Field Service Engineer
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Job Description
Field Service Engineer responsible for installing and optimizing cutting-edge weapons detection solutions. Ensuring system performance in various environments across North America.
Responsibilities:
- Lead the end-to-end installation, configuration, and initial precision calibration of the weapons detection systems and associated infrastructure to meet stringent security and alert rate objectives.
- Architect and document the optimal deployment solution for each customer, ensuring seamless integration of the networked weapons system with the client's local infrastructure, including specific configurations for networking, power, and environmental controls.
- Implement and configure all network services, including DNS resolution, TCP/IP, secure routing, and VPN/tunneling, to ensure resilient and reliable data transmission to the Xtract Cloud Platform.
- Provide expert on-site and remote technical support, rapidly diagnosing and resolving complex issues across all layers: hardware, Linux-based embedded OS, networking, and cloud services.
- Translate complex customer-reported problems (e.g., operational symptoms) into clear, structured, and analytically detailed technical reports for the internal Engineering and Development teams, defining root causes and observed data.
- Execute scheduled Preventative Maintenance (PM) visits and performance tuning, including managing component replacements, software/firmware updates, and applying patches to embedded systems.
- Deliver highly professional technical explanations and status updates to customers (both technical and non-technical staff), ensuring clear communication of problems, resolutions, timelines, and future preventative steps.
- Complete all required administrative duties, including detailed service reports, customer-facing root cause analysis (RCA) reports, as-built drawings, inventory/parts usage logs, and safety compliance documentation.
- Partner with the Sales team to perform detailed pre-sales site surveys, needs assessments, and live product demonstrations.
- Participate actively in the scheduled service on-call (after-hours standby and emergency response) rotation.
Requirements:
- Diploma/Certificate in Electrical Engineering, Computer Science, or a related technical field, or equivalent experience (3-5+ years) as a Field Service Engineer, Systems Integrator, or Sales Engineer in a complex networked technology environment.
- Deep Networking Proficiency (Non-Negotiable): Expert-level understanding of core networking concepts, including TCP/IP stack, DNS, DHCP, VLANs, and firewall configuration.
- Proven ability to troubleshoot network-related issues spanning local infrastructure to cloud-based services.
- Operating System and Embedded Tech Expertise: Extensive hands-on experience with Linux command line, administration, and troubleshooting is required (not just an asset).
- Experience with embedded/IoT operating systems and cloud technologies (e.g., AWS, Azure) is essential.
- Customer Care: Exceptional customer service, professional demeanor, and the ability to manage stressful client situations.
- Proven capability to clearly articulate technical solutions and operational concepts to both executive and technical audiences.
- Technical Documentation Skills: Superior analytical thinking with a track record of generating detailed, high-quality technical documentation (e.g., RCA reports, system architecture diagrams, and field guides).
- Travel: Ability and willingness to travel frequently (50% - 75%).
- Physical: Must be able to safely lift and carry up to 50 lbs and work in various environmental conditions.
- Preferred: Experience with security industry standards or compliance requirements. Industry certifications such as CompTIA Network+, CCNA, or Linux Professional Institute (LPI). Experience using Service Management/CRM software (e.g., Salesforce, ServiceNow) for ticketing and documentation.
Benefits:
- PTO
- Benefits
- Sick Days
- Bonus
- Stock Options
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