Remote Technical Support & Onsite Field Service Engineer

Position Summary

When you work at Daktronics, you’ll be part of something amazing. We design, engineer, manufacture and support bold, eye-catching digital LED display technology and audio systems.

 

Our products bring excitement to professional, college and high school games. They attract customers for businesses around the world, and even provide direction for people as they travel, work and play.

 

As part of the Daktronics team, you’ll have interesting, impactful work with flexible opportunities. You can learn and grow at a company that provides competitive compensation and meaningful benefits – and the people are second to none.

 

What will the work look like for me?

You’re a problem-solver and amazing with customers! You’re captivated by the way things work and can troubleshoot across systems and applications, analyze, and resolve a variety of complex technical issues, and comfortably navigate various software environments. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You’re not only here to help solve technical issues but also provide incredible customer experience. You have a personal commitment to success and are motivated by career growth potential. If this sounds like you, you could be the next Daktronics Remote Technical Support Engineer.

 

Where will I be working?  

• Your office will be at your home, located within 30 miles of Kansas City, MO.
• You will periodically (see on-site description) travel to customer sites in your Daktronics vehicle within your regional area.
• Onsite work can vary by location and from day to day. One day you might work inside a control room, the next day you might be outside on a lift or ladder working with a video display. 
• You are paid for all your working time, including travel time to and from site. 
• When you aren’t working on a customer site, you will work from your home office to remotely support our customers. 

When will I work?

• Your schedule will fluctuate depending on whether you're assigned to remote technical support or on-site field service work and may include nights and weekends based on business needs.
• Some last-minute scheduling happens to meet our customers’ needs when an unexpected repair or event happens. 
• Participate in an After-Hours rotation which consists of providing technical support up to 24/7 during non-business hours, including nights, weekends, and holidays. 

What will work look like for me?   

As a Remote Technical Support & Onsite Field Service Engineer, you’ll primarily provide remote technical support from your home office but also travel to customer sites approximately 20% of the time to perform on-site service, installations, and event support.

 

What You’ll Do:

Remote Support (approximately 60-80% - varied, based on business need)

• Ensure responsiveness and first-time resolution to customers’ requests for technical support, primarily through incoming calls, community requests, and email conversations. 
• Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail. 
• When needed, collaborate with a team to resolve, or escalate product issues. 
• Actively create and update knowledge base articles for internal and external uses. 
• Actively listen to customers and use Salesforce to quickly capture accurate detailed notes about troubleshooting, plans of action, and site-specific information for all customer interactions. 
• Regularly participate in technical training on new and different products and systems to advance your technical knowledge for supporting Daktronics customers. 

On-Site Support (approximately 20-40% - varied, based on business need)

• Providing service, installation, or support during an event at a customer site.  
• Providing on-site technical and maintenance services for Control Systems and Display Systems.  
• Leveraging your knowledge by training our Service Partners. 

What are the pay and perks?

The typical hiring range for this position is $26.00 to $28.00 per hour based on the location of Kansas City, MO. Additional $15.00 per hour premium for assigned onsite service work performed outside of 6:00am – 5:00pm Monday through Friday. The actual offer will consider a wide range of factors, including relevant education, experiences, location, and applicable local legislation.

 

Information about Daktronics benefits can b