Field Support Engineer

Job Title: Field Service Coordinator

Location : Thane, Kolkata, Delhi, Bangalore

What does a successful Field Service Coordinator do?

At Fiserv, a successful Field Service Coordinator ensures seamless field operations by providing expert technical support and managing Level 1 diagnostics for defective POS terminals. Youll empower the field team by delivering rapid technical assistance, rigorous quality checks, and ongoing training, driving continuous improvement in terminal inspections and field support. Your strategic initiatives will enhance overall performance and ensure seamless transaction processing across our POS ecosystem.

What you will do:

• Deliver timely resolutions to technical issues with minimal business disruption.
• Mentor and coach support engineers, driving continuous learning and knowledge sharing.
• Conduct root-cause analysis, document findings, and implement corrective actions to eliminate recurring issues.
• Serve as a subject matter expert for critical systems, advising on architecture, best practices, and performance optimization.
• Monitor performance and arrange training as required, recommending process improvements.
• Provide flexible support occasionally after work hours as needed.
• Engage with third-party vendors to manage escalations and support their requests till resolution.
• Conduct periodic training sessions for FSE and team members to improve performance.
• Receive defective terminals and prioritize models as per business needs.
• Ensure daily productivity aligns with L1 analysis guidelines.
• Perform transaction simulations and verify POS terminal functionality.
• Review software, firmware status, and security parameters.
• Monitor and report trends to drive continuous improvement in support processes.
• Prepare MIS data and update CRM with details on activities.

What you will need to have:

• Graduate degree and/or equivalent military experience.
• experience in technical support.
• experience in root-cause analysis and performing inspections of POS terminals.
• experience working with management software and systems.
• experience in training and mentoring support engineers.