Provide a high level of customer service in field installation of Data Collection Unit (DCU) equipment.
Resolve issues supporting Aclara’s HeadEnd Controller (AclaraONE), Data Collectors (DCU) & client meter endpoints (MTUs).
Meet all contractual service level agreements for the work assigned.
Provide timely support and resolution to customers’ support requests.
Work directly and communicate with the customer to adhere to project schedule.
Troubleshoot customer backhaul connections (Ethernet, Cell, Fiber Optics).
Work closely with Technical Support, Engineering, Account & Project Management and Customer Contacts.
Ensure compliance with Service Level Agreements through timely response and resolution.
Create and upload field reports upon the completion of job assignment.

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.

Field Support Technician

Key skills