Field Support Engineer

Field Support Engineer

SAIC is seeking a Field Support Engineer to provide engineering assistance for deployed complex C-sUAS systems, identify faults, and order part replacement equipment at the Line Replaceable Unit (LRU) level for all fielded systems at CONUS and OCONUS sites. This role involves providing comprehensive technical assistance to Airmen and on-site Field Service Engineers, supporting base personnel and Field Service Engineers with ordering hardware replacements for program-of-record C-sUAS systems and hardware components. The candidate will exercise significant discretion and independent judgment in technical problem-solving and decision-making.

Key Responsibilities:

• Engineering Assistance and Fault Identification:
• Analyze complex systems to provide engineering assistance with identifying faults, system failures maintenance procedures, and order part replacements at the LRU level for all authorized fielded systems, exercising independent judgment before escalating technical issues to more senior-level technical specialists. Support senior-level technical specialists in complex deployments.
• Technical Support:
• Provide technical support to Airmen on-site utilizing specialized knowledge and expertise to resolve issues efficiently and effectively. Apply corrective maintenance actions to resolve failures and compress response times to meet performance thresholds.
• System Upgrades and Deployments:
• Conduct parts replacement, system upgrades, and deployments using diagnostic tools and analytical practices, demonstrating discretion in resolving customer issues.
• Meeting Facilitation:
• Facilitate weekly site status meetings with FSEs, OEMs, and the customer, providing expert updates on system performance and issues, and making independent decisions to improve system Software and Hardware Optimization: Assist with program-of-record software applications and integrated radios and hardware components to ensure optimal functionality by applying specialized technical knowledge.
• Field Engineering Support:
• Provide field engineering and technical support services to maintain and sustain fielded C-sUAS, equipment, and software at all designated locations, ensuring continuous operation and connectivity through the exercise of independent judgment and discretion.
• KPI Adherence:
• Adhere to the contract KPI response time of 30 minutes, independently managing time and resources to meet contractual obligations.
• Fault Determination and Repair:
• Perform equipment fault determination and/or fault isolation at the Line-Replaceable Unit (LRU) level. Execute Removal and Replacement (R&R) of failed LRUs and conduct repairs both onsite and at depot locations for all C-sUAS sub-systems and equipment.
• Trend Analysis:
• Identify and analyze trends to continuously improve user support.
• Certification and Training:
• Successfully complete the Medusa C-sUAS Administrator and Medusa C-sUAS Maintainer courses (with a minimum passing score of 70 on the course test.) as well as Original Equipment Manufacturer (OEM) courses, demonstrating specialized knowledge.

Qualifications:

• Engineering and Technical Proficiency:
• Ability to analyze and diagnose system failures, apply corrective maintenance procedures, and manage part replacements for C-sUAS systems.
• Proficiency in supplying and analyzing system logs for software improvements and system performance evaluations.
• Strong technical support skills, providing guidance to Air Force personnel and fellow engineers, and effective telephonic support.
• Communication and Customer Service:
• Excellent verbal and written communication skills for documenting activities, reporting status updates, and translating technical issues into actionable work order details.
• Ability to respond promptly and efficiently to user inquiries, ensuring high levels of customer satisfaction.
• Collaboration and Coordination:
• Strong collaborative skills for working within multidisciplinary teams, engaging with senior leaders, and coordinating with stakeholders and external organizations.
• Trend Analysis and Reporting:
• Proficiency in identifying and analyzing trends to continuously improve user support and reporting Key Performance Indicators (KPIs).
• Knowledge and Management of C-sUAS Technologies:
• Extensive knowledge of technologies designed to detect, track, disrupt, and neutralize unmanned aerial systems (UAS).
• Familiarity with managing ancillary components such as networks, routers, switches, servers, field distribution boxes, and uninterrupted power supplies.
• Demonstrated experience with tactical networks, including computers, switches, routers, IP addressing, and network topologies.
• Certifications:
• Security+
• Preferred Qualifications:
• Military Technical Support Experience: Previous experience supporting Airmen or military personnel in a technical capacity.
• C-sUAS System Experience: Experience with C-sUAS systems and related technologies.
• Program-of-Record Software Familiarity: Familiarity with program-of-record software applications and integrated radio systems.
• Education and Experience:
• Bachelor's Degree and 3 years of experience or; Associate's degree and 7+ years of related experience or; High School Diploma and 9+ years of related experience.
• Desired Skills:
• VMware Knowledge: Basic operational knowledge of VMware ESXi/VMware Infrastructure software suite.
• Radar Systems Experience: Experience in the operation and maintenance of Radar systems.
• EW Systems Experience: Experience in the operation and maintenance of Electronic Warfare (EW) systems.
• EO/IR Camera Systems Experience: Experience in the operation and maintenance of EO/IR camera.