Provide a high level of customer service in field installation of DCU (Data Collection Unit) equipment.
Upgrades, and troubleshooting complex issues.
Resolve issues supporting Aclara’s HeadEnd Controller (AclaraONE), Data Collectors (DCU) & client meter endpoints (MTUs).
Meeting all contractual service level agreements for the work they are assigned.
Provide timely support and resolution to our customers’ support requests.
Work directly and communicate with the customer in person to adhere to project schedule, hear their concerns and build a strong relationship.
Install, troubleshoot and perform maintenance on Data Collection Units (DCU).
Ability to climb vertical ladders, some in excess of 150ft.
Ability to work outside in all-weather elements.
Troubleshoot customer backhaul connections (Ethernet, Cell, Fiber Optics).
Work closely with Technical Support, Engineering, Account & Project Management and Customer Contacts.
Generate Field/DCU procedures for troubleshooting and equipment diagnosis.
Ensure compliance with Service Level Agreements through timely response and resolution.
Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system.

Minimum of a High school diploma or equivalent.
3 or more years related experience and/or training in field technician role, technical support; or equivalent combination of education and experience.
Demonstrated technical and mechanical aptitude.
Ability to manage and organize personal and professional schedule.
Ability to meet deadlines and thrive in a constantly changing work environment.
Ability to operate and maintain current smartphone free of mechanical defects.
Ability to handle multiple tasks and work independently while following field procedures.
Intermediate knowledge of Microsoft Office Software Suite.
Solid command of the English language and its proper use.
Advanced written and verbal communication skills.
Outgoing, personable, and enjoy working directly with customers and coworkers.
Self-motivated and able to work effectively alone as well as part of a team.
Ability to communicate detailed technical information to an audience with various levels of technical understanding.
Valid driver’s license that is not under or pending suspension and must meet the required qualifications within the Company’s drivers’ policy, in addition to the below:
Maximum of 1 moving violation in the last three years in combination with one at fault accident.
Maximum of 2 moving violations in the last 3 years with no at fault accidents.
Maximum of 2 at fault accidents in the last 3 years with no moving violations.

Field Support Technician

Key skills