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About the Role

The Field Service Engineer (FSE) is a post-sale technical support resource responsible for supporting large national and regional convenience-retail customers during and after the implementation phase. This role acts as a Level 3 technical escalation point, managing customer lab environments, supporting product implementation, providing field support for initial installations, and resolving sustaining issues.

Responsibilities

Develop installation scope of work documentation and manage Authorized Service Organization (ASO) technician performance.
Drive product adoption and user experience by providing instructional demonstrations and ensuring ASO technicians are equipped to troubleshoot.
Provide Engineering with recommendations for product, installation, and maintenance improvements.
Lead ongoing monitoring of product performance, log retrieval, log analysis, and Engineering escalations.
Lead customer lab setup and product integration, managing software updates.
Collaborate with the commercial team to validate customer simulator configurations.
Apply advanced technical knowledge to analyze complex systems, diagnose problems, and validate performance.
Develop beta/field validation test criteria, select sites, and manage ASO technicians for product installations.
Develop reports on beta/field validation test results and recommend product approval or rejection to Engineering and Product Management.
Collaborate with Engineering to understand new product dependencies and system integration requirements.
Provide updates and reports on product performance and convey performance issues to Engineering and Product Management.
Prepare and distribute field validation completion reports with findings and recommendations.
Load software and test equipment for trade show presentations.
Provide input on trade show layout design.
Supervise and support ASO/Technicians during new installs, customer pilots, and other requests.
Ensure quality delivery when engaging Field Support services.
Perform advanced troubleshooting using logs, debugging tools, network traces, profilers, or source code.
Serve as an escalation point and liaison for complex customer escalations.
Create internal documentation and playbooks, and conduct training for L1/L2 support teams.
Provide design recommendations for serviceability and usability based on technical experience.
Provide internal and external onsite training for product installation, operation, and support.
Investigate escalated field issues, including site visits, troubleshooting, documenting technical issues, analyzing log data, and executing resolution recommendations.

Requirements

Bachelor’s or higher degree in a technical, engineering, or related field preferred; significant and in-depth experience may be substituted for a degree.
Prior field-based technical support experience in fueling industry highly preferred.
High level of technical knowledge on fueling payment, POS and network systems preferred.
Up to 50% travel requirement.
Must be able to travel with short notice.
Must have a valid driver’s license and be legally able to drive.
Must be fully capable and willing to abide by company credit card rules when using company provided credit card for business travel related purposes.
Comply with all company policies.
Initiative-taker/self-motivated, manages own schedule in a manner which yields best results.
Able to work in a high-paced and dynamic team environment.
Incident management under pressure.
Excellent problem solver, with deductive reasoning and troubleshooting skills.
Documentation discipline as it relates to support function.
Cross-team collaboration.

Skills

Technical support
Implementation
Troubleshooting
Product adoption
User experience
Product performance monitoring
Log analysis
System integration
Field validation
Debugging
Network traces
Profiliers
Source code analysis
Knowledge creation
Training
Serviceability design
Usability design
Fueling payment systems
POS systems
Network systems

Location

Austin, TX
Remote

Work Type

Field-based
Post-sale delivery
Full-time

Experience Level

Senior

Education Level

Bachelor's degree

Salary/Compensations

Eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan.

About the Company

Dover Fueling Solutions (DFS) is taking fueling and convenience retail to the next level, passionate about cultivating excellence.
DFS is part of a legacy of leadership, made up of trusted, leading-edge brands in the industry.
As part of Dover Corporation, DFS provides advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions.
DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies.
Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide.

Equal Opportunity

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.