Field Applications Engineer – Special Programs

About the role

The Field Applications Engineer - Special Programs (FAE) serves as a primary technical point of contact for TrellisWare’s customers. They support the Business Development Team and the overall business growth of TrellisWare by providing technical expertise, advising and performing customer integration projects, giving new product and capability demonstrations, and providing on-site subject matter expertise during large-scale field exercises.

Responsibilities

• Provides pre-sales, post-sales, and customer support for all TrellisWare product offerings both onsite and remotely.
• Generates new applications of our products for customers by collaborating with end users, vendors, and the internal product development team.
• Identifies customer issues with TrellisWare products and features and works closely with the customer to resolve those issues.
• Adapts standard TSM product offerings to a specific customer use case. Provides input and guidance on implementation of TSM to meet their mission requirements.
• Provides technical support for customers to help them understand the more advanced features of TrellisWare’s products to accomplish complex use cases.
• Supports the product development process by providing Voice of the Customer (VoC) input, capturing customer's expectations, preferences and aversions.
• Communicates needed feature changes or updates to Product Management Team.
• Communicates customer issues and feedback on field operation of TrellisWare products to all stakeholders, including both successful and unsuccessful systems integrations and product operability. May provide workaround solutions.
• Provides lessons learned in the field as customers use TrellisWare products in real-time and translates the use case to the appropriate TW Team for design/development improvement.
• Crafts and delivers technical presentations of TrellisWare offerings to new and existing customers.
• Develops relationships with team members built on trust and respect.
• Performs other related duties as assigned.

Requirements

• Four-year technical degree or military related service experience equivalent.
• Minimum of 7 years of related experience in the market or technology segments identified; 10+ years of relevant experience preferred.
• Demonstrated track record in fielding, integration, and troubleshooting networked communications products.
• A known track record of communication system deployments in the applicable market segment(s) is a must.
• Experience in US Special Forces, US Military, and/or commercial specialty communications communities are highly desired.

Qualifications

• Strong understanding of IP data including addressing schemes, IP switches/router interface, gateway functionality, TCP/UDP protocols and the best methods for transfer over data pipe.
• In-depth understanding of Military and Public Safety tactical network infrastructure. Demonstrated familiarity with wideband networked military and commercial communication products and government contracting. Understands the military communications markets and their deployment practices including Public Safety, USSOCOM, Army, Navy and Air Force as well other government agencies and the tactical communications products they use.
• Demonstrated strong documentation skills and proficiency with PC office applications.
• Ability to seamlessly integrate communications products with other customer systems and maximize network performance. Knowledge of electrical and mechanical integration for when customers decide they want to integrate radios into cars, or aircraft, or ships, etc.
• Ability to understand complex communication and engineering concepts and explain them to customers in simple, understandable ways.
• In-depth understanding of the design, manufacturing, testing, and sales procedures for handheld, manpack and embedded radio products.
• Ability to analyze, troubleshoot and fix network performance issues through monitoring and troubleshooting systems.
• Ability to work independently, demonstrated initiative, and ability to interact with a variety of engineering development teams, acquisition/procurement specialists and communications and/or networking product users.
• Demonstrated professionalism in customer-facing field events.
• Strong collaborative drive and interpersonal skills.
• Strong initiative, proactive work ethic and prioritization skills.
• Trustable judgement and analytical problem-solving skills.
• Effective execution and decision making.
• Champion of change and innovation.
• Strong written and verbal communication skills.
• Ability to travel 50-75% domestically and internationally.