About Rosco Vision
Rosco is a leading manufacturer of vision safety solutions for the bus and truck vehicle marketplace. Our products range from mirrors and visors to digital vision technologies, including cameras, sensors, monitors, and collision avoidance systems. Our products are found in commercial trucks, buses, and vans, specialty and military vehicles, industrial equipment, and more. From last mile delivery of our most precious cargo – our children and students – to life critical supplies and food, Rosco is making the driving environment safer.
Position Summary
The Field Support Engineer is responsible for providing advanced technical support, troubleshooting, and maintenance services for products and systems at customer sites. This role involves diagnosing and resolving mechanical, electrical, and software-related issues to ensure optimal equipment performance and customer satisfaction. The Field Support Engineer serves as the technical expert, providing training and recommendations to customers while maintaining high levels of professionalism an efficiiency. The Field Support Engineer also mentors installation technicians, leads complex installations, and contributes to process improvements.
Primary Responsibilities
Technical Support and Troubleshooting
- Diagnose and resolve complex technical issues related to hardware, software, or systems at customer locations.
- Conduct root cause analyses and implement effective corrective actions to prevent recurrence.
- Provide on-site and remote support to address urgent customer concerns and minimize downtime.
- Document and report service activities, including diagnosis, repair actions, and parts usage.
- Collaborate with internal engineering and support teams to address complex technical problems.
Installation and Commissioning
- Lead the installation, configuration, and commissioning of advanced systems and equipment at customer sites.
- Ensure systems are set up to meet customer specifications and operational requirements.
- Perform functionality tests and quality assurance checks during and after installation.
Customer Training and Relationship Management
- Train customers on the operation, maintenance, and troubleshooting of products and systems.
- Build strong relationships with customers, acting as a trusted technical advisor.
- Provide timely updates to customers on issue resolution and project progress.
Mentorship and Team Support
- Mentor and guide technicians, sharing technical expertise, and best practices.
- Assist in developing technical support documentation, training materials, and knowledge bases.
- Collaborate with cross-functional teams, including engineering, product development, and sales, to improve products and services.
Process Improvement and Feedback
- Identify recurring issues and recommend improvements to products, processes, or documentation.
- Provide feedback to R&D and engineering teams to enhance product reliability and performance.
- Stay updated on industry trends, new technologies, and product developments to maintain technical expertise.
Compliance and Safety
- Follow all safety protocols and company procedures while working on-site.
- Ensure compliance with industry standards and regulatory requirements.
- Conduct risk assessments and address potential hazards during field service activities.
Travel and Logistics
- Travel to customer locations as required, sometimes on short notice.
- Manage tools, equipment, and inventory necessary for on-site service work.
- Ensure timely arrival at service sites and efficient completion of tasks.
Education and Experience
- Bachelor's degree or Associate's degree in Engineering (Mechanical, Electrical, or related field) or equivalent experience.
- 5+ years of experience in field support, systems engineering, or a related technical role.
- Proven experience troubleshooting complex systems in a customer-facing role.
- Strong knowledge of tools, schematics, blueprints, and diagnostic equipment.
- Excellent problem-solving and analytical skills.
- Effective communication and interpersonal skills, with the ability to explain technical concepts to non-technical customers.
- Ability to work independently and manage multiple tasks in a fast-paced environment.
- Willingness to travel extensively and work flexible hours, including weekends if needed.
Required Skills and Abilities
- Strong knowledge of system integration, hardware, software, and networking.
- Proficient in diagnosing and resolving technical issues using diagnostic tools and methodologies.
- Excellent communication and interpersonal skills for working with diverse customers and teams.
- Strong project management and organizational skills to handle multiple tasks and priorities.
- Ability to work independently and under pressure in high-stakes environments.
- Familiarity with relevant standards, compliance requirements, and safety procedures.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
- Prolonged periods of standing or walking.
- Must be able to lift up to 35 pounds at a time.
- Must be able to access and navigate all areas of the facility.
- Must be able to stand, bend, crawl, stretch, lay and squat in order to maintain equipment.
- Must be able to occasionally withstand high temperatures if applicable.