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With a history of innovation, technology leadership, reliability and product and service excellence, CPI is a market share leader in its five largest markets. We’re experiencing remarkable growth. The most exciting challenges still lie ahead, and we invite you to grow with us.

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Job Description

Job Number
62-21
Job Title
Field Support Engineer
Department
SMP Satcom Products : Manufacturing
Location
Georgetown, Ontario
Description
  • Performs diagnosis and analysis of malfunctioning CPI systems using electronic test equipment and knowledge of electronic circuits. Performs repair or replacement of parts as necessary on a timely and efficient basis. Confers with supervisor on unusual service situations. Performs repair tasks through completion of project.
  • Receives and handles telephone inquiries and provides technical support by email during defined business hours from customers, 3rd party service providers and other service locations regarding service and maintenance of satellite and microwave telecommunications equipment. Uses tact to clarify nature of inquiry, provides technical advice or information over the telephone or by email. May receive and handle emergency telephone inquiries on a 24-hour basis.
  • Schedules on-site field service visits subject to approval of the Service Manager or may route inquiry to other Company personnel as necessary. Exercises discretion to determine a need for an on-site service call in a manner which provides maximum service level to the customer while minimizing cost of service calls. Schedule and travel to worldwide customer sites for technical support visits/field repair/upgrade work/customer training and will also travel to worldwide CPI locations (customer sites, Lisle and San Jose location) to provide customer HPA training and technical advice on HPA repairs/issues. Total travel estimated at one week per month.
  • May conduct failure analysis by examining equipment, performing tests and diagnosing operating difficulties. Prepares failure analysis report, identifies replacement parts needed, and prepares time estimate and total costs associated with repair.
  • Advises customer regarding theory and use of equipment. Educates customer personnel on proper use and maintenance of equipment.
  • Maintains records, files and documentation in support of phone service activities. Maintains records related to travel expenses when traveling for field engineering. Submits expense reports on a timely basis in accordance with procedures.
  • Analyzes customer’s technical issues and quickly arrives at a workable solution using one’s skills, product manuals and the database system.
  • Answers general questions both with internal and external customers relating to CPI product test procedures and specifications.
  • Trains the technical personnel on CPI products relating to theory of operation and troubleshooting technical problems.
  • Provides a daily/weekly summary of all incoming calls and failure information and forwards to management for review.
  • Organize work routine to accomplish tasks within prescribed deadlines.
  • Maintain the storage of test equipment and tools for travel use.
  • Performs other duties as assigned.
Requirements
  • Degree in Electronics plus a minimum 5 years’ experience in customer service or engineering related to satellite/microwave communications.
  • Minimum of 2 years of demonstrated leadership skills.
  • Familiarity with AC/DC electronic test equipment, including RF instruments; possess a broad knowledge of electronics, high voltage circuits, RF and troubleshooting technical problems.
  • Any combination of training and experience will be considered.
  • Strong verbal and written communication skills along with organizational skills.
  • Proficient in Microsoft Office Suite.
  • This position requires domestic and international travel.


    * Must meet CGP/ITAR requirements