Field Support Specialist

**An Amazing Career Opportunity for a Field Support Specialist**
**Location**:Zejtun, Malta
**Job ID**:33573
The Field Support Specialist is responsible for the continued maintenance, technical and system support, and enhancement of new or existing products or systems in the field. This includes having a focus on card and passport personalization and mailing equipment, ensuring they are serviced regularly as per manufacturer's guidelines, and perform at their optimum. Utilizes information from customer, factory, and suppliers, to perform mechanical support and failure analysis to identify and recommend necessary changes or corrective actions related to design aspects and prioritizes system or component enhancements or bug fixes. Resolving incidents quickly and efficiently to restore capacity and maintain quality levels. Interacts with suppliers as necessary to correct issues. Works with factory, quality and customer support personnel in determining root cause of bugs and system failures and monitors trends. Conducts trend analysis to identify and prevent potential issues. Will be involved in product qualification, FATs, SITs, UATs, CATs, deployment on-prem, operator training, L1 and L2 maintenance training of customer staff or local partners.
**Who are we?**
HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively and travel freely.
**Citizen ID Technologies (CID)**:
As the fastest growing solution provider in citizen identity, HID Global is challenging the status quo with its collaborative approach to solutions delivery. We are positioned to deliver complex, scalable and future proof government programs, while empowering local government and partners.
**As our **Field Support Specialist**, you'll support HID's success by**:
- Performing corrective and preventive maintenance, resolving incidents, assisting with installations and upgrades. Carrying out planned corrective and preventative maintenance in accordance with the HID and OEM requirements. Ensuring that repairs and maintenance is carried out to highest quality, within the shortest time frame and right first time.
- To install, configure, test and commission project hardware and software (personalization devices, mailing machines etc).
- FAT of equipment at supplier site, and support integration testing, site acceptance and user acceptance testing.
- Engaging with suppliers and documenting all technical materials for knowledge sharing.
- Providing a professional engineering service on customer site(s), corrective and preventive maintenance, in line with the Service Level Agreements (SLA) ensuring contractual targets are achieved and customer satisfaction maintained.
- Incident Management - Providing thorough L1 and L2 hardware, software, and peripheral support, and tracking status and updates through the available incident management tool.
- Before and after machine intervention, updating the machine status log, backup machine settings, informing operators and managers of status.
- Liaising with internal teams and 3rd parties as required, supporting their L3 investigations into hardware, software, and peripheral incidents.
- Maintain a spares stock inventory (part usage, requests, transfers, refurbishment).
- Change Management - Ensuring changes to the live systems are all adequately planned, tracked, tested, documented, approved and audited with the appropriate back-out plans.
- Knowledge Management - assisting with the generation and maintenance of all technical system and troubleshooting documentation, such as the creation of user guides, manuals, training video and slide deck etc.
- To provide visit reports, periodic reports, status updates or feedback as required.
- To deliver machine training for operators, L1 and L2 support.
- Maintaining all HID tools and equipment in a good working order ensuring all legal health and safety and quality are compliant.
- Ensuring a safe and healthy workplace, including the promotion of the environmental, health and safety standards, integrated management systems and any other relevant initiatives.
- Chairing technical meetings and presenting to a varied stakeholder group. Maintaining highest standards at all times.
- Being held accountable for timely communication of status or critical decisions needed from accountable executives - Proactively identify options/recommendations.
- Identifying delivery and operational risks and provide inputs how to mitigate. Managing work package leads to achieve project goals and objectives.
- Participating in the Core Team reporting on work packages.
- Other duties may be assigned as required.
**What we will love about your background**:
- Ability to effectively communicate in the English language, both verbally and in writing.
- Additional European language (nice to have) is preferred.
- Ability to read and interpret technical journals, schematics, wiring diagrams, specifications, in

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