Senior Support Engineer

Position and Duties. Your employment will be with Tillster in the position of Installation Support Technician reporting directly to Mindy Daly, Sr Manager - Deployment Services. This reporting structure is subject to change at the sole discretion of the Company.

Position Summary
In the role of Installation Support Technician you will work from your base location providing remote support to our contracted field technicians to execute scheduled surveys and installs. You will use your technical skills to troubleshoot issues when they arise to keep the installations progressing properly, spearheads troubleshooting needs and guides the technician through to completion of the installation. An Install Support Technician not only ensures the equipment is installed and working properly, but also manages customer relationships to boost customer retention and satisfaction, which ultimately boosts the company s revenue and profitability. As a member of the Deployment Services team, you will customarily and regularly exercise appropriate discretion and independent judgment in the performance of your duties; and quickly identify problems, causes, and resolutions.

Responsibilities

• Monitoring Install schedule to track for tech Check In & record start time
  • Coordinate with Install Support Managers to ensure Techs are properly equipped to execute installs.
  • Report any challenges to Install Support Managers and transfer tech to them
• Monitoring Survey Schedule to track for tech Check In
• Communicate Install Starts to FRZ and Customers
• Reach out to FRZ as needed for any site access/readiness issues
• Review survey results for site readiness
  • Communicate Results to FRZ and Customers
  • Update Database with details.

• Guiding techs through final testing equipment as needed.
  • Escalate issues to Install Support Managers for Troubleshooting as needed
  • Escalate troubleshooting requests to 3 rd party vendors as needed
• Record Install report in database post install.
• Client meetings as needed, required, or directed.
• Check for site plans prior to scheduled install to ensure communicated to tech
  • Reach out for missing plans
• Participate in weekly Tech Training as requested
• Confirm onboarding forms are returned prior to scheduled install.
  • Reach out for missing information as needed.
• Preload any onboarding information prior to start of install.
• Ensuring Database records are accurate and up to date
• Other duties as needed, required, or directed.