About the position
The Telecom Field Service Engineer role provides primary support to customers for product training and troubleshooting issues directly related to our telecom products. The FSE must be familiar with all products within his/her scope. Where applicable, this includes proper handling, installation/placement, access, assembly and termination/splicing. The role also provides front line support to the organization during investigation of customer claims. This requires familiarity with the related trades, tools and proper worksite practices, and an ability to work constructively in situations where there may be disagreement about the cause of a costly product failure. In most instances the FSE will be the company's only technical representative on-site for an investigation. The FSE also evaluates new products as a primary judge of their fitness for use and acceptance in the field by craftspeople. The FSE must communicate this information to R&D and Technical Marketing and/or Product Management teams. The FSE will participate in sales calls and generate sales with product demos. The primary interaction in these cases will be with craftspeople and technically knowledgeable management. The FSE is expected to learn about the customer through these interactions in order to identify beneficial applications for products which are not currently in use at that account. The FSE would then introduce these products to the customer and demonstrate their technical benefits. The FSE is an ambassador for the brand who wears many hats. They routinely participate in trade shows and generate significant goodwill from their direct and frequent interaction with field construction and engineering personnel. The FSE frequently turns complaints into sales, by helping and educating customers and introducing them to new products and methods of work. The FSE will author and/or participate in creation of documents, procedures, videos, tutorials, and other content to support the above activities.
Responsibilities
- Provide primary support to customers for product training and troubleshooting issues related to telecom products.
- Familiarize with all products within the scope, including handling, installation, access, assembly, and termination/splicing.
- Support the organization during investigation of customer claims and work constructively in disagreement situations.
- Evaluate new products for fitness for use and communicate findings to R&D and Product Management teams.
- Participate in sales calls and generate sales through product demonstrations.
- Learn about customers to identify beneficial applications for products not currently in use.
- Introduce new products to customers and demonstrate their technical benefits.
- Act as an ambassador for the brand and participate in trade shows.
- Create documents, procedures, videos, tutorials, and other content to support activities.
Requirements
- At least 10 years direct experience in fiber optic cable construction.
- Minimum of 5 years direct experience in fiber optic cable construction or closely related role.
- Experience with jetting of microduct cables is preferred.
- Experience with flexible ribbon cables is preferred.
- BS degree in a relevant technical field (Engineering, Physics, etc.) is preferred.
- Strong consideration for BA or other degrees with an emphasis on communication, critical thinking, and problem-solving.
- Relevant on-the-job experience that can be demonstrated and communicated is highly valued.
- Comfortable working extensively with computers (reports, email, expenses, etc.).
- Skilled at communicating with professional and hourly personnel in the field and office.
- Diplomatic and able to represent interests in a tactful but firm manner.
- Familiar with fusion splicing machines, OTDR's, and power meters.
- Familiar with various fiber optic characteristics.
- Willing and able to learn new technologies for remote/video training.
Nice-to-haves
- Experience with livestreaming technology.
