The Technical Field Specialist will serve as the in-field coordinator of such programs, both collecting data hands-on and guiding the work of less technical CTS field operators to ensure that the operation is running smoothly and according to requirements communicated by the Field Operations Manager and Operations Lead and by the Client Program Managers and Engineers. This role offers an exciting opportunity to support leading-edge work being done at a top tier technology company.

Preparation work will include:

• Reviewing device configuration requirements (e.g., OS versions, user accounts, settings, installed apps, connectivity, etc.), engaging with and asking clarifying questions of staff (Operations Lead, Tools POC, QC, and MIS) and Client Program Managers and Engineers.
• Ensuring that devices are configured to run properly based on the requirements and that data can be collected and successfully passed to backend systems.
• Working with the CTS staff (Operations Lead, Tools POC, QC, and MIS) and Client Engineers to test, troubleshoot, and resolve device and backend data/technical set up issues before pilots begin.
  • Triaging and performing initial debugging, as well as resolving issues directly whenever possible.
  • Driving resolution of issues by opening and tracking bugs assigned to other CTS or Client staff
• Obtaining required devices from inventory and configuring those devices for CTS field operators.

In-Field work will include:

• Conducting trial runs to assure that devices and connections to backend systems are working properly, partnering with CTS staff (Operations Lead, Tools POC, QC, and MIS) to debug and resolve any issues encountered, as well as engaging Client Program Managers and Engineers when necessary.
• Conducting and leading in-field data collection.
• Providing frequent status updates.
• Addressing any technical issues that occur in the field, including extracting device diagnostic logs, opening bugs and escalating to other CTS and Client Staff as required.
  • Triaging and performing initial debugging, as well as resolving issues directly whenever possible.
  • Driving resolution of issues by opening and tracking bugs assigned to other CTS or Client staff

Post-Operations work will include:

• Documenting and reporting on:
  • Pilot results
  • Downtimes for different apps, tool issues, and bugs that impact pilot operations
• Verifying that data collected has successfully transferred to backend systems, engaging CTS staff (Operations Lead, Tools POC, QC, and MIS) and Client Program Managers and Engineers as required.
• Following up with the CTS staff (Operations Lead, Tools POC, QC, and MIS) and Client Engineers to drive the resolution of open bugs
• Participating in data analysis and extraction as required.
• Proactively identifying areas for program and workflow improvement.

Role Requirements

• BA/BS degree, or min. 2-3 years of relevant testing / support experience, is required.
• Must have 1+ years of QA testing or technical support experience of Mobile Apps
• Familiarity with Mobile & web technologies + organizational tools like Google Spreadsheets /Excel (SQL, Javascript, etc skills a plus)
• Strong verbal and written English communication skills with the ability to communicate cross-functionally with local and Global teams/stakeholders
• Strong teamwork skills
• Ability to represent the company in a professional manner
• Comfort with a fast paced environment
• Driver’s license and ability to drive and use other forms of transportation to conduct pilots at various local venues including Client offices, stand alone stores, and shopping malls.
  • Some US-based travel may be required
  • Ability to pass driver history restrictions
• Ability to work on feet for several hours and in indoor/outdoor environments during all types of
  weather
• Aptitude for learning new technologies
• Excellent verbal and written communication skills
• Strong organizational skills and superior attention to detail
• Strong analytical and problem-solving skills
• Ability to meet deadlines and schedules and be accountable
• Ability to document testing results in a detailed and organized manner
• Ability to create or refine processes and identify opportunities for improvement

Background & Driving Record

• No DUI convictions in the past five (5) years
• No hit and run convictions
• No driver's license suspensions in the past five (5) years
• No more than two (2) moving violations or chargeable accidents within past four (4) years
• Valid US driver's license (no temporary permits)
• International drivers have 90 days after enrollment date to obtain a US license
• Have no criminal record