Field Support Engineer

The Field Support Engineer (FSE) is responsible for the TETRA and Agnet telecommunication network/platform support including upgrades and maintenance activities. During the support activities the FSE processes the customer reported technical queries and incidents (Incident Management). Investigation of the incidents is done following the defined support procedures. The FSE also informs the customers and authorized contact persons of the processing status. He is responsible for ensuring that the contractually agreed service levels are met. He initiates Problem Management and provides necessary indications in the case of reproducible system errors. 

Detailed tasks:

• TETRA and Agnet telecommunication network/platform support including upgrades and maintenance activities.
• Implementation, commissioning and support the Airbus telecommunication products and software.
• Troubleshooting, planning upgrades and bringing innovative solutions. The FSE is raising cases to Level3 when needed and therefore is coordinating with our expert center.
• Coordinating with our partners and reporting within customer meetings, being owner of the cases.
• Contributing to and learning from international team support (methodology, training, lessons learned, common tools)
• As part of the EOD team the engineer provides on duty service, giving 7/24 emergency support to the customers.
• Support of testbed customer testing and testbed internal tasks.
• Support of pre-sales activities.