Field Service Technician - Austin, TX

Job Overview

The Field Support Technician will provide a high level of customer service in field installation, DCU
Upgrades, and troubleshooting complex issues. The Field Technician will resolve issues supporting
Aclara’s Network Control Computer, Data Collectors (DCU), client meter endpoints (MTUs), and site
surveys. The Field Technician is responsible for meeting all of our contractual service level agreements
for the work they are assigned. They will provide timely support and resolution to our customers’ support
requests. The Field Technician will work with the customer in person to hear their concerns and build a
strong relationship.
In addition, Field Support Technicians have the responsibility of performing spectrum analysis for
potential and existing clients. They will also support engineering on projects requiring specialized
support. The technician will also run specialized equipment (Bird Analyzer) to find “Real-time” faults in
the field.

A Day In The Life

• Every day at Hubbell is different and you’ll contribute in many ways. On any given day, you’ll make a difference by: 
• Install, troubleshoot and perform maintenance on Data Collection Units (DCU) and Meter Transmitter Units (MTU).
• Perform site survey and spectrum analysis as requested.
• Troubleshoot and maintain handheld software and hardware.
• Troubleshoot customer backhaul connections (Ethernet, Cell, Fiber Optics, WiFi). The technician will, at times, work directly with Verizon, Sprint, AT&T, or Aclara Hosting Support to resolve these communication issues.
• Work closely with Technical Support, Engineering, Account Management and Customer Contacts.
• Generate Field/DCU procedures for troubleshooting and equipment diagnosis.
• Ensure compliance in meeting maintenance agreements through timely response and resolution.
• Keep detailed notes and track customer issues through Customer Relationship Management (CRM) system. This includes providing field reports on the completion of job assignment.
• Follow all safety guidelines and complete specified training, i.e. OSHA 10-hour certification, Department of Transportation Certification, Vehicle Safety Checks, and follow proper traffic control procedures.
• Produce reports for installation and maintenance issues.
• Coordinate and communicate design deficiencies, customer concerns and quality problems to Field Services Manager.
• Provide specialized support to new products being added to the Aclara product line.

What will help you thrive in this role?

Required

• Minimum of a High school diploma or equivalent.
• 3 or more years related experience and/or training in field technical support; or equivalent combination of education and experience.
• Valid driver’s license that is not under or pending suspension and must meet the required qualifications within the Company’s drivers’ policy.
• Intermediate knowledge of Microsoft Office.
• Solid command of the English language and its proper use.
• Ability to meet deadlines and thrive in a constantly changing work environment.
• Outgoing, personable, and enjoy working directly with customers and coworkers.
• Advanced written and verbal communication skills.
• Ability to communicate detailed technical information to an audience with various levels of technical understanding.
• Self-motivated and able to work effectively alone as well as part of a team.
• Ability to handle multiple tasks and to work independently while following field procedures.

Preferred

• 2-year technical or Associates degree.
• Experience working with electric, water, or gas utilities.
• 2 or more years of customer interfacing experience.
• Prior field work experience.

Physical Demand

• Ability to lift 75lbs consistently.
• Ability to travel up to 90% via air or ground.
• Able to work on roof tops and utilize a pulley system to move material to the roof top.
• Climb vertical ladders to access roof tops and water tower installations.
• Operate bucket trucks or lifts and install equipment on poles/towers/rooftops.
• Work at heights that can exceed 150’ from the ground.
• Ability to work in extreme weather conditions.

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