Field Service Engineer - Must be within 2.5 hour drive of Campo, CA

General Dynamics Information Technology•El Cajon, CA

1d•$68,000 - $92,000•Remote

About The Position

Support a fielded Border Patrol surveillance system whose purpose is to provide situational awareness in support of the Border Patrol's mission. The system is deployed along the Southern Border of the United States and requires someone who enjoys working outdoors, can efficiently manage their time, works with a team and enjoys learning and adapting to new technology. This role involves providing on-site troubleshooting, diagnosis, and resolution of technical issues for equipment and systems. The Field Engineer will conduct root-cause analysis on hardware, software, and network issues to restore functionality. They are responsible for promoting and providing GDIT products or services in government customer locations and maximizing customer satisfaction. The role also includes providing technical advice and guidance on installation, adaptation, configuration, and/or enhancement of GDIT technical products, programs, and systems, as well as installing, configuring, and testing new equipment and systems. Routine maintenance and preventative care to optimize equipment performance and reduce downtime are also key responsibilities. The Field Engineer will act as a liaison between the GDIT program and customers, train end-users on proper system use, maintenance, and troubleshooting procedures, and offer remote support. They must maintain a productive working relationship with customers while protecting business interests and assist with customer needs, striving to resolve issues promptly. Additionally, the role requires creating performance reports, managing complex projects, and maintaining detailed documentation of service visits. Reporting recurring issues and potential improvements to engineering and product teams is essential for continuous improvement. Collaboration with sales, product, and engineering teams is expected, as is acting as a liaison between the customer and the company. The Field Engineer will support GDIT business plans and initiatives, paying attention to detail and organization to present a positive company image. Following strict company and industry privacy regulations, creating effective technical reports, presenting to customers, cultivating new commercial relationships, and developing strong partnerships with vendors are also part of the role. The Field Engineer reports to the service manager in their department.

Requirements

US Citizenship Required
Must have a valid driver’s license
Must be able to obtain a Public Trust BI
Must be able to lift at least 35 pounds
Proficiency in troubleshooting hardware, software, and networking issues.
Ability to read and interpret technical manuals, schematics, and wiring diagrams.
Excellent communication skills and the ability to explain technical concepts to non-technical users.
Strong customer service orientation with a problem-solving mindset.
Ability to work independently, manage time effectively, and prioritize tasks.
Will need to drive to customer locations (sometime remote) located in the assigned area of responsibility daily to perform routine maintenance and troubleshooting
Bachelor of Science preferred; High School diploma mandatory
2+ years of related experience.
Previous working experience in information technology, network operation or security operation centers may be helpful.
Experience with Communication systems including Microwave, Radar, and Video surveillance systems a plus

Nice To Haves

Must be within 2.5 hour drive of Campo, CA
Enjoys working outdoors
Can efficiently manage their time
Works with a team
Enjoys learning and adapting to new technology
Paying substantial attention to detail and organization to present a positive company image on the road.

Responsibilities

Provide on-site troubleshooting, diagnosis, and resolution of technical issues for our equipment and systems.
Conduct root-cause analysis on hardware, software, and network issues to restore functionality.
A Field Engineer is responsible for promoting and providing GDIT products or services in government customer locations.
Maximize customer satisfaction to the greatest degree possible, including cases where they are brought in to resolve an issue.
Provide technical advice and guidance on installation, adaptation, configuration, and/or enhancement of GDIT technical products, programs, and systems.
Install, configure, and test new equipment and systems according to client specifications and GDIT guidelines, process and procedures.
Perform routine maintenance and preventative care to optimize equipment performance and reduce downtime.
Act as a liaison between the GDIT program and customers to increase brand loyalty.
Act as a resource to train end-users on proper system use, maintenance, and troubleshooting procedures.
Offer remote support to government clients, guiding them through troubleshooting steps when on-site visits are not feasible.
Maintain a productive working relationship with direct and indirect customers while protecting the business interests.
Assist with customer needs and strive to resolve any issues in a prompt manner.
Create performance reports, as well as manage complex projects across different sectors or states.
Maintain detailed documentation of service visits, including issues identified, solutions provided, and future recommendations.
Report recurring issues and potential improvements to the GDIT program engineering and product teams for continuous improvement.
Work closely with sales, product, and engineering teams to ensure high levels of service and customer satisfaction.
Act as a liaison between the customer and the company to ensure smooth communication and clear expectations.
Provide support for GDIT business plans and initiatives.
Follow strict company and industry privacy regulations.
Create effective technical reports, and present to customers on a regular basis.
Cultivate new commercial relationships and develop strong partnerships with vendors.
Provide technical field support for company products by servicing sites and/or delivering or installing equipment.
Resolve maintenance and operational issues in the field.
Perform troubleshooting procedures.

Benefits

Full-flex work week
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
Ability to contribute both pre and post-tax dollars to 401(k) up to the IRS annual limits and receive a company match
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
Short and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance