Field Support Engineer (Hybrid)

Keystone Technologies • Lansdale, PA

21d • Hybrid

About The Position

The Field Support Engineer is a primary contact for customer jobsite needs, most often involving troubleshooting, coordination, and testing; and sometimes product commissioning and audits for lighting projects. This role involves growing Keystones field support capabilities, managing advanced RMA cases, and maintaining strong customer relationships. This position will also train members of the sales teams, customers, and product development team members on products and services.

Requirements

• Associates Degree in Engineering or related field required
• Relevant experience in product development and/or field support
• Demonstrated understanding of electrical and lighting technology fundamentals
• Experienced with technical troubleshooting to root cause
• Expertise in Quality management and Lean principles
• Excellent verbal and written communicator with a high attention to detail
• Highly proficient with Microsoft Office Suite
• Time management and prioritization skills
• Eager and able to learn every day and are a positive team-player
• Ability to coordinate across multiple parties throughout the day while maintaining a positive communication style and record of all interactions
• Uphold and implement Keystones Core Values, consistently aligning actions and decisions that reflect the core principles

Responsibilities

• Act as a primary point of contact for field support needs
• Manage resolution of advanced RMA cases which need technical investigation
• Support key customer relationships, navigating sensitive situations to identify and execute solutions to make sure all parties are satisfied
• Perform troubleshooting, product commissioning, audits, and other services required to ensure smooth execution of all stages of lighting projects
• Grow Keystones field services capabilities
• Educate and train sales, customers, and less technically experienced product development team members on our products and services
• Develop and maintain training programs for Product Support to establish good practices and strong troubleshooting skills for the support team
• Provide wiring and troubleshooting support for the production team, and development and maintain processes and support documentation
• Provide application support for unique sales field requests aiding in the development of customer relationships
• Occasional travel to tradeshows and jobsites
• Potentially assist with sales/marketing display construction and maintenance

Benefits

• medical
• dental
• vision
• voluntary life insurance
• employer-paid group life insurance
• short-term disability
• a 401k plan with company match
• paid time off
• philanthropic opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree