Field Applications Engineer

Pelco Products Inc•Edmond, OK

About The Position

The Field Applications Engineer serves as the technical expert and customer advocate for Pelco’s electronic products across all subsidiaries. This customer-facing role combines deep technical expertise with exceptional service delivery, focusing on post-sales support, field troubleshooting, customer training, and product application engineering. The Field Applications Engineer ensures customers successfully implement and operate our solutions while serving as the critical link between customers and internal engineering, manufacturing, and sales teams. This role requires extensive travel (up to 50%) to customer sites and state agencies to provide hands-on support, conduct training, manage product approvals, and resolve complex technical challenges in real-world field conditions. Additionally, this position plays a vital role in knowledge transfer to the Customer Success team and provides critical field feedback for new product development initiatives.

Requirements

High School Diploma or equivalent required.
5+ years of customer-facing technical support, field service, or applications engineering experience.
Demonstrated experience troubleshooting electrical/electronic systems, control devices, or technical equipment in field environments.
Proven track record of building and maintaining strong customer relationships in technical support or field engineering roles.
Experience training or mentoring others on technical concepts and troubleshooting methodologies
Strong understanding of electrical systems, control circuits, and electronic equipment troubleshooting.
Ability to read and interpret electrical schematics, wiring diagrams, and technical documentation.
Proficiency with multimeters, diagnostic equipment, and standard electrical test tools.
Advanced computer skills including Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
Experience with CRM systems, helpdesk platforms, and customer database management.
Ability to learn new software systems, technical platforms, and operating procedures quickly.
Exceptional written and verbal communication skills with ability to explain complex technical concepts clearly to diverse audiences.
Strong presentation skills for delivering training sessions, technical demonstrations, and customer meetings.
Excellent customer service orientation with commitment to exceeding customer expectations.
Professional demeanor and ability to represent the company brand positively in all customer interactions.
Ability to work effectively both independently and as part of cross-functional teams.
Strong documentation skills with ability to create clear, concise technical content and training materials.
Self-motivated and able to work with minimal supervision while managing multiple priorities.
Methodical and analytical problem-solving approach with ability to diagnose issues systematically.
Strong organizational and time management skills with attention to detail and follow-through.
Flexible and adaptable to changing customer needs, travel schedules, and business priorities.
Professional attitude with strong work ethic and commitment to customer success.
Collaborative mindset with willingness to share knowledge and support team development.
Valid U.S. driver's license with clean driving record.
Ability and willingness to travel up to 50% (air and ground travel within United States and Canada).
Consistent, reliable attendance and punctuality at assigned work location

Nice To Haves

Associate's or Bachelor's degree in Electronics Technology, Electrical Engineering, Engineering Technology, or related technical field.
Previous experience in traffic safety, transportation, intelligent transportation systems (ITS), or related industries.
Experience working with municipalities, state agencies, contractors, or system integrators inB2B/B2G environment.
Familiarity with MUTCD (Manual on Uniform Traffic Control Devices) and traffic safety standards.
Background in electronics repair, field service engineering, or technical sales.
Experience participating in new product development or testing programs.
Valid passport with ability to travel to Canada and internationally.

Responsibilities

Serve as expert-level technical resource for customers experiencing product issues, application challenges, or operational questions.
Diagnose and resolve complex field problems including electrical system integration, communications issues, and equipment malfunctions.
Provide rapid-response troubleshooting support via phone, email, and remote access tools to minimize customer downtime.
Travel to customer sites to perform hands-on troubleshooting, system testing, and problem resolution for critical issues.
Develop and maintain comprehensive technical support responses that elevate the company brand and exceed customer expectations.
Serve as customer advocate by capturing and relaying customer feedback to engineering, product, and quality teams.
Provide pre-installation technical guidance to contractors, installers, and system integrators on proper product application.
Conduct on-site installation support for complex projects, ensuring proper configuration and commissioning of systems.
Perform field validation testing to verify system performance meets customer specifications and safety standards.
Troubleshoot installation challenges in real-time, providing creative solutions to ensure successful project completion.
Document field conditions, installation best practices, and lessons learned to improve future installations.
Design and deliver comprehensive product training programs for customers, contractors, and end users.
Conduct both remote and on-site training sessions covering product operation, maintenance, and troubleshooting.
Develop training materials including videos, user guides, quick reference cards, and technical documentation.
Proactively engage with key customers to provide advanced training and ensure they maximize product value.
Create product digital content to support customer self-service and sales efforts.
Build first-name relationships with high-profile customers through exceptional availability and responsiveness.
Analyze customer project requirements and recommend optimal product solutions based on specifications and field conditions.
Support Regional Sales Managers with technical expertise on complex projects requiring specialized product knowledge.
Review bid specifications and help sales team determine best product configurations for competitive yet reliable solutions.
With Customer Success Lead, maintain organized catalog of product information, technical specifications, and application guidelines for rapid retrieval.
Document unique customer situations, technical solutions, and field lessons learned.
Create and maintain support documentation, installation guides, and troubleshooting procedures for internal and customer-facing use.
Maintain detailed project records and customer interaction history to serve as trusted information source.
Document field failures, root causes, and corrective actions to build institutional knowledge and prevent recurring issues.
Conduct regular knowledge-sharing sessions with Customer Success team to transfer field expertise and technical insights.
Assist Customer Success Specialists on complex technical issues, troubleshooting methodologies, and product application strategies.
Share real-world customer case studies and application examples to enhance team understanding of product usage scenarios.
Provide mentorship and technical guidance as needed to customer success team members on escalated customer issues.
Document and communicate emerging field trends, customer pain points, and competitive intelligence to inform team strategy.
Collaborate with team to standardize technical responses and ensure consistent, high-quality customer communications.
Serve as field representative and customer advocate during new product development cycles.
Provide critical input to Product Technology Engineering team based on customer needs, field observations, and application requirements.
Participate in product design reviews, offering real-world perspective on serviceability, and customer usability.
Conduct field testing and validation of prototype products in actual customer environments and applications.
Coordinate beta testing programs as needed with select customers, gathering detailed feedback on product performance and features.
Document field test results, performance data, and customer feedback to guide product refinement and improvement.
Identify product enhancement opportunities based on customer requests, competitive analysis, and market trends.
Support development of installation procedures, user documentation, and training materials for new product launches.
Provide early customer feedback on prototypes to ensure products meet real-world application requirements before full production.
Partner with Product Technology Engineering team to communicate customer feedback, field failures, and product improvement opportunities.
Collaborate with Quality team on root cause analysis of field issues and validation of corrective actions.
Support Sales team with technical presentations, customer meetings, and product positioning for strategic accounts.
Provide market intelligence and competitive insights to leadership team based on customer interactions and field observations.
Identify and implement customer service improvement initiatives to enhance responsiveness and support quality.
Gather customer feedback on satisfaction, pain points, and opportunities to improve the customer experience.
Analyze trends in customer inquiries and field issues to identify systemic problems requiring product or process changes.