Field Services Engineer

Cognosos is at the forefront of a new generation of real-time location systems, leveraging the cloud and machine learning to significantly reduce the cost of ownership of asset visibility solutions. Our patented, award-winning technology deploys quickly both indoors and outdoors, delivering an unparalleled combination of price and performance that is now tracking over 100,000 assets across multiple industries including automotive, logistics and healthcare.

Our headquarters is located in the heart of Midtown, on the corner of Spring and 12th. We provide free parking, catered lunches on Wednesdays, and plenty of team building activities. You will quickly ramp up and join a fast-growing Atlanta based tech startup community at Cognosos. 

Cognosos is a proud member of the Atlanta Business Chronicle’s 2022 list of Best Places to Work!

Field Services Engineer will act as a layer between the customer and the company to ensure that customers’ needs are being met on a day-to-day basis. The goal of the is to ensure that customers successfully implement our products, to act as the ongoing voice of the customer (by bringing customer ideas to the company), and by demonstrating the interest and ability to work in a fast-moving, entrepreneurial environment. Upon joining Cognosos, an experienced Director and Customer Service Manager will act as mentors to ensure a full understanding of goals, expectations and provide guidance.

Responsibilities

• Works diligently to on-board new accounts in a timely manner, which drives revenue.
• Follow and update documentation and templates thoroughly to maintain standards.
• Partner and work with different IT groups to obtain knowledge in new technologies, setup, and architecture related topics.
• Document new operational issues and solutions from field and transfer knowledge to team members.
• Actively collaborate with colleagues, leverage standards and best practices, and stay current on all product features and functionality
• Contribute to the knowledge base on challenges faced/solved, lessons learned, ways to better serve customers, and unique issues addressed for specific accounts
• Experience in testing, and troubleshooting RF equipment
• Strong electronics and computer background needed
• Willing to work different shifts as business needs dictate, including willingness to work overtime as required
• Must be proficient in the use of tools and service test equipment
• Travel as needed

Customer Relationship Management:

• Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning and execution. This activity will start during the sales campaign
• Maximize the value of the customer's investment in Cognosos’s solution
• Provide clear, concise, and actionable communication to customers and partners
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs

Customer Advocacy:

• Function as the voice of the customer and as the customer advocate, provide internal feedback on how we can better serve our business and enterprise customers
• Work closely with product management and engineering on identification and tracking of new feature requests, product enhancement requests, and bugs

Personal Characteristics:

• Interest in being part of a fast growth, high energy, entrepreneurial environment
• Strong communication skills (written, phone, presentation) and strong interpersonal skills
• Highly organized and sharp time management skills
• Customer-focused and commitment to quality service (internally and externally)
• Entrepreneurial with a “roll-up-your-sleeves, go above and beyond” attitude that will include activities outside the job description
• Energetic, dynamic, passionate, assertive and tenacious
• Motivated team player
• The innate fire and drive it takes to be outstanding

Background:

• Five years’ experience in customer support or account management
• Four-year degree from an accredited college or university, or equivalent work experience
• References provided from direct managers at previous company(ies)