Position: Field Service Agent

Location: REMOTE (w. travel in Southeast of Florida)

Duration: CTH

Summary: As a Field Service Agent at Edwards, you will be responsible for all aspects of providing technical and field service support to Edwards customers. Your coverage area includes multiple quadrants of the U.S.

Job Summary:

Must be able to work under minimal supervision and generate results.

Review Job Specifications.

Review and interpret Fire Alarm design drawings.

Conduct site surveys, third party inspections.

Convey needed design changes to Project Management.

Perform required service work to Paging or Fire Alarm Systems at customer sites.

Assist Technical Support team with support requests through email.

Assist Technical Support team with case management and escalations.

Assist Technical Support team with phone support (as needed.)

Assist regional Field Service Agents (as needed)

Assist customers troubleshoot and configure system functionality.

Generate trip report of work performed at customer site to submit to Project Management.

Document Case work using our CRM tool (Salesforce)Help to reduce technical field installation time and application errors.

Ensure accuracy of technical information provided to customers.

Provide timely solutions of technical field problems requiring attention to detail.

Provide product and technical support to the team. (Mentoring)

Responds to basic customer inquiries related to installation, modification, upgrade, maintenance and repair of the company products or equipment purchased.

Troubleshoots technical problems and issues.

Completes applicable product e learning courses.

Attends any relevant instructor led training.

This role requires 60-70% travel.

Requirements:

• Must be able to travel 60%-70%
• Must be able to be on your feet for long periods of time.
• Must be able to walk long distances.
• 5+ years of field service experience
• HS Diploma or GED
• Experience working with commercial fire alarm control panels and detection products.
• Experience programming Edwards EST4 panel.
• Must be able to work independently as well as in a team environment.
• Must be able to clearly speak and write English.
• Must have ability to work with limited supervision and generate results with limited instructions.
• Must be proficient in the use of a DMM.
• Understanding of Ohms Law.
• Strong deductive reasoning skills.
• Familiarity of Windows Operating Systems.
• Familiarity with Fire Alarm Audio and Paging functionality

Preferred:

• 2yr associates or higher degree.
• NICET Fire Alarm Systems (Level 2 or higher)Strong Interpersonal skills.
• Experience working in the warehousing or industrial vertical market.
• Experience installing cellular or radio communicators.
• Experience with the following Edwards products: Fireworks, Hyperspike, Modulaser.