• May serve as team or site leader, providing direction to other technicians.
• May have specialized and specific skillsets to support niche client environments.
• May assist with resource / task scheduling and resource management.
• Ensures best in class client experience across Field Engineering operations.
• Troubleshoots and resolves client escalations from team members.
• Supports roll-out of new, enhanced or upgraded products.
• Serves as subject matter expert, providing technical advice as required to help team members resolve difficult or unanticipated issues.
• Assists in providing technical training and improvement programs.
• Engages with dissatisfied clients to help resolve perceived issues, address technically complex situations and ensure satisfaction.
• Monitors equipment, system and network performance, identifying and addressing systemic and/or recurring issues.
• Develops and recommends ways to improve frontline solution processes, striving for improved client service, error reduction, operational effectiveness and efficiency.