Field Services Specialist

Soofa is the neighborhood news feed that connects a community with screens everyone can see and anyone can use. We're a woman-founded MIT startup with a mission to make cities smart, social, and sustainable.

We are seeking an organized, meticulous, people-person to join our Operations team as a Field Operations Specialist. This role will work directly with our team of contractors to install, monitor, and remotely troubleshoot issues with Soofa Signs across the country. This position will focus on keeping our fleet of top-of-the-line IoT devices working and immaculate, with huge potential for contributing to streamlining our maintenance processes and product. The Field Operations Specialist is a mostly-remote role, with occasional hands-on field work and the option of a hybrid office working environment.

Our ideal candidate is friendly and able to articulate important technical knowledge to people of diverse backgrounds. This role would be a great fit for experienced field professionals who are able to translate their problem-solving skills into actionable solutions to support customer needs.

Soofa is committed to building a diverse staff and strongly encourages BIPOC and minority applicants.This is a hybrid role, with at least 2 in-office days required each week. Boston or Cambridge MA-area required. Learn more about Soofa's culture here

Responsibilities

• Source and manage remote field contractors: negotiate service agreements, train and on-board, dispatch tasks for Sign and decal installation, as well as maintenance
• Manage work order system: Create, schedule and follow up on dispatches
• Maintain positive and healthy relationships with various contractors and internal teams to ensure customer service effectiveness
• Inventory Management: Accurately and reliability record and controls inventory assets
• Daily fleet analysis: Diagnose machine issues by utilizing performance graphs and data, Identify and troubleshoot malfunctioning signs through our custom IoT sensor platform
• Troubleshoot devices: in the lab and in the field using electrical and data analysis skills
• Collaborate with engineering on to identify emerging trends and propose process and tool improvements
• Receive and dispatch maintenance materials
• Be prepared for hands-on field work when called upon, such as occasional maintenance and repair
• Other duties as assigned

Requirements

• 3+ years of field maintenance experience
• 1+ data analysis
• 1+ experience with ticketing, work-order and or asset management software
• Experience using productivity tools, such Slack, Asana
• Engineering or technical skill a plus
• Must live in the Greater Boston MA-area for this hybrid role

Candidate Characteristics

• Comfortable communicating with and coordinating remote work with others
• A meticulous, detail oriented worker; nothing delights you more than an updated organized task list
• Curious and driven, excited to learn the ins and outs of Soofa’s product
• Love of working cross-departmentally with many stakeholders
• Has a solutions oriented mindset; big fan of puzzles

Bonus Points For

• 1+ years’ startup experience
• Any firmware or software experience
• Knowledge of JavaScript or any programming language
• Experience testing electronic boards using lab tools such as oscilloscope

Benefits

• Best of both worlds: Soofa’s Cambridge HQ is open, safe, and compliant for anyone who wants to use it; or, work from anywhere
• Free short- and long-term disability and life insurance
• Generous healthcare, dental, and vision plans
• Paid family time and parental leave
• Flexible PTO
• Dog-friendly office
• Virtual and in-person team events
• Company culture focused on talent development and caring personally

Soofa is an Equal Opportunity Employer that does not discriminate on the basis of race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, pregnancy or pregnancy-related condition, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Soofa is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.