Field support engineer job description

United States, Georgia, Atlanta

Delta Flight Products

13-Sep-2022

Ref #: 17010

How you'll help us Keep Climbing (overview & key responsibilities)

+ The DFP Product Support Engineer - IFE Support provides exceptional support and is responsible for timely resolutions escalated from customers and field representatives, utilizing a high level of initiative, diligence and urgency in following through to assignment closure.

+ Responsibilities will include acting as the direct liaison on multiple topics including configuration, documentation, maintenance, and general support

+ Interfaces with Delta Air Lines service locations around the world to ensure that the proper material is available for installation, service and upgrade activities

+ Produces engineering drawings and work instructions pertaining to repair and installation of systems; ensures that all required documentation is released according to schedule

+ Provide Engineering support during the installation of new systems at airframers and during upgrades to existing systems

+ Evaluates training needs for internal and external parties and ensures that the right training is available and delivered

+ Analyzes IFE system performance and designs and makes modifications where necessary to meet specific customer needs and improve reliability

+ Perform troubleshooting in the diagnosis and resolution of issues with installed systems

+ Serve as a liaison between Customers, Vendors and Engineering for specification and drawings clarification and problem solving

+ Coordinate and successfully execute field service support projects, including coordination of suppliers, including FAL support subcontractor, vendor procurement and services and internal Delta Flight Products departments, as required

+ Utilize available material resources and/or consult with product experts to advance the resolution of issues in a timely manner

+ Document reported issues/concerns in DFP issue tracking tools

+ A moderate amount of overnight travel can be expected for this position (<25%). Both domestic and international travel may be required.

+ Practices safety-conscious behaviors in all operational processes and procedures

What you need to succeed (minimum qualifications)

+ Bachelor's degree in a field such as Engineering; will consider equivalent educational and/or work experience

+ Minimum of 3-6 years applicable work experience in a similar IFE Systems role is strongly preferred

+ Willing to travel domestically and internationally up to 25% of the time

+ Self-starting and capable of executing tasks within the allocated timeframe

+ Strong problem solving skills

+ Must be organized and present good communication skills

+ Proficient computer skills with recent working experience in MS Office (Word, Excel and PowerPoint)

+ Proficient in debugging log data to determine root cause

+ Embraces diverse people, thinking and styles. Consistently makes safety and security, of self and others, the priority.

+ Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.

What will give you a competitive edge (preferred qualifications)

+ Knowledge of Avionic and Aerospace regulations

+ Experience using Linux Bash command line

+ Experience with Smartsheet

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta's online system, or at any point in the selection process. To request a reasonable accommodation, please click here

**Field Support Engineer II**

**Overview**

**Synoptek**

We think globally, act locally. As a Managed Services Provider Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum are seeking to add a Field Support Engineer II to our talented team. Synoptek is a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. Want to see what we're made of? Head to Synoptek.com .

When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber level of team, results, growth and clarity. You are our ultimate investment and as part of that you will have access to continuous clarity in your personal and professional development, a team who has your back, mentorship to achieve rock-star level results. We foster a fun and connected environment with employee benefits extending beyond general compensation and into inspired camaraderie, beer-thirty, general office mayhem, a little fun in the midst of the chaos and an invested culture of learning.

**Responsibilities**

**Field Support Engineer II**

A Field Support Engineer II will provide onsite support to some of our key clients. We are looking for someone with an IT consulting background or history of field support experience. This role requires high energy, a strong in-person presence. This position will require a valid driver's license for the field support engineer to commute between clients

+ Ability to provide daily support to executive level personnel working within the non-profit, financial, marketing and technology industries.

+ Ability to provide advanced end user support in an enterprise environment

+ Ability to support Windows & Mac Operating Systems

**Qualifications**

**Minimum Qualifications**

+ Bachelor's degree or equivalent experience

+ Have one of the following or able to obtain within 6 months of employment: MCSA, VCP, CCENT, ITIL

+ 5+ years technical experience

+ 5+ years position specific experience

+ 3+ years mentorship experience

+ 5+ years of Project/ Client Engagement/ Customer Facing

+ Intermediate knowledge of Windows Server & Active Directory technologies (DNS, FSMO, DHCP).

+ Intermediate Exchange Platform Administration

+ Intermediate understanding of virtualized technologies. Solid understanding of SAN technologies

+ Basic knowledge of Firewall/Router/Switch/WAP (Configuration, maintenance & troubleshooting)

+ Basic ability to troubleshoot in a Linux/Unix environment

+ Driver's license

**Preferred Qualifications**

+ Excellent written communication

+ Proficient verbal and presentation communication

+ Excellent customer service

+ Analytical and innovative problem solving

+ Entrepreneurial and forward thinking

+ Experience supporting clients and executives

_We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors._

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.

