Field Service Engineer

Job DescriptionRole: System Engineer - Installation Support

Location: Mumbai

Team: Field Operations

Years of experience: 5+ years

Reporting to: Field Operations Manager

Brief about Role & Responsibilities:

As a System Engineer, you bring best practices to execute system set-up for system backend configuration to yield analytics model and bring an engineering mindset to discussion on how data is populated from its source Sensor devices to its use in providing the real estate optimization solutions.

You are analytic and bring structure to your work, you champion consistency and predictability and you are self-driven and motivated. You enjoy collaborating with different stakeholders to drive a system setup and are naturally able to collaborate with Installers, project engineers, device engineers as well as product & business people.

· Become an established technical troubleshooting “expert” supporting & providing guidance to the Field Engineers globally to install Freespace products and resolve issues with products/connectivity.

· Responsible for on-site deployments, post install reports, backend changes as per field inputs, System go-live and analytics set-up.

· Provide technical expertise for all questions arising during the trouble shooting process. Respond to questions arising from different client stakeholders with corresponding technical responses.

· Use your project and internal / client stakeholder management expertise to develop, agree and deliver technical projects for larger complex issues.

· Identify trends and potential problem sources escalating, where necessary. Gather data and share finding

· Investigate queries and liaise with product team, if necessary, to ensure problems are resolved. Determine the root cause issues and thoroughly document resolutions and workarounds as Knowledge Based articles.

· Lead and participate in continuous improvement reviews to evaluate the process and identify areas for development.

· Be competent with how internal & external third-party platforms operate. Establish key contacts & relationships with internal & external colleagues.

· Act as a primary interface with the Development Team on any escalations from client users and own the resolution path for detailed technical solutions to issues.

· Develop and regularly maintain a great general knowledge of all Freespace products to help define new ways of trouble shooting & investigation issues.

· Coordinate with Support team & Account Management in the organization to provide updates on issues identified & working progress.

The Person:

· A genuine commitment to placing the customer first.

· A positive can-do attitude, able to work on own initiative.

· Ability to make decisions, compile reports based on data analytics.

· Able to work fast and solve problems under pressure at times of high workload and competing priorities.

· Remain focused, composed, optimistic and flexible in difficult situations, resilient and bounce back from failures or disappointments.

· Focuses on results and desired outcomes and how best to achieve them.

· Comfortable working with ambiguity & to question to gain full understanding.

· An ongoing commitment to learning and self-improvement.

· A willing and helpful person who thrives on providing support for the team to achieve their goals.

· Flexible; willing to shift work hours where needed to remotely support global field Operations in a 24*7 rotational setup.

Required skills & experience:

· Bachelor’s degree in ENTC, Electronics, or relevant engineering stream.

· Minimum 4 years of experience in network and control systems.

· Knowledge of network services.

· Knowledge of Router and AP troubleshooting.

· CCNA certification/ knowledge is good to have.

· Strong cause-effect analytical abilities to solve problems.

· Understanding Prod and AWS (Lambda, Athena, S3) would be great to have.

· SQL proficiency medium to expert level.

· Strong problem-solving skills

· Team coordination experience.

· Excellent communication skills.

· Excellent Inter-personal Skills

Behaviors and Mindset:

· Be passionate about understanding the business problem and using data to tell the stories in delivering solutions that drive client decisions.

· A keen solution mindset that helps users achieve the best out of a product feature.

· Clarity of thinking and an ability to explain complex logic and reasoning in simple language.

· Convincing and confident with technical knowledge, yet humble and inclusive in getting buy-in from clients and partners.

· Highly organized, able to manage multiple projects simultaneously.

· Extremely client-focused as well as flexible and agile; able to adapt quickly and responsively to client needs.

· Ensure high standards by instilling data quality checks, code reviews, and documentation in work and team practices.

· Able to challenge solutions and processes in creating the best products and environment to work.

· Unafraid to own mistakes.