Field Engineer

Work in partnership within operations and across various levels and departments of the organization to assist in planning, designing, migrating and troubleshooting client installation activities.

Work collaboratively with clients to meet contractual obligations in a subject matter expert support role and manage client expectations to ensure that product and service deployments are successfully completed on time and meet technical, business and operational expectations.

Monitor and drive throughout the project lifecycle to established implementation milestones, and participate in client status calls to ensure that projects remain on schedule. Ensure deployment engineering activities meet corporate client satisfaction objectives as well as internal and external SLAs.

• · Provide post-sales engineering implementation services for network solutions across various BBOX product and service offerings such as requirement definitions and implementation plans, end to end system designs, equipment staging, configuration creation and testing, and solution deployment of varying types of software and/or hardware network solution deployments spanning geographical separation.
• · Proactively assess solution specifications in light of changing customer requirements, and recommend solution changes that optimize value for both the client and BBOX organization.
• · Prepare documentation for internal and external clients detailing system designs and configuration of deployed solutions.
• · Develop and maintain professional and productive relationships with clients, infrastructure vendors such as ISPs and Carrier Services, software & hardware vendors and related key contributors to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
• · Provide technical overview of product architecture, functionality, system / data requirements, service delivery and integration with enterprise applications.
• · Continuously expand, research and leverage knowledge of market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
• · Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the operating systems, networking infrastructure and products & services that BBOX supports.
• · Meet all financial performance objectives for area of responsibility and take corrective action as needed.
• · Implement and make recommendations to improve methodologies, core competencies and processes for deployment engineering to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
• · Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs.
• · Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
• · Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization to execute deployment engineering functions and company priorities.
• · Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.
• · Achieve performance targets established by leadership…