Field Services Engineer - 911 Specialist

Responsibilities

• Provides 9-1-1, NG9-1-1, or E9-1-1 technical assistance and support for customer queries and issues
• Keeps upper management and team members informed of customer issues and concerns
• Creates cases in ticketing system for proper reporting and billing purposes
• Responds to customer requests based upon stated SLA’s
• Completes proper documentation required by the department, including scheduled reports
• Responds on-site to customer locations, as directed or required to resolve issues and/or based upon stated SLA’s
• Works with professional services team to support growing client base
• Works primarily in post-sales and support role capacity
• Engages with appropriate manufacturer technical support and sales personnel to assist customers, as needed
• Maintains all existing certifications, and achieves all certifications as required
• Participates in scheduled departmental meetings
• Maintains company issued equipment
• Complies with all ConvergeOne Policies and Procedures

Qualifications

• 3-8 years experience and must be certified by Vesta/ Intrado or Motorola
• Must have the VESTA/ VIPER Certification OR Motorola Certification or both
• Able to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
• Able to lift and carry up to 50 lbs.
• Able to work under desks/tables and within tight spaces as needed
• Able to drive to customer locations
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Able to query customers to isolate the nature of the issue and use troubleshooting skills to resolve the issue
• Able to work under pressure and meet deadlines, while maintaining and providing exemplary customer service
• Able to work independently and to carry out assignments to completion
• Viper and/or Motorola (formerly Airbus) Certification
• Able to obtain security clearance
• High school diploma or GED

Benefits

• 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
• Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)
• RX Home Delivery HSA with Employer Contribution
• In-vitro Fertility (treatment coverage)
• Dental Vision (2 plans: 12-month and 24-month frames allowance)
• FSA Plans (Healthcare, Dependent Care and Limited Purpose)
• Pre-tax Commuter Plans
• Employer-paid Life Insurance
• Employer-paid Short + Term Disability
• Long Term Disability (2 plans: Employer-paid or optional Self-paid)
• Paid Parental Leave (4 weeks at 100%)
• Employee Assistance Plan
• Voluntary Life Insurance for team member, spouse and child
• Voluntary Accidental Death for team member and spouse
• Legal/ID Theft Plans
• TeleHealth Wellness via Omada Health (healthy living solution)
• Travel Assistance Business Travel Accident Coverage
• Medical for foreign travel coverage
• Employer-paid Pet
• Telehealth Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Volunteer Time Off
• 10 Holidays
• Summer Sizzle On Demand Pay (Daily Pay)
• Work Environment