Field Technician

The primary role of the Embedded Field Technician is to facilitate the service and implementation of PARCS hardware and software and provide ongoing direct support for a single, large customer. An essential component of this role is the ability to troubleshoot technical problems related to software, hardware, OS, network, database, etc. and perform the necessary service actions required to correct said technical problem.

Responsibilities include assisting T2 Sales and Sales Engineers with the technical requirements and hardware implementation plans for PARCS installations, developing and overseeing test plans to confirm hardware and software performance in accordance with contractual obligations, documenting test results, and performing required onsite installation, commissioning, and relevant service tasks.

The Field Technician develops and maintains support documentation and training to allow for effective knowledge transfer to T2 staff and customers regarding T2 PARCS products.

• Primary responsibility is service and support of existing customers. This consists of troubleshooting system issues, break-fix repairs, network diagnostics, RMA processing, vehicle inventory management, preventative maintenance, work order submissions, report submissions and customer relationship management.
• This position requires an on-call rotation for potential emergency after-hours service.
• Configures solution, as designed, for staging and acceptance testing. Assists in project solution testing and customer approval.
• Works closely with the Sales Engineers and Project Managers to understand all project deliverables and system designs. Performs installation and implementation tasks as required by project scope.
• Works with parking access and revenue control equipment installers as necessary to provide onsite hardware installation and support. Inspect on-site activities of 3rd parties and provide appropriate guidance based on solution knowledge and subject matter expertise.
• Provides customers high quality onsite and remote technical support and troubleshooting assistance for T2 and 3rd party software and hardware. Provides feedback, knowledge, and materials to T2 support staff to improve the overall customer experience.
• Develops and maintains documentation for installation and support of T2 PARCS software and hardware. Periodically reviews and contributes to self-service documentation and other knowledge-oriented sources.
• Obtains and maintains expertise in T2 PARCS software and supported hardware. Researches, understands, and evaluates competitive solutions. Receives and relays direct feedback from customers in order to improve product functionality and competitiveness.
• Maintains information technology skills including familiarity with computer hardware, operating systems, databases, scripts, firewalls, networking, communication methods, etc., and has the ability to rapidly learn software product installation, configuration, and operational characteristics.
• Maintains a professional and appropriate appearance and demeanor when working with customers and partners.

Note:

The statements contained herein describe the essential functions of this position, but should not be considered to be an all‑inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.

• Other duties as assigned.
• Some component of assembly, troubleshooting, and repair.

• None at this time.

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 3-10 years’ experience as a service technician in the Manufacturing/Security/Electronics/Parking or Transportation industry
• Experience in software/firmware environment preferred.

• Extensive knowledge of T2’s software products, services, and processes is required which can…