Master Tech Field Eng

Unisys•Norwich, CT

About The Position

This role involves serving as a team or site leader, providing direction to other technicians, and potentially possessing specialized skillsets for niche client environments. The position focuses on ensuring best-in-class client experience across Field Engineering operations, troubleshooting and resolving client escalations, and supporting the roll-out of new products. The successful candidate will act as a subject matter expert, offering technical advice, assisting with technical training, and engaging with clients to resolve issues and ensure satisfaction. Responsibilities also include monitoring system performance, identifying recurring issues, and developing recommendations for process improvements to enhance client service and operational efficiency.

Requirements

High School Diploma or GED required
Generally, 7+ years’ experience in area of responsibility
Applicant should be eligible for any required authorizations from the U.S. Government due to potential 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.