Hybrid Field Support Engineer

at Keystone Technologies

• Job title: Field Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Lansdale, United States

About the role

• Field Support Engineer at Keystone Technologies providing essential lighting project support. Involves on-site assistance, customer training, and field service management with a focus on electrical lighting technology.

Responsibilities

• Act as a primary point of contact for field service needs
• Perform remote and on-site support, including product commissioning, troubleshooting, audits, and other services required to ensure smooth execution of all stages of lighting projects
• Grow Keystones field services capabilities
• Manage resolution of advanced RMA cases which need technical investigation
• Support key customer relationships, navigating sensitive situations to identify and execute solutions to make sure all parties are satisfied
• Educate and train sales, customers, and less technically experienced product development team members on our products and services
• Develop and maintain training programs for Product Support to establish good practices and strong troubleshooting skills for the support team
• Provide wiring and troubleshooting support for the production team, and development and maintain processes and support documentation
• Provide application support for unique sales field requests aiding in the development of customer relationships
• Occasional assistance with sales/marketing display construction and maintenance
• Regular travel to tradeshows and jobsites

Requirements

• Associates Degree in Engineering or related field required
• 1-3 years of relevant experience in product development and/or field support
• Demonstrated understanding of electrical and lighting technology fundamentals
• Experienced with technical troubleshooting to root cause
• Expertise in Quality management and Lean principles
• Strong verbal and written communicator with a high attention to detail
• Highly proficient with Microsoft Office Suite
• Time management and prioritization skills
• Eager and able to learn every day and are a positive team-player
• Ability to coordinate across multiple parties throughout the day while maintaining a positive communication style and record of all interactions
• Uphold and implement Keystones Core Values, consistently aligning actions and decisions that reflect the core principles

Benefits

• Medical
• Dental
• Vision
• Voluntary life insurance
• Employer-paid group life insurance
• Short-term disability
• 401k plan with company match
• Paid time off
• Philanthropic opportunities