Field Service Engineer I

Ultra Electronics Ocean Systems - Austin, TX

Full-time - Mid Level

Austin, TX

1,001-5,000 employees

Transportation Equipment Manufacturing

About the position

The Field Service Engineer at Ultra Intelligence & Communications is responsible for providing technical support to customers, ensuring the proper operation and maintenance of system hardware and software. This role involves direct customer interaction, technical training, and on-site support, with a significant travel requirement to meet customer needs both domestically and internationally.

Responsibilities

• Provide technical assistance via telephone, email, and in person to resolve customer inquiries and complaints.
• Record customer help requests in a tracking and resolution system.
• Provide on-site technical assistance at customer locations and prepare final reports upon task completion.
• Maintain proper repair and maintenance of test/training assets, installation standards, and documentation.
• Act as the primary liaison between Ultra and the customer for troubleshooting and resolution of help requests.
• Coordinate with different groups within Ultra and follow up with customers regularly.
• Conduct technical training sessions.
• Maintain multiple databases, including call logs, trip reports, and failure reports.
• Provide detailed reports from logging tools, update status, and attend status meetings with customers to discuss ongoing service calls.
• Perform quality audits as needed.
• Load and test software on systems prior to shipping.
• Perform additional duties as assigned.

Requirements

• Active US Secret security clearance.
• Prior experience maintaining or operating Tactical Data Links (Link-16 highly desired).
• Prior experience with IT networking (i.e., hardware installation).
• Proficiency with Linux and Windows Operating Systems.
• Must have Security + certification or be able to get within 12 months of hiring.
• ADSI, or equivalent, maintenance and/or operator experience.
• Willingness to travel domestic and international.

Nice-to-haves

• Self-starter with the ability to work independently and collaboratively.
• Strong communication and customer service skills.
• Experience with Tactical Data Links/Command and Control Systems.
• ADSI experience.
• Link 16 experience.
• Military background.

Benefits

• Annual Bonus - Performance Related
• Competitive Paid Time Off (PTO) package plus 11 company holidays
• Early finish on Friday
• 401K w/ company match
• Medical/Dental/Vision Benefits
• Student Loan Assistance Program
• Array of voluntary benefit offerings