Master Tech Field Eng

Unisys•Norwich, CT

About The Position

This role involves providing technical leadership and support within Field Engineering operations. The Master Tech Field Engineer may serve as a team or site leader, offering direction to other technicians and potentially possessing specialized skillsets for niche client environments. Responsibilities include assisting with resource and task scheduling, ensuring a best-in-class client experience, troubleshooting and resolving client escalations, and supporting new product roll-outs. The role also requires acting as a subject matter expert, providing technical advice, assisting with training programs, engaging with dissatisfied clients to ensure satisfaction, and monitoring system performance to identify and address issues. Additionally, the position involves developing and recommending improvements to frontline solution processes to enhance client service, reduce errors, and increase operational effectiveness and efficiency.

Requirements

High School Diploma or GED required
Generally, 7+ years’ experience in area of responsibility
Eligible for any required authorizations from the U.S. Government for access to export-controlled commodities and technology.

Nice To Haves

May require technical certification or Associate Degree

Responsibilities

May serve as team or site leader, providing direction to other technicians.
May have specialized and specific skillsets to support niche client environments.
May assist with resource / task scheduling and resource management.
Ensures best in class client experience across Field Engineering operations.
Troubleshoots and resolves client escalations from team members.
Supports roll-out of new, enhanced or upgraded products.
Serves as subject matter expert, providing technical advice as required to help team members resolve difficult or unanticipated issues.
Assists in providing technical training and improvement programs.
Engages with dissatisfied clients to help resolve perceived issues, address technically complex situations and ensure satisfaction.
Monitors equipment, system and network performance, identifying and addressing systemic and/or recurring issues.
Develops and recommends ways to improve frontline solution processes, striving for improved client service, error reduction, operational effectiveness and efficiency.