Field Technical Representitive

New York, NY, US • Posted 17 hours ago • Updated 5 hours ago
Full Time
On-site
$60000 - $75000/yr
Fitment

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Job Details

Skills

  • Management
  • EDM
  • Software Troubleshooting
  • Computer Networking
  • IPS
  • Subnetwork
  • DHCP
  • LAN
  • WAN
  • Switches
  • Routers
  • Firewall
  • Electrical Wiring
  • Schematics
  • Remote Monitoring
  • Firmware
  • Computer Hardware
  • Recovery
  • Documentation
  • JIRA
  • Communication
  • Customer Service
  • Field Service
  • Technical Support
  • Electronics
  • Site Survey
  • Field Operations
  • Mechanics
  • Issue Resolution
  • Collaboration
  • Research and Development
  • WINS
  • Reporting
  • ROOT
  • Regulatory Compliance
  • Training
  • Usability
  • 5S
  • Continuous Improvement
  • Oracle Linux

Summary

Primary Function
The Field Technical Representative is a hands-on technical role based in New York City, responsible for on-site diagnosis and resolution of field issues. Serving as the direct technical presence for our client's products, supporting technicians, and working closely with installers, field operations teams, and R&D to troubleshoot hardware, software, and connectivity issues at customer sites.
The role provides reliable, on-demand technical support-including hardware, software, and connectivity troubleshooting-to ensure customers feel consistently supported in the field.
This role comprises 70% technical/on-site support, 25% site surveys, and 5% field reporting and engagement, and supports medium- to large-scale projects while maintaining close communication with field operations teams. Qualifications and Educational Requirements
  • Must reside within the five boroughs of New York City
  • EDM "T" License or equivalent required; EDM "D" License a strong asset
  • Strong hardware and software troubleshooting skills
  • Solid understanding of IP networking fundamentals (static IPs, subnetting, DHCP, port configuration) and experience resolving LAN/WAN connectivity issues involving switches, routers, and firewalls
  • Experience reading system logs and error codes to diagnose field issues
  • Familiarity with elevator-specific electronics (PI boards, hall boards, controller interface wiring, serial/CAN bus protocols) and ability to read wiring diagrams and schematics
  • Proficiency with diagnostic tools (e.g., digital multimeters) and remote monitoring tools
  • Ability to perform firmware updates, hardware replacements (board/module swaps), and basic bootloader/recovery procedures
  • Structured, methodical troubleshooting approach with strong documentation skills; experience using ticketing systems (e.g., Jira or equivalent)
  • Basic familiarity with elevator safety codes (ASME A17.1 / CSA B44) is an asset
  • Comfortable using measuring tools for site surveys and installation verification
  • Strong communication and customer service skills; ability to build trusted relationships with field stakeholders
  • Minimum 20% travel within the U.S.
  • Ability to work independently and respond quickly to field service needs
  • Valid driver's license and access to a vehicle required
  • Clear background checks (credit and criminal) required
Responsibilities, Skills, and Competencies
Technical Field Support & Troubleshooting
  1. Provide on-site technical support for software and electronics issues unresolved through initial troubleshooting
  2. Conduct site surveys for medium- to large-scale projects or as requested
  3. Support field operations and installation teams with troubleshooting, technical clarification, and product guidance
  4. Build and maintain strong relationships with installers, mechanics, and field stakeholders to support efficient issue resolution
  5. Collaborate closely with internal teams to ensure rapid resolution of field issues
  6. Participate in field engagement and customer relationship activities (meetings, lunches, etc.)
  7. Perform detailed pre-diagnosis before site visits; review ticket history and arrive with a clear hypothesis
  8. Confirm full resolution before leaving each site, ensuring all systems are fully operational
Field Technical Liaison Reporting
  1. Document comprehensive field findings (logs, device states, configurations, photos) and convert into structured reports for internal and R&D teams, including:
  • Immediate escalation (within 24 hours):
    • Safety hazards, compliance risks, critical failures, repeat defects, or at-risk customer situations
  • Weekly "Field Pulse":
    • Top issues, wins, emerging risks, and blockers
  • Monthly Field Intelligence Report:
    • Trends, root causes, changes, recommended actions, and updates
    • Safety & compliance insights
    • Product quality and reliability signals
    • Time-to-resolve and escalation trends
    • Training and knowledge gaps
    • Customer/mechanic sentiment
    • Competitive and market insights
    • Adoption and usability feedback
Other
  1. Other duties as assigned
  2. Ability to lift up to 15 lbs; occasional exposure to heat and noise
  3. Active participation in Health & Safety programs, 5S initiatives, and continuous improvement efforts
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10105282
  • Position Id: 871339
  • Posted 17 hours ago
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