Sr Field Service Engineer

Key Responsibilities:

• Customer Support
• Develop installation scope of work documentation; manage ASO (Authorized Service Organization) technician performance while installing products in customer environment, include directing work of technician, assessing technician capability, reviewing and assessing installation results.
• Drive product adoption and user experience with customer – ensure end user maximizes the full potential of the product through instructional demonstrations; ensure ASO technician is equipped to properly troubleshoot issues.
• Provide Engineering with recommendations for product, installation, and maintenance improvements.
• Lead ongoing monitoring of product performance, log retrieval, log analysis, and Engineering escalation if necessary; includes providing directions to Engineering based on issues observed.
• Lead customer lab setup and product integration, manage updated software to established customer labs and assist as needed.
• Collaborate with commercial team and validate that customer simulators are configured correctly and is consistent with customer environment.
• Field Validation
• Apply advanced technical knowledge to analyze complex systems, diagnose problems, validate performance, manage third party installers, and make independent technical recommendations regarding matters of significance which are more often followed than not.
• Develop beta/field validation test criteria, select sites that meet test criteria, manage and direct work activity of ASO technician and oversee the installation of beta/field validation test products at customer site locations.
• Develop report including beta/field validation test results and recommend approval or rejection of product to the Engineering and Product Management teams; report includes modification recommendations.
• Collaborate with Engineering team and gain an understanding of new product dependencies and system integration requirements.
• Provide required updates and reports on product performance and convey performance issues to Engineering and Product Management.
• Prepare and distribute field validation completion reports, summarize findings and provide recommendations regarding production enablement readiness.
• Trade Show support
• Load software, test equipment, to ensure successful presentation at trade show.
• Provide input on trade show layout design.
• Technical Subject Matter Expert
• Supervise and support ASO / Technicians during new installs, customers pilots and other requests.
• Drive and ensure quality is delivered when engaging Field Support services.
• Advanced troubleshooting including deep-dive diagnostics using logs, debugging tools, network traces, profilers, or source code.
• Escalation point and liaison for complex customer escalations; L1/L2 Customer Support, Product Management, and Engineering.
• Knowledge creation: write internal documentation, playbooks, and conduct training for L1/L2 support teams.
• Provide design recommendations for serviceability and usability based on technical experience.
• Provide internal and external onsite training for product installation, operation, and support.
• Investigate escalated field issues. This includes initiating site visits, troubleshooting and documenting technical issues, capturing, and analyzing log data, escalating to Engineering and executing resolution recommendations from Engineering.
• Qualification Requirements:
• Bachelor’s or higher degree in a technical, engineering, or related field preferred; significant and in-depth experience may be substituted for a degree.
• Prior field-based technical support experience in fueling industry highly preferred.
• High level of technical knowledge on fueling payment, POS and network systems preferred.
• Up to 50% travel requirement. Must be able to travel with short notice.
• Must have a valid driver’s license and be legally able to drive.
• Must be fully capable and willing to abide by company credit card rules when using company provided credit card for business travel related purposes.
• Behavioral Requirements:
• Comply with all company policies.
• Initiative-taker/self-motivated, manages own schedule in manner which yields best results.
• Able to work in a high-paced and dynamic team environment.
• Incident management under pressure.
• Excellent problem solver, with deductive reasoning and troubleshooting skills.
• Documentation discipline as it relates to support function.
• Cross-team collaboration.
• #LI-SB2
• #SWE
• This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan. We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.
• All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.
• Fraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/. To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.