Field Support Technician

Hubbell Incorporated•Solon, OH

2d•Remote

About The Position

The Field Technician will provide a high level of customer service in field installation of DCU (Data Collection Unit) equipment. Upgrades, and troubleshooting complex issues. The Field Technician will resolve issues supporting Aclara’s HeadEnd Controller (AclaraONE), Data Collectors (DCU) & client meter endpoints (MTUs). The Field Technician is responsible for meeting all contractual service level agreements for the work they are assigned. The Field Technician will provide timely support and resolution to our customers’ support requests. The Field Technician will work directly and communicate with the customer in person to adhere to project schedule, hear their concerns and build a strong relationship. This position has the flexibility to work remote in the US and will be required to travel up to 80%. Compensation will be based on experience and qualifications and will be discussed during the interview process. The salary range for this role is $53,800- $80,800 per year. This position offers a competitive salary and benefits package.

Requirements

Minimum of a High school diploma or equivalent.
3 or more years related experience and/or training in field technician role, technical support; or equivalent combination of education and experience.
Demonstrated technical and mechanical aptitude.
Ability to manage and organize personal and professional schedule.
Ability to meet deadlines and thrive in a constantly changing work environment.
Ability to operate and maintain current smartphone free of mechanical defects.
Ability to handle multiple tasks and work independently while following field procedures.
Intermediate knowledge of Microsoft Office Software Suite.
Solid command of the English language and its proper use.
Advanced written and verbal communication skills.
Outgoing, personable, and enjoy working directly with customers and coworkers.
Self-motivated and able to work effectively alone as well as part of a team.
Ability to communicate detailed technical information to an audience with various levels of technical understanding.
Valid driver’s license that is not under or pending suspension and must meet the required qualifications within the Company’s drivers’ policy, in addition to the below:
Maximum of 1 moving violation in the last three years in combination with one at fault accident.
Maximum of 2 moving violations in the last 3 years with no at fault accidents.
Maximum of 2 at fault accidents in the last 3 years with no moving violations.

Nice To Haves

2-year technical or Associates degree.
Experience working with electric, water, or gas utilities.
Basic electric or electronic training.
Experience in wireless or RF industry.
2 or more years of customer interfacing experience.
Prior field work experience.

Responsibilities

Install, troubleshoot and perform maintenance on Data Collection Units (DCU)
Ability to climb vertical ladders, some in excess of 150ft.
Ability to work outside in all-weather elements.
Troubleshoot customer backhaul connections (Ethernet, Cell, Fiber Optics). The technician will, at times, work directly with wireless carrier or Aclara Technical Support to resolve communication or backhaul issues.
Troubleshoot / verify equipment installations in the field. This will include working closely with the customer and visiting commercial and residential properties.
Work closely with Technical Support, Engineering, Account & Project Management and Customer Contacts.
Generate Field/DCU procedures for troubleshooting and equipment diagnosis.
Ensure compliance with Service Level Agreements through timely response and resolution.
Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system. This includes creating and uploading field reports upon the completion of job assignment.
Follow all safety guidelines and complete specified safety and product training including Department of Transportation (DOT) Certification, Confined Space Entry, Fall Protection, DOT Vehicle Safety Checks, etc.
Produce reports for installation and maintenance issues.
Utilize software applications to record and upload data from the field pertaining to installation, repair, inspection of equipment.
Coordinate and communicate design deficiencies, customer concerns and quality problems to supervisor and relevant departments.
Maintain a high level of expertise through continued training.
Work with Aclara Field Services Manager and Project Management to create an efficient project work plan.
Utilize specialized proprietary software and hardware as provided to accomplish tasks.