Field Services Technologist
$70k - $75k USD
Frequentis Group with headquarters in Vienna is an international supplier of communication and information systems for control centres with safety-critical tasks. Mission-critical control centres around the world keep our planes safe in the sky, our urban and regional trains safe on the railroads, and our ships and boats safe on the seas. They coordinate rescue on land, sea and air when something goes wrong and they keep our citizens safe by dispatching law enforcement and other first responders when we need to call 9-1-1. Today, any controller working in a mission-critical control centre relies on four sophisticated technologies to do their jobs: voice communications, situational awareness tools, decision assist tools, and a resilient voice and data network underneath it all. Those four basic tools: that’s what we do. Worldwide, more than 500 customers in 150 countries with more than 40,000 workstations already trust our know-how and proven experience.
Frequentis Canada based in Gatineau, Quebec, is looking for a dynamic individual to join our well-established team as Customer Support / Field Technologist. As part of our team, you will be required to provide a wide variety of technical support services, ranging from system maintenance to data network/server support to On-Call (after hours) support to the international installed base. You will perform a variety of tests including Factory and Site acceptance testing in the presence of customers.
You have sound electronics skills and a comprehensive knowledge of systems diagnostics and repairs. You must be able to work with a minimum of supervision and capable of exercising sound decision making. You must possess good communication skills (clear English is a must) and are able to give clear presentations and training to customers on the products. Travel outside Canada to a wide range of countries throughout the world with periods of extended absences (up to several weeks at a time) may be required.
The position is based in Gatineau, Quebec, Canada and is open to Canadian Citizens, Canadian Permanent Residents and Foreign Workers that hold a valid Canadian Work Permit.
Benefits
We offer you long-term career opportunities with a corporate culture where you count as a person. Guided by values such as partnership and mutual respect we attach importance to a team-oriented working atmosphere. We offer an exciting work environment and a range of benefits focused on work-life balance, professional development and flexibility.
Additional Benefits
Trusted Working Hours
Private Medical Insurance
Private Pension
Training & Development
Employee Referral Program
Responsibilities
Provide excellent technical support to customers by resolving customer problems in a friendly and timely manner to ensure a high level of customer satisfaction
Perform on-site installation and commissioning of Frequentis products
Responsible for the maintenance, diagnostic tests and repair of customer equipment and software
Perform over the phone and on-site troubleshooting, customer assistance and problem resolution
Open trouble tickets and document action steps and resolutions
Perform duty technician on-call (24 hours) based on a rotating schedule
Assist in the development of technical projects
Provide technical training to customers on Frequentis products
Willing to carry a corporate cell phone
Willing to work the occasional weekend and/or night shift
Willing and able to travel domestically and internationally to a wide range of countries throughout the world
College technologist degree or equivalent
3-5 years experience in communications systems
Experience working in a technical support environment
Comprehensive knowledge of systems diagnostics and repairs
Proficient in the use of test equipment (analog, digital, IP, e.g. Wireshark, etc.)
Excellent electronics skills and ability to read and understand electronic schematics
Experience with Linux operating systems
Knowledge of IP networking, switching and routing
Excellent English communications skills (written, spoken)
Ability to think analytically and strong problem-solving skills
Excellent organization skills, ability to multi-task and effectively prioritize in a fast-paced environment
Ability to work independently as well as within a peer team
Possess and maintain a valid passport and drivers license
Nice to haves
Experience in providing technical training
Knowledge of VoIP telephony products and protocols (SIP, Asterisk, FreeSWITCH, Wireshark, etc.)
Knowledge of analog and digital telephony protocols, (FXS/FXO, T1, E1, ISDN, etc.)
Knowledge of scripting and programming
Able to obtain Enhanced Level Security clearance or higher
Bilingual (French and English) and other spoken languages will be considered an asset
Our Values
Around 2,100 employees worldwide are committed to creating a safer world with their innovative strength and technology orientation. Our culture is based on a working environment characterized by fairness and trust, mutual respect and appreciation. As an international company, we value this diversity and recruit regardless of age, gender, origin, ethnicity, sexual orientation or religion. We value fair and good working conditions, an optimum work-life-balance and offer all our employees equal development opportunities. In doing so, we focus on long-term working relationships in order to keep the valuable know-how of our employees stable.
Your individual salary is based on your professional experience and qualifications and is part of our attractive total package.
Compensation:
$70,000–$75,000 base salary, commensurate with skills and experience.