Field Engineer

Field Engineer

Location PA, Malvern

Department Customer Service

Employment Type Full Time

Have you ever used the self-checkout? Played the slots at a casino? Maybe you grabbled a drink for a vending machine or paid to park your car? If you answered with a resounding "YES", then you have done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).

We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.

Headquartered in Malvern, PA, CPI is supported by more than 2500 global associates, 7 manufacturing sites, 12 corporate offices, and 43 service branches.

If you want to have a hands-on global impact on payment solutions, we want you to join our team as a Field Engineer reporting to our Malvern, PA office.

WHAT YOU WILL BE DOING

As our Field Engineer, you will be responsible for providing technical field support at a hardware, software, and solution level in the North America region as a part of our Global team. In this role, the candidate will develop close relationships with customer technical teams and CPI Engineering and Sales teams to deliver technical support to OEM's and end-users for all CPI Payment products and solutions. The primary focus is providing field technical support for new customers and solutions that drive growth inclusive of working with customer integration and deployment teams. This position will also be responsible for training new and existing customers in operations, maintenance, and repair of CPI payment components and systems.

Technical Field Support

• Provide tier 2 technical support for our new and existing customers

• Troubleshoot field issues and inspections at customer sites as required

• Use ~~~ (SFDC) case management system for all customer technical issues

• Provide detailed analysis of site visits inclusive of problem details, analysis, and as needed 5-why's with recommended corrective actions

• Analyze field issues and customer provided information to resolve or recommend escalation to level 3 (Engineering) support

• Provide technical solutions and recommendations to customers in a timely fashion that maintains the highest levels of customer service and satisfaction

• Assist OEM personnel with training for store-level proper techniques for product handling

• Provide knowledgeable support for all API/UAPI, product and solution questions originating from customer integration, field trial and deployment

• Provide direct support to bench-level technicians

• Conduct on-site training for CPI Authorized Service Centers (ASC) approved to repair CPI products

• Work with ASCs on special programs and initiatives for CPI Products (e.g. upgrade or trade-in programs)

Technical Documentation

• Assist the Technical Writing team as requested to create/update technical documentation

• Assist the Technical Writing team as needed to create Field, OEM, and Service bulletins

Alpha/Beta/Field Trial Support:

• Lead new product development field trial planning and execution, supported by product management and engineering

• Work closely with customer to coordinate field trial installation, diagnostics gathering, hardware inspections, security protocols, etc.

• Keep customer informed of progress and diagnose any issues that arise during trial

• Perform on-site or remote monitoring of installation and perform audit collections

• Write up the final technical field trial report against the pre-defined success criteria

Sales Support

• Assist account management with technical demonstration of products

• Provide training to the customer field service technicians in proper life-cycle maintenance procedures

• Provide trade show technical support as required

WHO WE ARE LOOKING FOR

Qualifications and Requirements

• Bachelor's or Associate's degree in an Engineering discipline such as Computer Science, Electrical Engineering, or Embedded Software Engineering

• 2+ year's experience in a systems integration / installation / technical support role

• Strong technical aptitude: hardware, firmware, software, networking

• Functional knowledge of Operating Systems (Linux, Android, Windows, SQL Servers)

• Basic networking skills (TCP/IP, serial communications, USB)

• Experienced with working with APIs in integrations

• Software development experience (C++, or Linux applications)

• Preferred - working knowledge of SFDC and SAP

• POS Integration experience beneficial

• Ability to travel up to 50%

• Applicants must be authorized to work for ANY employer in the US. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Personal Attributes

• Action Oriented: You display a sense of urgency and are known for being a timely decision maker

• Analytical Thinker: You need to have insight and enjoy solving problems

• Creative: You are innovative and resourceful

• Customer Service Oriented: You possess a drive to serve your "customers" and focus on responding promptly to project team needs

• Decision-Making Skills: You have a reputation for making quality decisions and stickling to them

• Facilitator: You are good at negotiating win-win solutions

• Flexible: You are comfortable wearing many hats and able to shift priorities as needed

• Comfortable with Innovation: You have passion for continuous improvement and are always seeking a better way to do things

• Good Listener: You allow others to express themselves and try to understand others before expressing self

• Organized: You assemble all necessary materials and information before starting a task

• Presentation Skills: You are confident when speaking to groups and presenting information

• Team Player: You are approachable, and willing to follow or lead based on the team's need

• Quality Written Communication: Your writing is concise and descriptive, and you believe it is necessary to "overcommunicate" project/updates

WHAT WE ARE OFFERING

• Flexible work environments

• Defined career growth plans with opportunities to go outside of your "comfort zone"

• Team building activities that support innovation

• Generous paid time off plus sick and Holiday pay

• Medical, dental & vision insurance plans

• 401K with company contribution

• Flexible spending accounts

• Life insurance and disability benefits

• Discounts for childcare

• Tuition assistance

• Community involvement and volunteering events

• Opportunities to travel and work at global sites

Sound interesting? Come see why we are OneCPI!

CPI is a part of Crane NXT

Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies. Crane NXT has approximately 4000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit ~~~

Crane Payment Innovations is committed to hiring a diverse workforce. Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.

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