Regional Field Services Technician - Memphis, TN

Job Objective

The Field Services Technician is accountable for ensuring continuity of Intermodal IT system services and hardware management by providing the technical expertise, assistance, installation, and coordination necessary to maintain daily operations of Norfolk Southern regional operations. The initial responsibilities are further outlined in the NS statement of work outlining our regional technology support responsibilities. This is a travel-intensive role requiring approximately 80% travel and 20% remote work.

• This position will be held in Memphis, TN, and will also be responsible for Rossville, TN;
  Charlotte, NC;
  Charleston, SC and Georgetown, KY.
• Responsible for all tasks associated with hardware and software processes for Field Testing and Terminal Support
• Training in additional field tech as required. Issue management and resolution Communications management
• Successfully diagnosed, troubleshooted, and resolved software and hardware problems. Ability to manage multiple priorities and technical support problems
• Dedication to customer satisfaction
• Assure continuity of the computer system for all system users. Install selected software and hardware products
• Repair hardware as necessary and work closely with service vendors to ensure continuity of service. Provide technical assistance and advice to users locally and remotely, as needed
• Assist in implementing practices that will more effectively help Buckeye Mountain customers. Trains users on software and hardware on-site, as required
• Follow all safety rules, operating guidelines and procedures
• Contribute to the continuous improvement of safety, efficiency, and positive work environment
• Select vehicles for loading based on defined criteria
• Identifying complex problems relating to customers and/or machines, reviewing related information to develop and evaluate options and implement effective and strategic solutions
• Communicate essential information on a timely basis to key stakeholders such as customers, management and engineering

• Ability to work under pressure in a fast-paced environment
• Commitment to embrace innovation, technology, and continued growth
• Strong organizational skills and multi-tasking abilities
• Excellent communication skills
• Ability to analyze and solve complex problems
• Mechanical Aptitude and low voltage knowledge would be a plus

• Eighteen years of age or older
• High school diploma or GED required, associate degree in a related field preferred
• Computer experience and aptitude
• Background in customer service or call center is preferred

• The employee is required to converse and hear in industrial settings – indoor & outdoor (noise level is moderate)
• The employee is frequently required to move about on concrete and uneven surfaces for extended periods of time
• The employee is required to work outdoors safely in all weather conditions for extended periods of time
• The employee is occasionally required to reach with hands and arms, ascend or descend ladders safely at heights of 10 feet or more, balance, squat, and kneel
• The employee must be able to work in confined spaces
• The vision requirements: close vision, distance vision, peripheral vision, depth perception and adjust focus
• Job requires the employee to frequently raise or lower objects up to 50-75 lbs from one level to another regularly during the shift

• The job is expected to be self-directed, take initiative, and be persistent when appropriate to accomplish necessary duties and keep busy without prompting. Additionally, the analyst is expected to be
• Adaptable/flexible to changing work assignments
• Analytical, organized and detail-oriented
• Able to perform multiple tasks at once
• Compose correspondence and other documentation in a professional manner
• Express ideas constructively
• Actively listen to others
• Manage time effectively and efficiently to meet deadlines
• Learn and memorize procedures
• Display a cooperative attitude
• Read, understand, and follow all company, job specific and safety policies/procedures
• Attend/use all required training

• Analysis of the high-level requirement documents and…