Senior Field Service Installation Technician (Ohio Based)

Position Overview

The Senior Field Installation Technician will be responsible for working with and coordinating hardware equipment installation, maintenance, repair and corrective action activities in their assigned customer accounts or field territory. The individual will also perform on-site equipment installation and maintenance certification training of 3rd party installation providers and customer mechanics using the Performance Based Equipment training (PBET) model. They will certify or disqualify trainees based on performance. Training will cover SmartDrive quality standards for hardware installation and service repair maintenance. They will also interact with Engineering, Product Management, and Sales / operational teams during new product development/introduction and field trials (pilots) and when field installation issues and escalations arise.

The focus of this position is to ensure that equipment installation quality is consistently executed by the SmartDrive Authorized Service Provider (ASP) network and certified self-service customer base. The Field Service Installation Technician will also ensure that the development of installation specifications (e.g., First Article) and documentation (e.g., Installation Manuals & guides) are in place, and will conduct customer and vendor hardware certification training using the PBET model.

Job Responsibilities

• Perform on-site and/or Web-Ex PBET certification training, including vehicle hardware installation, repair, maintenance, and testing of ASP’s and/or customer self-installation technicians
  • Schedule and administer training
  • Coordinate pre-site visit readiness – confirm training schedule, vehicle and trainee availability, and prequalify that trainees have the requisite 12/24-volt electronics experience before arriving on site
  • Provide required documentation for training classes (manuals, QC Guides, etc.)
  • Maintain certification course completion records, including a list of certified ASP vendor / customer mechanics and issue trainee certificates of course completion
  • Generate and post PBET trip reports, First Article reports and vehicle installation records and trainee certificates of course completion
• Perform Field Service site evaluation audits and installation specification reviews. Generate site findings reports with recommended next steps (action items). Assists with closure of open items
• Create First Article vehicle installation specifications and documentation, which are the “gold standard” to be uses for customer rollouts and service repairs / equipment maintenance
• Work with Engineering and ECU team for new vehicle certification (vehicles that haven’t been worked on before) to help qualify and create install specifications / gold standards
• Help to recruit installation resources to become Authorized Service Providers and support markets in which SmartDrive customers operate
• Monitor day-to-day performance of Authorized Service Providers activities in accordance with SmartDrive current installation agreements and customer specific SLA’s
• Conduct site QC follow-up audits and proactive monitoring of customer self-install technicians and APS to ensure their installation and/or repair work meets SmartDrive quality standards (doing what they were trained to do). Generate audit reports, scorecards, and corrective action reports
• Assist in the development of hardware installation certification training curriculums and installation documentation
  • Develop product installation guides and manuals, installation and repair documents, and Quality Control guides
  • Define equipment installation and maintenance best practices and installation requirements
• Communicate problems requiring Engineering action through clearly written reports, and assist in technical resolution of issues
• Use engineering documentation including schematics, mechanical drawings, installation documentation, product bulletins, ECOs, component data sheets, functional specifications, etc. in the course of solving technical problems
• Provide Level 3 technical installation support to customers, certified installers and SmartDrive Sales and Support
• Repair and/or install SmartDrive camera system on 12V/24V vehicles
• 75% travel (position is hourly, with overtime!)

Education, Experience, and Skills

• Preferred - Associates Degree in Electronics with an interest in mobile electronics (GPS, handheld devices) and/or AS or equivalent ASE-Vehicle electronics skills and/ or industry certification (Mobile Electronics Certified Professional (MECP)
• 5-7 years 12-24 volt installation experience (cameras, auto alarms, car stereos, auto cell phones etc.)
• Working knowledge of basic computer networking and Wi-Fi installation fundamentals
• Strong problem identification, resolution and root cause analysis skills
• Strong verbal and written communication skills
• Demonstrated organizational skills; ability to handle multiple priorities
• PC skills (Office - Word, Excel, PowerPoint)
• Excellent customer communication and customer service skills