Title:  Field Technician (Engineering Operation Tools & Application Support)

Job Tile: Field Technician B (Engineering Operation Tools & Application Support)

Job Code: 36884

Job Location: Greenville, TX (On-Site)

Job Schedule: 1st Shift 9/80 OR 5/8's M-F

Job Description:

The Field Technician will be responsible for playing a crucial role in helping to shape and maintain our backend systems, and support end users with things such as Teamcenter and other business processes, NX behavior, internally developed tools among other Customer base day to day support and liaison.  This role will very much be the "digital face" of the group to the business offering best foot forward(empathy and understanding) or "holding the line" behavior as appropriate.

Essential Functions:

• Front line support to end users’ day-to-day workloads for problems encountered and escalating interlaly or externally as appropriate.
• Debugging and Troubleshooting issues with access/end users training/ tool deficiency or other.
• Installations of software in and around users’ schedules.
• Ability to identify common themes and offer better solutions as plugged into the team.
• Develop, maintain, and document issues for Development team to address while supporting the short term.
• Develop, maintain and document standard operating procedures until the developer or new approach is operational.
• De-escalate high-pressure interpersonal situations while identifying and delivering end-to-end user training to improve organizational proficiency.
• Analyze and report on weekly performance metrics, leveraging data-driven insights to identify gaps and architect future-state solutions.
• Comfortable with various digital tools/systems for tracking and executing work.
• Prioritize and work issues/tasks/tickets based on criticality of need.
• Exercise strong professional judgement to identify when managerial oversight is required and actively apply feedback to enhance future performance.
• Prioritize direct outreach by engaging end-users via phone, teams or emai las appropraite to ensure rapid issue resolution and personalized support.
• Demonstrates ability to collaborate with a team and share knowledge as well as identify issues from a recent push to production.
• Excellent problem-solving skills and the ability to adapt to new technologies and tools and explain the behavior seen from a user perspective to the dev team.
• Ability to work effectively in a fast-paced environment and communicate with help is needed.
• Demonstrate discretionary judgment in prioritizing immediate problem resolution against administrative requirements to minimize user downtime.
• Proactive, high-energy professional who maintains a solution-oriented mindset and drives results with minimal supervision.
• Ability to adapt to various Software Tools for internal and external team/customer use without full understanding ranging from basic level operatiiojn and validation to installations.
• Excellent communication skills both verbal and written.
• Ability to obtain and maintain a Secret DoD Clearance.
• Other duties as assigned by Supervisor.

 Qualifications:

• High School Diploma or equivalent with four (4) years of experience with End-User Support.
• 2 years post- secondary/associate’s degree with two (2) years of experience with End-User Support.
• Must be a U.S. Citizen.

Preferred Additional Skills:

• Active Secret Clearance.
• Teamcenter or other PLM exposure and usage

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