Aclara

Field Support Technician

US-OH-Solon
Job ID
2017-1588
# of Openings
1
Category
Operations

Overview

Come work with us on the cutting edge of technology and be part of a dynamic and rapidly
growing organization!
 
ACLARA understands that a quality team will help us lead the way. We provide an environment that supports professional growth and opportunity for advancement and we offer competitive benefits such as medical, dental, vision, flex-spending, 401k, tuition reimbursement, vacation, holiday and PTO.
 

As the leader of smart infrastructure solutions (SIS) to water, gas, and electric utilities globally. Aclara SIS offerings include smart meters and other field devices, advanced metering infrastructure and software and services that enable utilities to predict and respond to conditions, leverage their distribution networks effectively and engage with their customers.  

 

This role will provide a high level of customer service in the areas of field installation, troubleshooting and issue resolution for our master station, data collectors and endpoints. Position is responsible for meeting all of our contractual service level agreements for the work that they are assigned and providing timely support and resolution to our customers’ support requests.

Responsibilities

Essential Functions:

  • Install, troubleshoot and perform maintenance on Data Collection Units (DCU) and Meter Transmitter Units (MTU).
  • Perform site survey and spectrum analysis as requested.
  • Troubleshoot, train and maintain handheld software and hardware.
  • Remotely diagnose and solve customer issues using the master station.
  • Provide customers with solutions to their issues over the phone, email or in person.
  • Troubleshoot customer backhaul connections.
  • Troubleshoot meter/MTU installations in field and remotely via the master station.
  • Work closely with Technical Support, Engineering, and Customer Contacts.
  • Generate Field/DCU procedures for troubleshooting and equipment diagnosis.Ensure compliance in meeting Aclara’s maintenance agreements through timely response and resolution.
  • Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system.

 

Additional Responsibilities:

  • Produce reports on installation and maintenance issues.Coordinate and communicate design deficiencies, customer concerns and quality problems to supervisor and relevant departments.

 

Qualifications

Required:

  • Minimum of a High school diploma or equivalent.
  • 3 or more years related experience and/or training in field technical support; or equivalent combination of education and experience.
  • 2 or more years of customer interfacing experience.

Affirmative Action and EOE

Aclara is an Affirmative Action and Equal Opportunity Employer of minorities, females, veterans and individuals with disabilities, regardless of sexual orientation or gender identity.

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity, disability status, protected veteran status or any other characteristic protected by law.

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