Field Support Technician

Aclara

(Solon, Ohio)
Full Time Travel Required
Job Posting Details
About Aclara
Aclara Technologies LLC is a world-class supplier of smart infrastructure solutions (SIS) to more than 780 water, gas, and electric utilities globally. Aclara SIS offerings include smart meters and other field devices, advanced metering infrastructure and software and services that enable utilities to predict and respond to conditions, leverage their distribution networks effectively and engage with their customers.
Summary
Provide a high level of customer service in the areas of field installation, troubleshooting and issue resolution for our master station, data collectors and endpoints. Position is responsible for meeting all of our contractual service level agreements for the work that they are assigned and providing timely support and resolution to our customers’ support requests.
Responsibilities
* Install, troubleshoot and perform maintenance on Data Collection Units (DCU) and Meter Transmitter Units (MTU). * Perform site survey and spectrum analysis as requested. * Troubleshoot, train and maintain handheld software and hardware. * Remotely diagnose and solve customer issues using the master station. * Provide customers with solutions to their issues over the phone, email or in person. * Troubleshoot customer backhaul connections. * Troubleshoot meter/MTU installations in field and remotely via the master station. * Work closely with Technical Support, Engineering, and Customer Contacts. * Generate Field/DCU procedures for troubleshooting and equipment diagnosis.Ensure compliance in meeting Aclara’s maintenance agreements through timely response and resolution. * Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system * Produce reports on installation and maintenance issues. * Coordinate and communicate design deficiencies, customer concerns and quality problems to supervisor and relevant departments.
Ideal Candidate
**Required** * Minimum of a High school diploma or equivalent * 3 or more years related experience and/or training in field technical support; or equivalent combination of education and experience * 2 or more years of customer interfacing experience * Valid driver’s license that is not under or pending suspension and must meet the required qualifications within the Company’s drivers policy as well as the below. * Maximum of 1 moving violation in the last three years in combination with one at fault accident. * Maximum of 2 moving violations in the last 3 years with no at fault accidents. * Maximum of 2 at fault accidents in the last 3 years with no moving violations. * Intermediate knowledge of Microsoft Office * Solid command of the English language and its proper use * Ability to meet deadlines and thrive in a constantly changing work environment * Outgoing, personable, and enjoy working directly with customers * Advanced written and verbal communication skills * Ability to communicate detailed technical information to an audience with various levels of technical understanding * Self-motivated and able to work effectively alone as well as part of a team * Ability to handle multiple tasks and to work independently while following field procedures **Preferred** * 2-year technical or Associates degree * Experience working with electric, water, or gas utilities **Physical Demands:** * Ability to lift 50 pounds consistently * Ability to travel up to 75% via air or ground * Working on roof tops and utilizing a pulley system to move material to the roof top * Climbing vertical ladders to access roof tops and water tower installations * Operation of bucket trucks or lifts and installing equipment on poles/towers/rooftops * Working at heights that can exceed 150’ from the ground * Ability to work in extreme weather conditions

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