

- Customer-centric mindset, teamwork, commitment, effective communication, understanding customer needs, problem-solving, adaptability, initiative, sound judgment, and reliability.

Travel Requirements:


- This role necessitates the ability to travel on short notice to customer and non-customer sites within the designated local territory, as well as to support projects outside the assigned territory.

Expectation of 50-75% travel for work.

- May be required to work during holidays, weekends, nights, etc.

- Flexibility to work remotely via computer or phone.

Physical Demands:
- While performing the duties of this role, the employee is regularly required to sit, stand, walk, talk, and hear.

- Occasionally required to lift up to 40 pounds.

Working Environment:
- Typical indoor manufacturing setting. Noise levels are generally moderate. Safety glasses are required when on the production floor.

Qualifications & Experience:
- High school diploma or equivalent required.

- 2-4+ years of relevant experience in the installation, maintenance, and repair of electro-mechanical equipment preferred.

- Knowledge of DOT requirements is highly desirable.

- Proficient in handling small parts and tools.

- Valid driver's license in good standing required; Commercial Driver's License preferred.

- Valid passport required.

Nomad GCS is an equal opportunity employer and adheres to affirmative action guidelines.

As an equal opportunity employer, Nomad GCS does not discriminate in its employment decisions based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable state and local laws.

This position includes training in Kalispell, Montana for 2-4 weeks after hire, with ongoing training in Broward County and during travel to customer sites.

Department:
63-Customer Experience

Employment Type:
Full-Time

Minimum Experience:
Mid-level

Compensation:
$28 hr DOE w/benefits

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