Field and Service Engineer

Catapult Sports • Boston, MA

7h

About The Position

PRIMARY PURPOSE OF THE ROLE Catapult is a provider of both local positioning systems (LPS) & video capture systems, and this role is responsible for the design, installation, and support of both new and existing system infrastructures across the globe. This includes working collaboratively with the commercial team to design solutions, win new business and the end to end management of Customers and external partners to ensure the successful delivery of projects. KEY ACCOUNTABILITIES ● Through processes, preparation and testing, you will ensure systems operate within outlined service level agreements ● Assist with product validations, regional QA and upkeep of internal documentation ● Monitoring, maintenance and updating of existing system infrastructure across region ● Project Management - With support, manage multiple projects concurrently to meet all service level agreements, on time and under budget. ● Build and maintain strong working relationships with customers and partners across the region ● Generate design, contractor scope of work and ‘as built’ documentation for each site and project ● Quick resolution of issues via effective troubleshooting, correct escalation and follow-up ● Training of internal and external stakeholders ● Help validate and update internal processes and documentation ● Providing technical pre sales support to Sales staff DECISION MAKING / SUPERVISION ● Sign-off system design and commissioning for sites. ● Assist with Operations sign-off for newly released products. KEY CHALLENGES ● System design for varying sites and environments. Need the ability to solve complex problems and tailor design principles for varying sites. ● RF interference and new technology from other companies. ● Roll-out of new technology, which has had limited field testing. ● Management of external stakeholders with different priorities. ● Time management of concurrent priorities and projects. ● Communication internally to collect all critical information to be able to provide realistic timelines, all while managing stakeholders’ expectations. ● Pressure of a live matchday environment and broadcast delivery. KEY RELATIONSHIPS / INTERACTIONS ● External partners: Manage relationships with teams, media and data providers to ensure requirements are met and all parties are kept informed. This includes regular review and the reporting of incidents. ● Commercial Team: Collaborate effectively to design and cost optimal solutions for Customers. Design project plans to meet delivery timelines and customer expectations. ● Hardware Team: Provide data driven feedback to improve the product’s stability and scalability. ● Support Team: Handoff and train the support team following the installation of systems. Ensure appropriate documentation is provided and kept up to date. Troubleshoot complex issues and provide continuous training.

Requirements

• Have an engineering, IT, computer science, electronics degree, sports engineering or equivalent
• 3+ Years experience in an equivalent technical role or equivalent experience
• General IT and software troubleshooting skills
• General hardware diagnostic and troubleshooting of electronic equipment
• Familiarity with IP network design, setup/configuration and implementation
• Prior troubleshooting experience with PC based systems
• Knowledge of tracking systems (GPS and LPS solutions)
• Knowledge of video industry standards
• Knowledge of Product Support processes
• Experience in design document creation
• Be able to travel up to 40% of the time throughout the AMERICAS region
• Experience with support ticketing platforms; Salesforce and Zendesk preferred
• Ability to work extended hours and on occasional weekends
• Ability to thrive in a dynamic work environment and see tasks through to completion
• Self-driven and proactive nature
• Excellent communication and interpersonal skills
• High computer literacy and ability to learn new software

Nice To Haves

• Systems admin experience would be an advantage
• IP network or Cisco certification highly regarded (CCNA/ CCNP)

Responsibilities

• Through processes, preparation and testing, you will ensure systems operate within outlined service level agreements
• Assist with product validations, regional QA and upkeep of internal documentation
• Monitoring, maintenance and updating of existing system infrastructure across region
• Project Management - With support, manage multiple projects concurrently to meet all service level agreements, on time and under budget.
• Build and maintain strong working relationships with customers and partners across the region
• Generate design, contractor scope of work and ‘as built’ documentation for each site and project
• Quick resolution of issues via effective troubleshooting, correct escalation and follow-up
• Training of internal and external stakeholders
• Help validate and update internal processes and documentation
• Providing technical pre sales support to Sales staff
• Sign-off system design and commissioning for sites.
• Assist with Operations sign-off for newly released products.

Benefits

• Catapult also offers generous paid leave and recognized company holidays, and the opportunity to participate in our comprehensive benefits package, including Health, Dental, and Vision insurance, and 401(k) retirement plan with company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level