Field Support Engineer

7 days ago

Riyadh, Saudi Arabia Satcom Direct Full time

**Company Overview**:
Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on innovation and creativity which allows our team members to thrive in a dynamic atmosphere. We are looking for people who are passionate about customer satisfaction and who excel in a constantly changing environment.

**JOB SUMMARY**:
The Field Service Engineer provides telephone and onsite technical support to customers and dealers through system setups and troubleshooting. This role works closely with our global technical support team and sales to ensure reliable solutions for customers while training and promoting new products and services.

**ESSENTIAL DUTIES/RESPONSIBILITIES**:
The requirements listed below are representative of the fundamental knowledge, skill, and/or ability required to perform the job successfully:

- Supporting customers in all aspects of training including but not limited to: use hardware, and compatibility of services. This extends to initial Entry into Service training requirements as well.
- Support extended teams during regression testing and verification of bugs & respective fixes while providing contributions towards refining operational process based on personal experience.
- Capable of conducting onsite visits independently involving use of log capture tools
- Travel to locations across MEA region and other countries as required to support and customers while promoting products and services in collaboration with sales.
- Ensure tech publications are in order and make sure that if any discrepancy is found then, it should be fixed.
- Travel required

To be successful in this role, an individual must be able to perform each essential duty in a satisfactory manner and should demonstrate all competencies listed above. All employees are expected to adhere to and be knowledgeable of SD operating standards, established safety rules, and adhere to company attendance guidelines.

**GENERAL QUALIFICATIONS, KNOWLEDGE, AND SKILLS**:

- Understanding of VHF systems and data over VHF mediums.
- Understanding of L-Band connectivity services(Inmarsat/Iridium).
- Understanding of Ku/Ka network fundamentals and service is desired (VSAT/iDirect).
- Understanding of Cellular communication is desired.
- Fault isolation by evaluating terminal debug/log files; referring Installation Manuals and Wiring Diagrams.
- Capable of conducting training classes on-wing or in classroom environment.
- Capable of presenting products and services portfolio at trade-shows and workshops.
- Proficient with general office software including but not limited to; Microsoft Office Suite; Word, Excel, and PowerPoint.
- Outlook and CRM with the ability to adapt to a variety of other software databases.
- Outstanding customer service, organizational time management skills, and ability to multi-task.
- Excellent oral and written communication skills including the ability to interact successfully with internal and external contacts.
- Excellent interpersonal skills and demonstrated ability to work in a team as well as independently.
- Effective and confident decision making and problem solving skills, especially under time constraints.
- Ability to maintain confidentiality.
- Ability to travel on short notice.
- Flexibility to handle after hours and weekend support needs.

**EDUCATION/EXPERIENCE**:

- Holding a Degree in Aviation (Avionics) or a Bachelor’s Degree in Electrical/Electronics.
- 5+ years of technical support representative experience.

**PHYSICAL DEMANDS**:
While performing general office duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening and reading, able to lift light objects (< 25lbs), and use standard office equipment such as computer, printer, phone and cell phone. In addition, there is an occasional need to bend, twist or stoop in order to open/close cabinets, reach for files or other standard office type objects. This role requires regular travel and may include use of other tools/equipment as well as other unique physical demands.

**WORK ENVIRONMENT**:
The office environment is generally quiet and, in a temperature, controlled setting with random adjustments in noise or temperature due to others talking or laughing loudly, unscheduled maintenance repairs to the building or its interior offices or unpredictable situations due to weather or other acts beyond company control. An employee must be willing to work their regularly assigned work schedule for their particular duties and/or job responsibilities and in times of need, be able to work an extended schedule depending on company/departme

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