Field Engineer Specialist

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

We are seeking a highly organized and detail-oriented Field Engineer Specialist to organize and schedule field technicians for customer service appointments. The ideal candidate will play a key role in optimizing technician schedules, ensuring timely service delivery, and enhancing customer satisfaction. Our Field Engineer Specialist will work closely with the field service team, customers, and management to prioritize, assign, and track service calls while maintaining efficient use of resources.

***Please note that this role will be located in the Indianapolis, IN area and working in the field. Our ideal candidate will reside within 30 minutes of the Indianapolis, IN area.  

Key Responsibilities:

• Organize and schedule technician assignments based on customer requests, service requirements, and technician availability, ensuring timely and accurate delivery of services.

• Ensure proper allocation of technicians based on skill set, location, and availability, maximizing efficiency and minimizing downtime.

• Communicate with customers to confirm appointment details, manage expectations, and reschedule as necessary.

• Track and monitor the progress of service appointments to ensure adherence to scheduled times and adjust schedules as needed to address any delays or emergencies.

• Update and maintain accurate records of appointments, technician schedules, and service completion status in the scheduling system.

• Quickly identify and resolve scheduling conflicts or issues, including rescheduling due to technician availability, customer requests, or unforeseen circumstances.

• Work closely with the operations team, dispatchers, and management to ensure seamless service delivery and efficient use of resources.

• Generate and review daily, weekly, or monthly reports on technician performance, service completion rates, and customer satisfaction.

• Ensure a high level of customer satisfaction by ensuring timely, professional, and efficient service delivery.

Qualifications:

• Must be located within 30 minutes of the Indianapolis, IN area.

• Minimum of three (3) years of previous experience in the data networking field required.

• Strong hands-on experience with routers and switches, including configuration, installation, and troubleshooting required.

• Comfortable working independently in the field and managing priorities without direct oversight

• Bachelors degree in a related field or equivalent experience

• Strong verbal and written communication skills for interacting with customers and internal teams.

• Exceptional organizational skills and the ability to manage multiple tasks, appointments, and technician schedules simultaneously.

• Experience with scheduling software or field service management systems is preferred. Familiarity with Microsoft Office Suite (Excel, Word, Outlook) is required.

• A customer-oriented mindset with the ability to handle customer inquiries and concerns professionally and empathetically.

• Ability to independently perform network installations, break/fix support, maintenance, and site surveys preferred.

• Experience building and deploying network infrastructure (routers and switches) preferred.

• CCNA certification required along with experience working with Cisco products outside of a lab environment preferred.

Physical Demands:   

While performing the duties of this Job, the employee is regularly required to sit, stand, walk and bend. The employee must occasionally lift and/or move up to 75 pounds.