Field Service Engineer

At Terso, we strive to be pioneers in RFID technology and provide the perfect inventory management solution for our customers. This requires an incredible team comprised of individuals whose talents are unmatched and who all aim to achieve astounding things.

What we do is important, but who we are is essential.

Our field team plays a critical role in implementing our existing and custom solutions. If you love solving problems on the fly, flying around the country and building relationships with others, please apply.

This is an exciting opportunity to join our dynamic team as a Field Service Engineer, Repair on our Customer Success team.

JOB OBJECTIVE: Reporting to the Manager, Customer Operations, the Field Service Engineer, Repair plays a pivotal role in our Customer Success Team. You will be the face of Terso in the field, representing us primarily through repairs, technical troubleshooting, calibration and maintenance services. Your contribution is vital in enhancing customer and end-user experiences and in providing valuable customer feedback. You will also have the opportunity to cross train and support a broad array of Customer Success functions including remote technical support, customer installations, site qualifications, and customer training.

CORE DUTIES:

• Independently travel to customer sites, performing services on RFID devices, including but not limited to calibrations, repairs, maintenance and opportunity fixes.

• Arrive prepared with the necessary tools, research, and customer-specific information.

• Manage and reconcile kit inventory effectively.

• Build trust with partners and end-users, maintaining high emotional intelligence.

• Comply with Terso's performance standards in quality, customer satisfaction, service level, and productivity metrics.

• Stay updated with new product releases, hardware revisions, firmware updates, and process changes.

• Serve as an escalation point for customer support specialists when needed.

• Proactively suggest improvements to products and processes.

• Report and document quality issues appropriately.

• Provide exceptional customer service, translating technical terms for non-technical customers.

• Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.

• Embracing and being open to incorporating Terso's Core Values in daily work.

• Understands and complies with ethical, legal and regulatory requirements applicable to our business.

Core Competencies:

• Problem Solving

• Accountability

• Comfort in Ambiguity

• Information Seeking

• Critical Thinking

• Execution

• Customer Focus

• Communication Skills

• Relationship Building

• Flexibility

• Self-Confidence

KEY QUALIFICATIONS:

• Independently travel to customer sites, performing services on RFID devices, including but not limited to calibrations, repairs, maintenance and opportunity fixes.

• Arrive prepared with the necessary tools, research, and customer-specific information.

• Manage and reconcile kit inventory effectively.

• Build trust with partners and end-users, maintaining high emotional intelligence.

• Comply with Terso's performance standards in quality, customer satisfaction, service level, and productivity metrics.

• Stay updated with new product releases, hardware revisions, firmware updates, and process changes.

• Serve as an escalation point for customer support specialists when needed.

• Proactively suggest improvements to products and processes.

• Report and document quality issues appropriately.

• Provide exceptional customer service, translating technical terms for non-technical customers.

PREFERRED QUALIFICATIONS:

• Associate Degree in Information Technology, Engineering, Business, or a related field, or equivalent experience.

PHYSICAL DEMANDS:

• Ability to move and handle equipment.

• Valid driver's license.

• Comfortable working in confined spaces.

• Ability to sit and stand for prolonged periods.

• Proficient with computer and telephone use.

• Regular travel requirement (up to 80% within the US).

• Occasionally lift items up to 80 pounds.

Diversity is important at Terso. We are proud to be an Equal Opportunity Employer, and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.