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Technical Field Specialist at TSMG in New York | Swiftcruit
Technical Field Specialist will serve as the in-field coordinator of programs, both collecting data hands-on and guiding the work of less technical 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 Responsibilities:
Collaborating with the Project Manager/Workflow Lead and Operations Lead on intake, documentation, staffing, and scheduling of new client pilot requests.
Writing pilot project charters.
Documenting and validating operational workflows.
Conducting in-field operator training.
Reviewing device configuration requirements (e.g., OS versions, user accounts, settings, installed apps, connectivity).
Communicating with Operations Lead, Tools POC, QC, MIS, and Client Program Managers/Engineers for clarification and validation.
Ensuring devices are properly configured and capable of collecting and transmitting data to backend systems.
Testing, troubleshooting, and resolving device and backend setup issues before pilot start.
Performing triage and initial debugging of technical issues.
Resolving issues directly or escalating by opening and tracking bugs assigned to Client staff.
Obtaining and configuring required devices for field operators.
In-Field Responsibilities:
Conducting trial runs to validate device performance and backend connectivity.
Partnering with client staff to debug and resolve technical issues encountered in the field.
Engaging Client Program Managers and Engineers when required.
Leading and conducting in-field data collection activities.
Providing frequent status updates during field operations.
Addressing and resolving technical issues, including extracting device diagnostic logs and escalating as needed.
Triaging and debugging technical problems in real-time.
Opening and tracking bugs with appropriate Client personnel.
Post-Operations Responsibilities:
Documenting and reporting on pilot results.
Reporting downtimes, tool issues, and bugs affecting pilot performance.
Sharing observations, feedback, and opportunities for process improvement and automation.
Verifying successful data transfer to backend systems.
Engaging the staff and Client Program Managers/Engineers to ensure complete issue resolution.
Following up to close open bugs.
Participating in data analysis and extraction as needed.
Proactively identifying opportunities for program and workflow improvements.
Key requirements:
BA/BS degree or a minimum of 2–3 years of relevant testing or support experience.
At least 1 year of QA testing or technical support experience with mobile applications.
Familiarity with mobile and web technologies, as well as organizational tools such as Google Spreadsheets and Excel.
Knowledge of SQL and JavaScript is a plus.
Ability to work on foot for extended periods and in various indoor/outdoor conditions and weather.
Strong verbal and written communication skills in English, with the ability to collaborate across local and global teams.
Demonstrated teamwork and collaboration skills.
Professional demeanor and ability to represent the company appropriately.
Comfortable working in a fast-paced environment.
Valid driver’s license and the ability to drive or use alternative transportation for fieldwork at various locations (e.g., client offices, stores, malls).
Quick learner with the aptitude for understanding new technologies.
Excellent organizational skills and strong attention to detail.
Strong analytical and problem-solving abilities.
Ability to meet deadlines and take ownership of assigned tasks.
Capable of documenting testing results clearly and systematically.
Ability to create or improve workflows and identify areas for operational improvement.
