Field Services Representative, Sig

**Our vision is to transform how the world uses information to enrich life for all.**

Join an inclusive team passionate about one thing: using their expertise in the relentless pursuit of innovation for customers and partners. The solutions we build help make everything from virtual reality experiences to breakthroughs in neural networks possible. We do it all while committing to integrity, sustainability, and giving back to our communities. Because doing so can fuel the very innovation we are pursuing.

JR28701 FIELD SERVICES REPRESENTATIVE, SIG

As a SIG Field Service Representative you will provide highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. You will approve operational quality of system equipment and report any QC issues to the factory FSR. You will provide initial instruction to customers on the installation, operation and maintenance of the system and serve as company liaison with customers on administrative and technical matters for assigned projects. A SIG Field Service Representative will interpret customers’ needs and clarify if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. You will serve as the customer contact on technical and service related problems. You will prepare reports for analysis of product failure trends and serviceability issues. This job may include any aspect of field support, and is not limited to system hardware and software. You will work directly and indirectly with diverse cultures and nationalities performing all aspects of Field Service listed above.

**Job Responsibilities and Expectations**:
**Installation Support and Training**
- Provide new equipment installation support and oversight.
- Develop a customer training plan for assigned equipment.
- Ensure installation documentation is thorough and complete for remote customers.
- Promote customer self-sufficiency through training and frequent communication.

**Customer Support**
- Facilitate bi-directional communication between appropriate customer groups and SIG Engineering.
- Liaise with Customer Service for unique customer information needs (quotes, RMA).
- Coordinate new equipment installation schedules, upgrades and\or modifications to meet customer needs.
- Aid maintenance personnel in the identification and rectification of unique and difficult system failures.
- Track material returns for warranty repair
eplacement.
- Generate Field Reports to document issues, equipment modifications or repetitive system failures that will have an effect on the equipment in the field.
- Assist customers with spares management as necessary.
- Follow all site\customer specific contractual obligations where applicable. Examples may include IP security, time tracking, documentation, services, RMA support, etc..

**Equipment Performance and Improvement**
- Monitor operational, maintenance and performance data, including customer passdowns, to understand unique processes\issues at each site.
- Compile, document and track issues in approved location\format to be easily shared with customers and Field Service Team..
- Monitor both equipment and PCB RMA data. Make appropriate recommendations to reduce field failures.
- Present unbiased feedback from the field to internal and external customers.
- Document equipment or process deficiencies, using field and\or experimental data, and make recommendations for feasible solutions.

**Field Upgrades**
- Assist with the development and deployment of system upgrades and\or modifications.
- Provide field upgrade training to customer support groups.
- Track equipment upgrades for easy reference.

**Quality Control**
- Provide feedback on any manufacturing, or quality issues are discovered in the field.
- Track QC and new PCB failures in approved location for easy access by the various SIG support and manufacturing groups.

**Equipment Documentation Support**
- Assist with content in the equipment user’s guides or other technical documentation that will be used to support SIG equipment in the field.
- Provide recommendations and direction for online site content that will provide Field Service team and customer base easy access to all necessary information needed for installation and maintenance.
- Assist with the development of customer maintenance and process procedures.

**Requirements**:

- Minimum of Bachelor's Degree in electronics or equivalent experience/background.
- Must have a high level of self-motivation and be able to work independently with mínimal direct supervision.
- Experimental design and data analysis skills.
- Ability to manage multiple issues.
- Strong verbal and written communication skills, with English communication (written/spoken) a preferred benefit.
- Must have strong soft skills and ability to work with diverse cultures, nationalities and personality types.