Senior Field Services Representative

Northstrat; Sterling (IL); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Stock options

Lifelong learning

Profit sharing

IBA benefits

Job summary

Northstrat is seeking a CONUS-based Field Service Representative to maintain regional PACOM USSF systems. The role involves installing, repairing, and troubleshooting electronic systems, with occasional instruction delivery to military hosts as needed. Travel to OCONUS locations is required.

The successful candidate will manage hands-on hardware/software issues, perform PMCS, and track tasks in Jira, while collaborating with military customers and OEM vendors.

Qualifications

• US government top-secret clearance
• Experience maintaining hardware systems and SATCOM terminal equipment
• Windows OS & Linux System Administration experience
• CompTIA Security+ certification

Responsibilities

• Travel estimated 10–15% of the time to CONUS/OCONUS locations
• Perform system installations, troubleshooting, and hardware replacements
• Provide basic system administration training to technicians
• Remotely monitor health of deployed systems and track issues in Jira
• Support logistics, asset management, and ticket management processes
• Coordinate with military customers to understand operational needs and deliver solutions
• Conduct site surveys for future deployments and assist with hardware upgrades
• Assist with refresher training for operators and support customer operations

Skills

Troubleshooting hardware

Field service experience

Customer interaction

Team collaboration

Tools

Jira

Job description

Northstrat is seeking a CONUS-based Field Service Representative (FSR) to maintain regional PACOM USSF systems. Must have experience installing, repairing, troubleshooting electronic systems, as well as instructor experience to provide instruction to military hosts on an as needed basis.

As a fly-away Field Service Representative (FSR) you will support tasks at various OCONUS locations. This role requires the ability to travel on short notice to assist with maintaining multiple deployed systems. Tasks include regularly scheduled maintenance activities, hands-on troubleshooting hardware and software issues, performing hardware replacements and installations, as well as aiding with next generation hardware deployments. Additional duties include administratively tracking FSR-related tasks in our ticketing system for proper documentation. In this role, you must maintain flexibility in mission expectations and requirements and be able to follow through on various tasks that are required to keep existing and future systems online and functioning properly.

Key Responsibilities:

Travel may vary, but it is estimated 10-15% of time will be OCONUS:

• Collaborate with military customers to gain a full understanding of their operational needs and/or issue(s) to be resolved.
• Effectively manage time to respond to service calls in a timely fashion.
• Complete site surveys, system installations, troubleshooting procedures, and perform system operational checks.
• Performs small scale (move, adds, or changes of client's) equipment as needed.
• Troubleshoot and resolve technical issues as they occur.
• Provide basic system administration training to technical users.
• Remotely monitor health and status of deployed OCONUS systems
• Support logistics operations and aid in asset management responsibilities
• Escalate any hardware issues or system outages to leadership immediately
• Assist with ticket management, and track all known hardware issues within Jira ticketing system
• Perform preventative maintenance checks and services (PMCS)
• Conduct hardware replacements and/or upgrades
• Monitor and maintain system hardware and software
• Troubleshoot any technical problems or issues to determine possible solutions
• Conduct and/or assist local unit with site surveys (for future system installation)
• Conduct refresher training for operators, when necessary
• Support customer operations and system administrator personnel

Requirements

• A US government top-secret clearance is required

• Ability to troubleshoot complex hardware and network issues

• Experience maintaining hardware systems, SATCOM terminal, including cable repair

• Windows OS and Linux System Administration expertise

• Must have a CompTIA Security+ certification

• Physically able to travel and conduct the physical actions necessary to include lifting, racking and stacking equipment

• Must have U.S. Passport with at least one year until expiration

• Must work well within a team environment, have good interpersonal skills, and ability to work effectively with customers and OEM vendors (for example: vendors for sensor systems and vehicle platforms)

Desired Skills/Experience:

• Prior Military or DoD experience

• Previous experience as a Field Support Representative

• Experience maintaining servers, network and/or communication, SATCOM terminal equipment

• SIGINT background

• College Degree or applicable technical certifications

• Program Mission focused approach to representing the USSF Program

Benefits

Work/Life Balance

Northstrat values true work life balance. We offer power of choice benefits designed to best meet the needs of you and your lifestyle. Our benefits programs are designed to support and encourage wellness, healthy living, retirement investment, and lifetime learning.

Pay Range

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications.Wealsooffer competitive compensation, benefits,andprofessional development opportunities.Please refer to our Benefits section for additional details.

Flex Time

Northstrat does not mandate specific working hours. Although project requirements may dictate schedules, a Northstrat employee is only required to work an average of 8 hours per weekday over the course of a month. For example: John worked 12 hours on June 1st to meet a project deadline. On June 15th, John only worked 4 hours because he left early for a long weekend. John's IBA was not debited for time off because flex time allowed him to carry over those 4 hours from June 1st.

Individual Benefits Account (IBA)

To attract and retain the highest quality staff, Northstrat provides a unique and versatile benefits package, the Individual Benefit Account (IBA), which places the power of choice in the hands of our greatest asset - the employee.

The purpose of the IBA is to provide attractive benefits to all full-time employees of Northstrat on a flexible basis that enables each covered employee to select a package that best suits his or her needs. Whether those needs are paid time off, medical expenses, prescription drug expenses, cash disbursement, or a combination of any of these, the IBA provides flexibility to help you meet your specific goals. The IBA can be used for such things as:

IBA Benefits accrue each month in the amount equivalent to 50% of the employee’s monthly compensation rate. That is, the effective dollar amount of this accrual is in addition to an employee’s salary.

Profit Sharing Plan (PSP)

The PSP is a qualified retirement plan that Northstrat funds quarterly on the employee’s behalf through the IBA in the amount equivalent to 25% (up to the IRS contribution limit) of the employee’s compensation. That is, of the 50% accrual in the IBA, half of the amount accrued is applied to the PSP.

Stock Options

Because Northstrat is an employee-owned company, all new employees are offered stock options. Employees have the opportunity to receive additional stock options based on accomplishment of individual performance goals. Stock owners elect the Board of Directors and are directly impacted by the success of the company.

Lifelong Learning

Our culture promotes and nurtures a growth environment. We hire and scale rapidly to meet the needs of our partner customers. Through periodic company sponsored training events, and the ability to use IBA funds for reimbursement of work-related education expenses you will have the opportunity to continually grow your skills and abilities.

Join Our Talented Team

We hire the BEST employees and value each one. Since 2021, The Washington Post has recognized Northstrat among its "Top Workplaces". We think that your friends and family will like it here too, so we offer employee referral incentives.

Northstrat is an Equal Opportunity Employer

We are committed to fostering an inclusive, diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status or other legally protected status.