Technical Field Engineer

2 weeks ago

Houston, Texas, United States Tait North America Full time
Role Overview

The Field Services Engineer (FSE) is responsible for delivering exceptional technical assistance to clients utilizing Tait radio products and solutions. A key aspect of this position involves mentoring and guiding fellow engineers, customers, and dealers.

The FSE acts as the primary technical liaison between clients and Tait, providing both remote and on-site support for Tait systems and equipment. This role also serves as the lead technical resource for the sales and engineering teams, aiding in the development of sales initiatives to secure new orders for Tait products and services.

Key Responsibilities

Requirements Gathering
  • Diagnosing field system support issues and restoring network functionality.
  • Providing telephone assistance for product and system support.
  • Taking full ownership of customer issues until they are resolved.
  • Assisting in problem diagnosis and resolution per support contract terms.
  • Documenting new issues in the Tait issue database as necessary.
  • Planning and executing onsite staging, commissioning, installation, and upgrade projects.
  • Defining specifications for FAT / CAT / SAT.
  • Estimating and budgeting for phases, actions, and tasks.
  • Collaborating with the sales team to outline system design, build, and commissioning costs.
  • Understanding and applying contractual commercial terms and constraints relevant to projects.
System Management and Implementation
  • Conducting thorough reviews of system build and design solutions.
  • Negotiating and managing on-site third-party resources.
  • Keeping customers and relevant Tait personnel informed of project timelines and progress.
  • Managing projects on-site according to established timelines.
  • Executing FAT / CAT / SAT procedures.
  • Applying technical and commercial expertise to meet additional requirements within contractual limits.
  • Facilitating and delivering customer training on-site as needed.
  • Planning and participating in product field trials.
Post-Visit Support and Feedback
  • Providing feedback to Product Management, Design Support, and Development through established Tait processes.
  • Submitting reports on equipment status and customer issues encountered during field visits.
  • Identifying and addressing technical issues with appropriate corrective actions.
  • Recognizing additional commercial opportunities.
  • Prioritizing issues based on their impact on customers and their businesses.
  • Conducting thorough investigations of issues, utilizing appropriate testing equipment and systems.
  • Following up on actions within Tait to ensure resolution.
  • Coordinating with Tait stakeholders to provide rapid feedback and possible solutions.
  • Maintaining an active list of unresolved issues and regularly following up with involved parties.
  • Ensuring customer expectations align with product capabilities.
  • Proactively monitoring deployed systems and taking necessary actions as identified.
General Expectations
  • The FSE is expected to set work standards and serve as a role model and coach for team members.
  • When new team members join, the FSE will assist in their training and support.
  • In the absence of the Manager, the FSE will take on managerial responsibilities as needed.
  • This position requires the employee to be on call to meet support contract obligations.
Travel Requirements
  • This role necessitates moderate to extensive travel.
  • International travel may be required.
  • Willingness to travel on short notice is essential.
Internal and External Relationships
  • Collaborating with other support staff in North America.
  • Engaging with Tait North American staff across various departments.
  • Working with support staff and managers in other regions.
  • Building relationships with Tait dealers and end users.
  • Coordinating with third-party equipment suppliers.
Candidate Profile

Experience
  • A minimum of 3 years in a technical role related to wireless communications repair or maintenance.
  • At least 3 years of experience with Land Mobile Radio equipment, trunking systems, and simulcast systems is preferred.
  • Extensive practical knowledge of radio systems, including RF system design and installation.
  • Proficiency in software skills, particularly with Linux-based operating systems.
  • Strong organizational and leadership capabilities.
  • Project planning and management skills.
  • Exceptional customer service and diplomacy skills.
  • Aptitude for confidently engaging with customers.
  • Flexibility and readiness to tackle various tasks.
Professional Skills
  • Well-developed diagnostic skills for resolving a wide range of technical issues across Tait and competitor products.
  • Demonstrated knowledge through contributions to technical discussions and presentations.
  • Effective communication skills, both written and verbal.
  • Experience in training and mentoring fellow engineers.
  • Leadership demonstrated through innovation and expertise.
  • Able to assess the capabilities of other engineers for specific tasks.
  • Staying updated with Tait and competitive products and emerging technologies.
Knowledge Base
  • In-depth understanding of mobile telecommunications networks and systems.
  • Comprehensive knowledge of RF technologies and practices.
  • Familiarity with Windows operating systems.
  • Detailed knowledge of network standards, protocols, and hardware.
  • Expertise in TCP/IP.
Personal Attributes
  • Excellent communication skills and ability to work collaboratively in a team environment.
  • Empathy for customers and the ability to convey that effectively.
  • Integrity, professionalism, and honesty.
  • A keen eye for detail while maintaining a broader perspective.
Educational Background
  • A minimum of an Associate of Science in Electronic Technology or equivalent military or industrial training.

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