Field Services Engineer

Our client is a cutting-edge provider of artificial intelligence software and robotics automation for reverse logistics in the wireless/mobility industry.

Remember when you upgraded your phone and traded-in your old device? Our client's AI powered robots probably performed the functional testing and cosmetic grading on your phone before it was sold into the secondary market. They process millions of devices a year across the globe and our vision of fully automated operations is changing the world of reverse logistics.

Responsibilities:

• Help customers optimize their usage of our products/robotics to get the most value out of their purchase and meet their technology and business requirements while overcoming challenges.
• Educate customers on best practices, useful features, and opportunities to optimize performance.
• Work diligently with the customer’s technical teams (support engineers, developers) to troubleshoot and resolve complex software and hardware issues, replicating customer environments and network problems as needed.
• Collaborate closely with the Sales and Customer Success teams to develop effective account strategies.
• Use customer feedback and insights to improve product materials, technical best practices and technical materials.
• Provide feedback to Product Management teams and R&D.
• Serve as the customer advocate for timely resolution of issues and facilitate communication between customers, Sales and Engineering.
• Oversee and manage day-to-day operations of the units
• Troubleshoot issues related to power/network/mechanical operation of the units
• Ensuring timely maintenance on units by performing regular scheduled maintenance on units and keeping track of maintenance schedule
• Act as primary customer advocate from a technical perspective, attending calls or contacting support as needed for remote help/troubleshooting
• Installation of hardware upgrades to support new connectors or hardware tests

Qualifications:

• BS in computer engineering or related field
• Ability to travel within the UK (up to 50%)
• Excellent verbal and written communication skills
• Excellent problem solving and troubleshooting skills.
• Able to take a customer-centric approach to problem solving
• Knowledge of mobile devices (software update/drivers/firmware/flashing)
• Working knowledge of computer science fundamentals (Git, Linux, SQL, Python, etc. )
• Familiar with wireless IT infrastructures (TCP/IP, DHCP, WiFi, etc.)
• Electrical and mechanical engineering basics