We are currently seeking a Field Support Engineer in the Trenton, NJ area. The Field Support Engineer will provide advanced level technical support through the performance of on-site servicing and repair of complex pharmacy automation and systems. He/she will inspect and approve operational quality of system and equipment. The FSE periodically will also install products and train customers on its operation. When required, the FSE will lead new project teams and help create and update technical manuals and other product documentation.
IMPORTANT!
Candidates must be eligible to work in the United States on a permanent basis. If hired, you must be able to pass a background check and drug screen and have a clean driving record. This is not an IT support or helpdesk job. Prior hands-on experience with troubleshooting and repair is required. Knowledge of PCs and familiarity with basic networking is a must. HEAVY DRIVING is required.
Key Responsibilities
Installation, calibration, testing, maintenance and repair of pharmacy automation equipment and systems in various pharmacy environments. Manage installation assignments and assigned customers within a district.

Submit documentation and service reports via electronic reporting.

Deliver strong customer service and problem resolution skills at new and existing client sites. Ensure customer satisfaction and maximum uptime by maintaining equipment functionality and by troubleshooting and repairing hardware and software related problems. Monitor status of problem resolution at all times.

Instruct customers in the operation and maintenance of products. Serve as company liaison with customer on administrative and technical matters for assigned projects.

Mentor entry-level service engineers.

Increase knowledge, skills and abilities with focus on becoming a technical expert on core products.

Is prepared to respond to last-minute escalations which may require overnight stays.

Apply technical expertise and statistical analysis techniques to diagnose problems; refer to technical manuals and schematics as needed.

Ensure technical information is updated by reviewing and editing service manuals, service bulletins and product reference material.

Develop and implement programs for advanced product training. Act as the Subject Matter Expert (SME) by providing detailed technical training. Assist entry-level FSEs to shorten the learning curve on new products.

Foster positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner. Resolve problems in a timely and efficient manner.
Skills and Experience
Associates degree in Electronics Engineering, Electronics Engineering Technology, Mechanical Engineering Technology, Robotics Engineering or Biomedical Engineering Technology plus 3-5 years of experience in a field service role.

Bachelor’s degree preferred.

An equivalent combination of education and relevant experience servicing medical or complex business equipment may be substituted.

Excellent communication skills including good grammar, enunciation and listening skills.

Highly motivated to provide superior customer care.

The following networking and computer skills are required Proficient knowledge of Microsoft Operating systems including Windows 2000, XP, Windows 7, Windows 10

Extensive knowledge and ability to utilize DOS and CMD prompt commands.

Ability to locate and edit configuration and XML files within a file structure.

Knowledge of setup and use of routers and switches along with networking and TCP/IP

Proficient knowledge of Microsoft Office required.

Understanding of ghosting and re-imaging processes.

Strong mechanical aptitude and the ability to use standard hand tools to perform mechanical work.
Proficient with digital multi-meters and voltage/amperage testers.

Previous training experience strongly preferred.

True commitment to customer satisfaction with account management experience.

Must be a highly responsible professional who can perform work independently with little supervision.

SQL knowledge a plus.

Willingness to extend him/herself beyond the specified workday as required by the situation
Work environment and physical demands
The characteristics described below are representative of those encountered while performing the essential functions of this position. When properly requested and when feasible (without undue hardship to the company), reasonable accommodations will be made to enable individuals with disabilities to perform essential job functions.
This position may be subject to both outside environmental conditions as well as inside environmental conditions common to a pharmacy location during an installation or maintenance visit.

Work will primarily be in the field involving long-term standing and frequent walking as well as include common hazards maneuvering through pharmacy locations.

Work will also include working with fingers by picking, pinching, typing, and grasping often with repetitive motion.

Must be able to carry, lift and push/pull up to 50 pounds frequently and up to 100 pounds occasionally.

Must be able to stand up to 10-12 hours a day on occasion.

Must have the ability to see, smell, hear, talk, climb, balance, stoop, kneel and twist, crouch, crawl, reach, grasp, sit, stand, and walk.

Weekend and overtime and/or overnight work and travel may be required.

Daily car travel is required; occasional air travel is possible. Travel by car may average four hours per day, with occasional shorter and some longer drive times expected.

Additional physical duties may be required as necessary.

While COVID-19 precautions are in effect, this role requires use of face masks/face coverings and gloves while working in customer pharmacies.


Once you apply, you will be contacted by our HR Business partner, ExpressPros, to determine next steps in this process.