[Hiring] Remote Technical Support & Onsite Field Service Engineer @Daktronics

Role Description

When you work at Daktronics, you’ll be part of something amazing. We design, engineer, manufacture, and support bold, eye-catching digital LED display technology and audio systems. Our products bring excitement to professional, college, and high school games. They attract customers for businesses around the world, and even provide direction for people as they travel, work, and play.

As a Remote Technical Support & Onsite Field Service Engineer, you’ll primarily provide remote technical support from your home office but also travel to customer sites approximately 20% of the time to perform event support, on-site service, and installations.

What You’ll Do:

• Remote Support (approximately 60-80% - varied, based on business need):
  • Ensure responsiveness and first-time resolution to customers’ requests for technical support, primarily through incoming calls, community requests, and email conversations.
  • Troubleshoot and solve simple to highly complex hardware and software technical issues using a logical troubleshooting approach with attention to detail.
  • When needed, collaborate with a team to resolve or escalate product issues.
  • Actively create and update knowledge base articles for internal and external uses.
  • Actively listen to customers and use Salesforce to quickly capture accurate detailed notes about troubleshooting, plans of action, and site-specific information for all customer interactions.
  • Regularly participate in technical training on new and different products and systems to advance your technical knowledge for supporting Daktronics customers.
• On-Site Support (approximately 20-40% - varied, based on business need):
  • Onsite support of customers within a 1–2-hour radius of State College, PA.
  • Providing service, installation, or support during an event at a customer site.
  • Providing on-site technical and maintenance services for Control Systems and Display Systems.
  • Leveraging your knowledge by training our Service Partners.

Your schedule will fluctuate depending on whether you're assigned to remote technical support or on-site field service work and may include nights and weekends based on business needs. Some last-minute scheduling happens to meet our customers’ needs when an unexpected repair or event happens. Participate in an After-Hours rotation which consists of providing technical support up to 24/7 during non-business hours, including nights, weekends, and holidays. Expect event support responsibilities primarily during evenings and weekends to align with seasonal event demand. Expect on-site event support for multiple Penn State home football games (typically 6-7 from late August through late November) and other events throughout the year.

Your office will be at your home, located within 30 miles from State College, PA. You will periodically travel to customer sites within a 1-2-hour radius of State College, PA. Onsite work can vary by location and from day to day. One day you might work inside a control room, the next day you might be outside on a lift or ladder working with a video display. You are paid for all your working time, including travel time to and from site. When you aren’t working on a customer site, you will work from your home office to remotely support our customers.

Qualifications

• Minimum of an associate degree or equivalent plus demonstrated relevant experience (Audio Visual/Broadcast systems); bachelor’s degree preferred.
• Preferred majors include Electronics Engineering Technology, Computer Engineering Technology, A/V Broadcast, or similar programs.
• Will consider non-technical bachelor’s degree if applicant also has previous experience demonstrating technical learning ability.
• Must be able to communicate effectively in a variety of settings.
• Positively and professionally able to work in stressful situations.
• Show personal commitment to continuously improve.
• Display a can-do attitude in good and bad times.
• Effectively exercise discretion and independent judgment.
• Strong computer skills: Internet navigation, word processing, spreadsheets, and Daktronics internal programs.
• Work effectively as a team member assisting when and where needed.
• Comfortable working from a home office location.
• Able to work at heights or from a ladder and able to carry ladder/tools/parts from vehicle to work site.
• Ability to lift, carry, and move up to 45 pounds.
• Ability to work in a variety of environments, including cold/hot weather, small spaces.
• Must be able to work nights and weekends based on pre-determined business need.
• Must be able to get a passport.
• Ability to travel by air and ground. Valid driver’s license. Must be able to meet and maintain Daktronics Driving Eligibility Requirements. Motor vehicle records will be checked.
• Fluent in English, both written and verbal. Multi-lingual is a plus.
• Applicants must be 18 years of age or older.
• Daktronics does not sponsor, renew, or extend immigration visas for this position.

Benefits

• The typical hiring range for this position is $25.00 to $29.00 per hour based on the location of State College, PA.
• Additional $15.00 per hour premium for assigned onsite service work performed outside of 6:00am – 5:00pm Monday through Friday.
• Information about Daktronics benefits can be found on our website Career Opportunities.
• Daktronics offers financial relocation assistance for positions that require placement in a specific location.