Field Services Engineer

Beneficial Talent Source; Chicago (IL); On-site; USD 52,000 - 76,000; Full time

Job summary

Beneficial Talent Source is seeking a service/installation technician to support customers with product and installation questions, respond to service requests, and perform preventive maintenance. You will also back up the Sales team with technical knowledge as new opportunities arise.

Travel to other sites in the US is required. You will provide remote technical support, maintain strong customer relations, document work, and stay current with evolving technology and safety standards to ensure

Qualifications

• Experience working independently as a service/installation technician.
• Demonstrable experience with turnstiles and electrical installs.
• Ability to work with contractors and end-users for product/installation support.
• Knowledge of low and high voltage circuitry.
• Knowledge of electronic security systems / access control systems.
• Knowledge of networking and the Internet.
• Able to read electrical wiring diagrams.
• Good mechanical knowledge.
• Willingness to train on varying new products.
• Excellent communication and customer service skills.
• Must have a valid driver's license and clean driving record.
• Willing to travel to client sites for installs.

Responsibilities

• Provide Sales Engineering support for new opportunities throughout the Sales life cycle.
• Provide remote technical support to our partners and customers, occasionally out of hours.
• Maintain high standard of appearance and customer focused communications.
• Aim for high first‑time‑fix rate and minimize repeat calls.
• Back up the service team and other engineers to ensure effective delivery of service.
• Follow customer procedures to ensure efficient job closure.
• Provide regular and professional communication with the call desk and management team.
• Ensure all job-related documentation and administration is completed on‑time.
• Maintain currency of knowledge with respect to relevant technology and practices.
• Travel to other sites in US.
• Pursue continuous improvement in own working practices.

Skills

Independent service

Turnstiles experience

Electrical installs

Access control systems

Networking basics

Wiring diagrams

Problem solving

Time management

Customer communication

Driver's license

Tools

Excel

Word

Outlook

Job description

In this role, you will service and support existing and new customers by providing product and installation support, responding to service requests, and carrying out preventive maintenance. You will also provide technical support to our Sales team as new opportunities arise.

What you will do:

• Provide Sales Engineering support for new opportunities throughout the Sales life cycle
• Provide remote technical support to our partners and customers, occasionally out of hours. This includes installation support, reactive service, and preventative service
• Always ensure good customer relations, maintaining a high standard of appearance and customer focused approach to communications
• Maintain an open mind to all daily challenges, exploring all options to ensure the highest possible first‑time‑fix rate and limiting the opportunity for repeat calls to an absolute minimum
• Backup and assist the service team and other engineers to ensure most effective delivery of service provision
• Follow customer procedures to ensure efficient job closure
• Provide regular and professional communication with the call desk and management team
• Ensure all job‑related documentation and other required administration (e.g. Permits to work, timesheets, expense claims) is completed on‑time, including prompt updates to the service ERP management systems
• Maintain currency of knowledge with respect to relevant technology, equipment or working practices required to support the business and its customers
• Travel to other sites in US.
• Employ a continual improvement approach to your own working practice, always exploring opportunities for continued professional development and making suggestions to management where appropriate
• Ensure that all relevant Health, Safety and Environmental procedures and practices are followed, ensuring that everyone is made aware of their responsibilities in these areas
• As time permits, map our installed base in the field by conducting site walks and taking pictures to support upselling
• A high degree of flexibility, the post‑holder is expected to undertake any other duties for the Company within the role holder’s capacity in line with their skills and capabilities, this may include covering other regions.

What you need to have:

• Experience working independently as a service/installation technician
• Demonstrable experience of working with turnstiles and electrical installs
• Ability to work with contractors and end‑users to provide product and installation support
• Knowledge of low and high voltage circuitry
• Knowledge of electronic security systems / access control systems
• Knowledge and practical experience with the internet and networking
• Able to read and understand electrical wiring diagrams
• Good mechanical knowledge
• Willingness to train on varying new products
• Effective time management skills with the ability to handle changing priorities and work well under pressure
• Ability to problem solve and resolve a presenting situation independently using own initiative, consulting with experienced colleagues, team leaders and suppliers as necessary
• Excellent communication skills able to listen to and empathize with customers and present a positive image of the company
• Ability to ensure customer calls are resolved quickly and efficiently, to prioritize effectively, meet deadlines and targets, and use own initiative to get the job done
• Excellent documentation and organizational skills
• Good knowledge of Excel, Word and Outlook packages
• Must possess a valid driver’s license and have a clean driving record
• Must be willing to travel to clients for installs