Job Summary:

As a Solutions Engineer, you will be responsible for evaluating customer networking requirements and engineering strategic solutions to support customer growth. You will design cost-effective network solutions and work directly with customers to address technical issues, explaining product benefits, and deliver exceptional service to enhance the overall customer experience.

Supervisory Responsibilities:

No responsibility for the direction or supervision of others.

Essential Duties and Responsibilities:

• Pre-order Support: Work with the Business Development team to identify customer requirements and provide solution proposals utilizing the entire White River Connect product portfolio. Including, but not limited to, pricing assistance, equipment design, network, and technical documentation.
• Customer Engagement: Build and maintain relationships with key customers, ensuring their needs are met with the right networking solution and work with Business Development to represent White River Connect on customer appointments as a subject matter technology expert specializing in network and technology services.
• Solution Design: Analyze customer requirements and design customized solutions to meet their bandwidth, scalability, and performance needs.
• Technical Consultation: Develop and articulate needs based on understanding of voice, data, Internet, and network solutions and designs to customers.
• Product Knowledge: Stay updated on the latest fiber optic technologies, Wi-Fi solutions, VoIP solutions and industry trends to provide accurate recommendations.
• Proposal and Documentation: Create detailed technical proposals, documentation, and cost estimates for business sales team.
• Collaboration: Work closely with network engineering, business development, and customer support teams to ensure successful project implementation and customer satisfaction.
• Sales Enablement: Assist the Business Development team with technical presentations, proof of concepts (POCs), and network designs.
• Provide technical support to installation technicians.
• Work with the Network Operations team to coordinate POCs and ensure all new hardware and solutions are tested, certified, and approved before deployment.
• Must convey a positive and professional appearance and demeanor during all customer-related activities.
• Maintain effective communication with vendors, contractors, customers, potential customers, and support staff in resolving challenges.
• Provide technical support and guidance to customers on utilizing CPE devices and services effectively.
• Maintain detailed logs, documenting key information such as installation date, location, equipment used, and specific tasks performed.
• Document testing protocols used during and after installation for verification.
• Adhere to company policies, procedures, and safety guidelines while performing CPE service activities.

Required Skills and Abilities: 

• Knowledge of technology and telecommunications services, including understanding of networks and network design.
• Understanding of voice, data, Internet and network/managed services, and underlying technology that delivers those services.
• Proficiency in network design tools and simulation software (e.g. Visio)
• General knowledge of the mechanics of Google Earth and/or outside plant tools.
• Willingness to go out and meet with customers as needed.
• Strong problem-solving skills and attention to detail.

Excellent customer service and interpersonal skills to interact with customers in a professional and friendly manner.

Detail-oriented with strong organizational and documentation skills.

• Ability to speak with others and convey information effectively.

Ability to work in various weather conditions and physically demanding environments.

Ability to work independently, as well as collaboratively within a team environment, managing time and priorities effectively.

Willingness to learn new technologies and adapt to changing work environments.

Must have and maintain a valid driver’s license.

External Relationships:

Extensive contact with customers, potential customers, vendors, contractors, and the general public in carrying out the responsibilities of this position. 

Required Education and Experience: 

• Bachelor’s degree in engineering, telecommunications, or related field.
• 5 years of experience in telecommunications, fiber-optics, or a related field is preferred.
• Internet Service Provider experience is preferred.

Working Conditions: 

• This role involves both indoor and outdoor work and may take place in a variety of weather conditions.
• Some installations may involve working at heights or in confined spaces, such as attics, and crawlspaces.
• Occasional weekend or evening work may be required to meet customer scheduling needs.
• The standard schedule for this position is Monday through Friday, with adherence to established safety procedures and protocols.

Physical Effort and Dexterity:

• Frequent physical activity includes maintaining a standing position for lengthy periods of time while performing installations. Ability to work safely on a ladder and lift 100 pounds without assistance.
• Often need to climb ladders or enter confined spaces to perform installations. This requires good balance, coordination, and a lack of fear of heights.
• You will need to walk across different types of terrain, including outdoor areas, construction sites, and customer premises. This may involve walking on uneven surfaces, climbing stairs, or maneuvering around obstacles.

Machines, Tools, and Equipment: 

• Capable of operating a personal computer and related software. Must be able to operate office equipment and telecommunications equipment.

Visual Acuity, Hearing, and Speaking:

• Able to review and analyze data and enter information into software platforms with accuracy.
• Capable of accurately perceiving and distinguishing colors.
• Actively listen to and understand verbal instructions and contribute effectively.
• Must be able to communicate clearly and accurately for work and safety compliance.
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Note: This job description is not to be construed as an exhaustive statement of duties, responsibilities, and requirements. Management retains the right to assign or reassign duties and/or responsibilities at any time.