Field Engineer Specialist

Zayo Group•Indianapolis, IN

12d•$53,300 - $82,000•Onsite

About The Position

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises. We are seeking a highly organized and detail-oriented Field Engineer Specialist to organize and schedule field technicians for customer service appointments. The ideal candidate will play a key role in optimizing technician schedules, ensuring timely service delivery, and enhancing customer satisfaction. Our Field Engineer Specialist will work closely with the field service team, customers, and management to prioritize, assign, and track service calls while maintaining efficient use of resources. Please note that this role will be located in the Indianapolis, IN area and working in the field. Our ideal candidate will reside within 30 minutes of the Indianapolis, IN area.

Requirements

Must be located within 30 minutes of the Indianapolis, IN area.
Minimum of three (3) years of previous experience in the data networking field required.
Strong hands-on experience with routers and switches, including configuration, installation, and troubleshooting required.
Comfortable working independently in the field and managing priorities without direct oversight
Bachelors degree in a related field or equivalent experience
Strong verbal and written communication skills for interacting with customers and internal teams.
Exceptional organizational skills and the ability to manage multiple tasks, appointments, and technician schedules simultaneously.
Familiarity with Microsoft Office Suite (Excel, Word, Outlook) is required.
A customer-oriented mindset with the ability to handle customer inquiries and concerns professionally and empathetically.
Ability to independently perform network installations, break/fix support, maintenance, and site surveys preferred.
Experience building and deploying network infrastructure (routers and switches) preferred.
CCNA certification required along with experience working with Cisco products outside of a lab environment preferred.
While performing the duties of this Job, the employee is regularly required to sit, stand, walk and bend.
The employee must occasionally lift and/or move up to 75 pounds.
Must be able to utilize a standard 8ft or 10ft ladder.
The noise level in the work environment is moderate and changes daily.
Company hours accommodate our customer’s needs; evening, late night, and weekend hours are sometimes required to coordinate customer project work, maintenance, or emergency trouble restoration.
This is an exempt position so the hours of work will be dependent on the work that needs to be addressed to accomplish the work ascribed to this position.
Travel is required 90% of the time.
Must be willing to stay overnight as needed.
A good driving record and a valid driver’s license are required to maintain this position.
Travel can be local or anywhere in our customer base.
The employee must be willing and able to travel via any means necessary, including via automobile or airplane.

Responsibilities

Organize and schedule technician assignments based on customer requests, service requirements, and technician availability, ensuring timely and accurate delivery of services.
Ensure proper allocation of technicians based on skill set, location, and availability, maximizing efficiency and minimizing downtime.
Communicate with customers to confirm appointment details, manage expectations, and reschedule as necessary.
Track and monitor the progress of service appointments to ensure adherence to scheduled times and adjust schedules as needed to address any delays or emergencies.
Update and maintain accurate records of appointments, technician schedules, and service completion status in the scheduling system.
Quickly identify and resolve scheduling conflicts or issues, including rescheduling due to technician availability, customer requests, or unforeseen circumstances.
Work closely with the operations team, dispatchers, and management to ensure seamless service delivery and efficient use of resources.
Generate and review daily, weekly, or monthly reports on technician performance, service completion rates, and customer satisfaction.
Ensure a high level of customer satisfaction by ensuring timely, professional, and efficient service delivery.