Responsibilities

The primary focus of the role is to support Intellian customers and products in the field, with operation, installation, and configuration of all product; whether that be on board or remotely from the office via telephone and or email.

• Assist Intellian dealers with technical inquiries and attendances on vessels
• Perform installation, service and support of Product efficiently, timely and successfully.
• Work closely with other Intellian Global Teams.
• Weekly reporting of TS Field Support activities (Field attendances).
• Assist coordination team with work orders and vessel schedules, including liaising with port agents and vessel crew prior to attendance.
• Able to Troubleshoot, diagnose and evaluate the operation of the product.
• Work with subcontractors, dealers and end-user customers for evaluating technical product related topics.
• Solve day to day case management. Input cases in CRM and track via customer inquiries from phone, email, etc
• Update and input accurate data in CRM with ensuring CRM accuracy.
• Analysis and repair of products returned to the facility.
• Limit failed or return of required jobs by maintaining a high success rate
• Adhere to all safety regulations, perform risk assessment and maintain required PPE
• Complete and provide RMA forms with stock returns for inventory management
• Creation, updating, and completion of work orders in CRM with clear and concise service & Expense reporting in a timely manner (Within 24 hours of job return)
• Development of documentation for troubleshooting and knowledgebase
• Assist other departments to help facilitate sales, such as, but not limited to; product demonstrations, Product recommendations, document or knowledgebase creation, onsite training
• Manage Document repository and announcements of tech articles to US TS.
• Deliver scheduled dealer product training at Intellian facility.
• Documenting and reporting any technical concerns to management or internal Quality and R&D teams.
• Training new Intellian technicians who start In the future (Onboarding).
• Assist in Florida facility where needed with operational, warehouse and housekeeping tasks.
• Travel up to 75% – Ability to travel at very short notice anywhere globally.

Profile

• Bachelor’s Degree or Equivalent
• At least 3 years’ experience working on 3-axis KU, KA and/or C-Band stabilized marine antennas.
• Maritime/Sat-com certification; GVF, NMEA, MEI, Manufacturer training
• Maritime or offshore Experience.
• Strong understanding of RF technologies.
• IT Network troubleshooting skills; DHCP, TCP/IPv4 & v6, Sub-netting, routing, etc.
• Strong mechanical skills and ability to use hand tools for long periods.
• Ability to communicate effectively in person and using email or telephone.
• Excellent written and verbal skills of the English language.
• Must be comfortable working alone and opening/closing FL facility.
• Able to travel at short notice (Same Day)
• Able to lift/carry at least 50lbs and climb ladders, masts, rigging, etc.
• Comfortable working in an industrial environment and at height.
• Good personal safety awareness and Hazard avoidance.
• Willingness to use heavy machinery, such as forklift, shooting boom, scissor lift (training would be provided).
• Strong Organizational & documentation skills.
• Great team player and positive attitude.
• Excellent computer skills, including Word, Excel, Outlook and Google Docs. Generally, Technology savvy.