Field Operations Engineer - United States - 36300



JOB DESCRIPTION

Job #: 36300
Title: Field Operations Engineer
Job Location: , - United States
Employment Type:
Salary: $125,000.00 - $150,000.00 - US Dollars - Yearly
Employer Will Recruit From: Nationwide
Relocation Paid?: Negotiable

WHY IS THIS A GREAT OPPORTUNITY?


This is a chance to get in on the ground floor of the most advanced Biometric Security company in the industry.

 

JOB DESCRIPTION

  • Manage project delivery
  • Engage with our Sales, Channel Partner and End User contacts to review project data and ensure readiness in advance of solution delivery.
  • Facilitate the Channel Partner’s implementation of our solution by coaching and training the installers, checking installer’s work and assisting with logical configuration and testing.
  • Assist with troubleshooting and problem resolution as necessary.
  • Serve as subject matter expert during project delivery.
  • Participate in End User training as necessary and ensure comprehensive turn-over to Dealer and our operations and to the End User.
  • Since our products are new and processes immature, in the immediate term the Field Ops Engineer is instrumental in achieving high Partner and Customer satisfaction by providing a white glove service.
  • The Field Ops Engineer will normally be on-site during project delivery therefore weekly travel can be expected.
  • Help document and continually improve our project delivery.
  • Prepare a retrospective after each project delivery with observations and suggestions for our product and process improvements that will improve the Partner and End User experience.
  • Participate actively i n the continuous improvement of our Partner and End User documentation and training materials with the ultimate goal that Channel Partners can design, order, deploy and support our solutions self-sufficiently.
  • As the goal is for our Partners to operate independently, over time the white glove service should become unnecessary for mature solutions and existing partners but we can expect it to be continually necessary as we introduce new products and features, onboards new partners and for particularly important and high-profile projects.
  • Metrics & KPIs: Partner and End User Customer satisfaction scores exceed 90%;  #projects turned-over per month > 9 at capacity; # product, process, documentation & training improvement suggestions submitted per month; # delivery-related service tickets generated during first six months post project delivery = 0. Customer & Partner Net Promoter Score (NPS).

QUALIFICATIONS

? B.Eng i n Electrical or Computer Engineering or equivalent


? Minimum five years experience, preferably ten years, working in the physical securityindustry specifying, designing, and commissioning access control and           video management systems.


? Experience with physical access control systems such as Lenel, Software House, AMAG and Genetec


? Experience with OnVIF cameras and video management systems such as Genetec, Avigilon, and Milestone.


? Prefer experience with biometric solutions such as fingerprint, iris, and facial authentication


? Experience with device (e.g. camera, IOT sensor) installation in the field, cabling which includes crimping/terminating and testing end-to-end integration.


? Experience with switches, routers, TCP/IP protocol, monitoring tools (e.g Wireshark), and Windows Servers/Clients


? Strong networking background, can configure or debug computers and edge devices to communicate over Ethernet, via static or dynamic IP, able to resolve         firewall (port blocking), subnet, NTP or DNS issues


? Must be able to read engineering i nstallation manual, schematics and communicate design intent


? Experience with PoE/PoE+ injectors, Cisco POE switches


? Can debug wiring misconfigurations and bad CAT-5e/CAT-6 Cables. Can inspect badge reader wiring to ensure that they are intact and working optimally


? Exposure with customer IT room, IDF, patch panel terminations and closet dressing


? Excellent verbal and written communication skills and the ability to communicate effectively with both non-technical and technical personnel


? Excellent troubleshooting skills and attention to detail


? Strong customer focus

Education:
University - Bachelor's Degree/3-4 Year Degree

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