Systems Field Technology Tech

Responsible for the performance and maintenance of field-based real-time customer information technologies (real-time signs and push-button annunciators). This position will: develop, refine, and follow standard operating procedures (SOPs) for issue resolution and preventive maintenance; coordinate with vendors, suppliers and other Metro Transit and Metropolitan Council work units (e.g., Facilities Maintenance, Information Services, Bus Transportation); troubleshoot and resolve performance issues; identify and implement issue resolution process improvements; and perform preventive maintenance to ensure optimal system and device performance, uptime, accuracy, and reliability

1. Resolve performance issues with field-based real-time customer information technologies:

• Work in the field (at transit stops and stations) to diagnose, troubleshoot and resolve real-time customer information technology performance issues
• Coordinate with IS Desktop, IS Network, Facilities Maintenance, and other internal and external parties to resolve issues
• Prioritize issues for resolution based on Service Level Agreements
• Document work performed and verify that issues are resolved
• Maintain accurate documentation about field technology issue status and expected resolution timeline.

2. Perform preventive maintenance on field-based real-time customer information technologies:

• Visit all real-time customer information field technologies to perform regular preventive maintenance
• Document preventive maintenance work performed
• Plan lifecycle replacements for technologies

3. Assists supervisor with developing and refining Standard Operating Procedures (SOPs), reporting needs, Service Level Agreements, and other maintenance program documentation and supporting materials:

• Develop and maintain issue resolution SOPs
• Develop Preventive Maintenance plan, including tasks, frequency, and other SOPs
• Update and maintain SLAs and SOPs based on operational considerations, new technologies, and other lessons learned.

4. Assist supervisor in identifying and implementing process and/or technology improvements:

• Support development of issue reporting and resolution tracking database and tools by identifying and communicating needs of field-based staff, participating in prototyping/testing, and identifying enhancements to improve work processes and reporting
• Advise on technology procurement and system design based on lessons learned and maintenance considerations for future capital projects and/or lifecycle replacements
• Identify additional strategies to ensure optimal performance of field-based real-time customer information
• Participate in relevant trainings to maintain technical expertise

• Perform and coordinate testing with all related internal and external stakeholders to insure all associated testing is completed and requirements met.
• Insure that all device, operational, and system testing is tracked and documentation provided

• Documents end of life equipment
• Documents excessive equipment failures
• Report findings to management team and advises on design, equipment or other improvements

Education and Experience Requirements:

• Associate degree in Electronic Technology or related field
• At least 2 years of experience in monitoring, maintaining, and repairing digital electronics devises, electronic circuitry and components that are similar NextTrip system technologies.

Equivalency: HS diploma/GED and at least 4 years of experience in digital electronics, electronic circuitry and components similar NextTrip system technologies.

License: Minnesota Power Limited Technician licensure (Low Voltage Technician Certificate) and valid driver's license and good driving record

Desired Qualifications:

• Proven attention to detail
• Effective communication and a strong track record of accurate record-keeping/documentation
• Experience identifying and implementing a process or technology improvement
• Network communication hardware and software

Knowledge, Skills and Abilities:

Knowledge of:

• Safe maintenance and support of low-voltage technologies
• Network communication systems

Demonstrative skills in:

• Dynamic Message Sign (Real Time Sign) issue diagnosis & repair.
• Personal computer operation and repair
• MS Office suite applications
• Read and interpret technical drawings and specifications
• Use of electronic test equipment

Ability to:

• Diagnose Sign performance issues.
• Effective manage multiple competing issues, making sound decisions under pressure and time constraints to prioriize response in order to achieve the proper solution.
• Ability to establish and maintain effective work relationships with those contacted in the course of work, including internal personnel, external organization representatives and customers.
• Ability document and report findings.

Union/Grade: ATU Wage Class 78
FLSA Status: Non-Exempt
Safety Sensitive: Yes. Subject to random DOT drug tests.

Work Environment:
This position may require working in wet or hot, humid non-weather conditions and in high precarious places. This position may also require working in outdoor weather conditions, extreme cold; risk of electrical shock and work within confined spaces.

Physical Conditions:
This position may require sitting, climbing or balancing; lifting up to (50) pounds two-thirds or more of the time; and lifting up to one hundred (100) pounds with assistance. Vision requirements for the position are: close, distance, color, peripheral, depth perception and ability to adjust focus.

The responsibilities listed are typical of the positions included in the job classification; however, not all duties are necessarily performed by each specific position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position. Regular attendance is an essential responsibility.