Field Support Engineer (Hybrid)

Keystone Technologies•Lansdale, PA

3d•Hybrid

About The Position

This is a hybrid position. Please do not apply unless you are local to our office in Lansdale, PA. About Keystone Technologies: Founded in 1945, Keystone Technologies is a third-generation, family-owned business headquartered in the Greater Philadelphia area. A national leader in the commercial and industrial lighting industry, Keystone reaches customers across the U.S. with its mission of "Light Made Easy." Who We Are: Were not your typical lighting company and we like it that way. At Keystone, we move fast, think big, and challenge the status quo to deliver on our promise of Light Made Easy. Our team thrives on new ideas, supports one another, aims high, works hard, and laughs often. And we always put people first whether thats our customers, partners, or each other. If youre passionate about growing, collaborating, and making a difference, youll feel right at home here. Our Core Values Wow Customers: Every interaction is an opportunity to show how much we care and appreciate all our customers, internal and external, so we create unique experiences that go above and beyond their expectations. Grow Passionately: We embrace growth through creativity, curiosity, and an eagerness to learn. Our work isnt just about achieving more; its about evolving personally and professionally, transforming at every opportunity. Do Right: Its not just good ethics to do the right thing; its good business. We uphold the highest integrity, and we do the right thing even when its hard. Why? Because trust is our most important currency. Value People: We come from a range of backgrounds, affiliations, and experiences. We honor everybodys story and build lifelong relationships, whether with colleagues, customers, or partners, because to reach our fullest potential means empowering people to thrive. Challenge Convention: We refuse to blindly accept the status quo. With agility, courage, and tenacity, we continuously improve asking tough questions, looking beyond surfaces, and not stopping to rest on our accomplishments. What we offer : Our benefits include medical, dental, vision, voluntary life insurance, employer-paid group life insurance, short-term disability, a 401k plan with company match, paid time off, and philanthropic opportunities. The Opportunity: The Field Support Engineer will be the primary contact for field service needs, providing both remote and on-site support, including product commissioning, troubleshooting, and audits for lighting projects. This role involves growing Keystones field service capabilities, managing advanced RMA cases, and maintaining strong customer relationships. This position will also train sales teams, customers, and product development team on products and services.

Requirements

Associates Degree in Engineering or related field required?
1-3 years of 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
Strong 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 service needs
Perform remote and on-site support, including product commissioning, troubleshooting, audits, and other services required to ensure smooth execution of all stages of lighting projects
Grow Keystones field services capabilities
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
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 assistance with sales/marketing display construction and maintenance
Regular travel to tradeshows and jobsites