Field Services Engineer

• Field System Support problem diagnosis and network restoration
• Product and System Support telephone assistance
• Provide technical support to customers and take full ownership of those issues until resolution
• Assist with problem diagnosis and resolution in accordance with the Support Contract terms
• Log all new issues onto the Tait issue database as necessary
• Onsite staging, commissioning, installation, and upgrade project plans.
• Specification of FAT / CAT / SAT.
• Sizing and costing of phases, actions and tasks.
• Work with the sales team in defining systems design, build, and commissioning costs
• Understand contractual commercial terms & constraints as they apply to the project.

• Critical examination & review of system build & design solution.
• Negotiation & on site management of CSO & Third party resources.
• Ensure that customer & relevant Tait personnel are aware of project plan time frames and are updated on progress.
• When on site, manage the project according to the time frames.
• Perform FAT / CAT / SAT.
• Apply technical & commercial experience to satisfy additional requirements without consultation but within the contractual boundaries.
• Facilitate, co-ordinate, deliver customer onsite training as required.
• Plan, facilitate, co-ordinate, participate in product field trials.

• Initiate feedback to Product Management, Design Support and Development using the appropriate Tait process e.g. Service Module, TIMS, Trip Reports. Key areas for feedback should include:
• Upon return from field trips provide a report detailing the status of the equipment and customer problems encountered and corrective actions undertaken.
• Raise technical issues taking appropriate corrective actions.
• Additional commercial opportunities identified.
• Assist in the prioritisation by identifying the impact on the customer and or the customer's business.
• Full investigation of the issues, test using appropriate test equipment and systems, verify and classify.
• Follow up these actions within Tait.
• In consultation with other Tait stakeholders provide rapid feedback with possible resolution or offer a work around with final resolution suggestions and target dates.
• Keep an active list of unresolved issues and regularly follow up with involved parties.
• Ensure the customer's expectations of the product are in line with what the product is capable of.
• Proactive monitoring of deployed systems which may include actioning some or all of the outcomes as identified above.

• The FSE is expected to assist in setting work standards and in acting as a role model and as a coach for the other members of the team.
• Where new members join the team, the FSE is expected to review their work, assist with their training and act as their support and coach.
• In the absence of the Manager it is expected that the FSE will stand in for the Manager on those occasions
• The position will require the employee to be on call as required to meet the obligations of various support contracts and support operations requirements.

• The role will require moderate to heavy travel.
• International travel may be required
• Ability to travel at short notice

• Other Support staff in North America
• Tait North American Staff in other departments
• Support staff and the Support Managers in TEL in Christchurch

• Tait dealers and end users
• Third party equipment suppliers

• At least 3 years in a wireless communications repair or maintenance technical role
• Prefer at least 3 years experience with Land Mobile Radio equipment, trunking systems and simulcast systems
• A highly developed practical knowledge of radio systems, including RF system design and installation.
• Software skills or aptitude in this field including an understanding of Linux based operating systems
• Strong organisational and leadership ability.
• Project Planning and project management skills
• Highly developed customer service and diplomacy skills
• Aptitude to deal confidently/persuasively with customers.
• Flexibility and willingness to tackle any task

• Fully developed diagnostic skills that enable the resolution of a broad range of technical issues across a wide range of Tait and competitor products.
• Demonstrates up-to-date knowledge in the discipline by contributions in technical discussions, writing technical papers / studies and delivering presentations as requested.
• Communication skills demonstrated by written contributions and verbal presentations.
• Training and mentoring other engineers in their work. This will be shown by others improving in their performance of skills already held or by the others acquiring new skills.
• Leadership by demonstration of innovation and depth of knowledge.
• Able to assess another engineer's capability for a given task or function.
• Keep up to date with Tait and competitive products and emerging technologies that impact our industry.

• Detailed knowledge of mobile telecommunications networks and systems
• Detailed knowledge of RF technologies and practices
• Detailed knowledge of Windows operations systems
• Detailed knowledge of network standards, protocols and hardware
• Detailed knowledge of TCP/IP

• Excellent communication skills, and the ability to work co-operatively in a close-knit team.
• Empathy for the customer and the ability to communicate that.
• Honesty, integrity and professionalism
• An eye for detail while still being able to see things in a broader context

• A minimum of an Associate of Science in Electronic Technology or equivalent military or industrial training.

Tait North America