Field Support Technician - NY City

Hubbell Incorporated•Solon, OH

3d•$60,000 - $75,000•Onsite

About The Position

The Field Technician will provide a high level of customer service in field installation of DCU equipment, DCU Upgrades, and troubleshooting complex issues. The Field Technician will resolve issues supporting Data Collectors (DCU). 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 Field Services Manager and Project Coordinator to adhere to project schedule, hear their concerns and build a strong relationship. Candidates must reside in New York City and Compensation will be based on experience and qualifications and will be discussed during the interview process. The salary range for this role is $60,000 - $75,000 annually and also offers a competitive benefits package. A Day In The Life• Install, troubleshoot and perform maintenance on Data Collection Units (DCU) within the five boroughs of New York City and surrounding areas as directed by Field Services Manager.• Ability to operate and maneuver bucket truck and or towable man lift up to 50ft on streets and roadways within New York City.• Ability to work outside in all-weather elements.• Observe and comply with all local regulatory traffic guidelines and laws for safety.• Safeguard, maintain and document inventory of repair parts and assigned equipment stored locally.• Troubleshoot customer backhaul connections (Ethernet, Cell, Fiber Optics). The technician will, at times, work directly with Aclara Technical Support to resolve communication or backhaul issues.• Troubleshoot / verify equipment installations in the field• Work closely with Field Services, Solution Performance, Technical Support and teams to resolve issues in the field.• 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. Additional Responsibilities:• 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 Coordinator to create an efficient project work plan.• Utilize specialized proprietary software and hardware as provided to accomplish tasks.

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) within the five boroughs of New York City and surrounding areas as directed by Field Services Manager.
Ability to operate and maneuver bucket truck and or towable man lift up to 50ft on streets and roadways within New York City.
Ability to work outside in all-weather elements.
Observe and comply with all local regulatory traffic guidelines and laws for safety.
Safeguard, maintain and document inventory of repair parts and assigned equipment stored locally.
Troubleshoot customer backhaul connections (Ethernet, Cell, Fiber Optics). The technician will, at times, work directly with Aclara Technical Support to resolve communication or backhaul issues.
Troubleshoot / verify equipment installations in the field
Work closely with Field Services, Solution Performance, Technical Support and teams to resolve issues in the field.
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 Coordinator to create an efficient project work plan.
Utilize specialized proprietary software and hardware as provided to accomplish tasks.