Customer Support/Field Service Engineer

DATAPATH INC•Duluth, GA

6d•Onsite

About The Position

DataPath is a global leader in satellite-based communications solutions that solve our customers’ toughest communications challenges in urgent time frames and under extreme conditions. We specialize in enabling complex communication networks that are critical to the operations of the Department of Defense, Civilian Government and commercial markets. DataPath is a dynamic and growing company where we pursue excellence, innovation and speed — and our employees who embrace these values are the greatest contributors to our continued success. We want creative talent to help assure the continued growth of our innovative technology to develop solutions to help our customers connect anywhere, anytime. We are seeking a Customer Support Engineer to join our team. This role is customer-support heavy and requires a technically capable, hands-on individual who can troubleshoot customer issues, coordinate repairs and returns, and provide an excellent customer experience from initial problem identification through resolution. The ideal candidate is comfortable communicating directly with customers, diagnosing technical problems, managing multiple support cases simultaneously, and working hands-on with antenna systems and components. The position also includes occasional on-site customer support, installations, troubleshooting, and service work as required. This is an in-person position in our Duluth, Ga facility.

Requirements

2+ years of experience in technical customer support, field service, electronics repair, engineering support, or a related technical role.
Must have knowledge in transportable and portable RF, antenna, satellite communications, or related equipment to include, but not limited to: Antenna Control Unit (ACU), satellite acquisition SSPA/HPA, LNA/LNB - Low Noise Fiber/Coax/Ethernet Cable Work FDMA/TDMA modems (satellite modems) Up-converters, down-converters
Strong troubleshooting and problem-solving skills.
Hands-on experience diagnosing and repairing mechanical and/or electronic equipment.
Excellent verbal and written communication skills.
Ability to explain technical concepts clearly to customers with varying levels of technical knowledge.
Read and interpret engineering drawings
Strong organizational skills and attention to detail
Ability to work independently while also collaborating effectively with engineering, manufacturing, and operations teams.
Comfortable working with tools, test equipment, and hardware.
Ability to manage competing priorities while maintaining a high level of customer service.
Must be a U.S. citizen.
Requires a valid U.S. driver’s license and the ability to obtain an international driver’s license.

Nice To Haves

8 years of experience in SATCOM and/or Gov’t contracts
Experience using electronic test equipment such as multimeters, power supplies, oscilloscopes, spectrum analyzers, or network analyzers.
Experience performing soldering, cable assembly, component replacement, or other repair.
Associate's or bachelor's degree in Electrical Engineering, Electronics, RF Engineering, Mechanical Engineering, or a related technical field is a plus.
US Department of War (DoW) Secret clearance preferred but not required
Customer-focused: Takes ownership and follows issues through to resolution.
Technically curious: Enjoys figuring out why something isn't working and determining fix
Hands-on: Comfortable moving between a computer, a customer call, and a workbench.
Organized: Keeps accurate records and ensures RMAs completed on time
Communicative: Provides clear updates and sets appropriate expectations with customers.
Resourceful: Able to work through unfamiliar problems and find practical solutions.
Team-oriented: Works effectively with multiple stakeholders

Responsibilities

Serve as a primary technical point of contact for customers experiencing product or system issues.
Respond to customer inquiries by phone, email, and other support channels in a timely and professional manner.
Troubleshoot hardware, mechanical, electrical, and system-level issues.
Guide customers through diagnostic procedures and provide clear, practical solutions.
Determine when issues can be resolved remotely and when equipment requires return, repair, replacement, or on-site support.
Document customer issues, troubleshooting steps, resolutions, and follow-up activities.
Escalate complex or recurring technical issues to engineering and product teams as appropriate.
Maintain a high level of customer satisfaction throughout the support and repair process.
Track open RMAs and proactively communicate status and expected completion dates to customers.
Provide on-site technical support when required, including troubleshooting, installation, maintenance, testing, and repair.
Travel to customer locations or deployment sites as needed.
Assist customers with equipment setup, system operation, and troubleshooting.
Represent the company professionally when interacting with customers in the field.
Provide feedback from field activities to engineering and product teams to help improve product reliability and customer experience.