Service Support Transport Engineer

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As a Service Support Transport Engineer, you will serve as a primary technical representative for Gates Air, delivering remote support and repair services to domestic and international customers operating Intraplex transport and IP-based broadcast systems. You will support the full lifecycle of customer systems, including configuration, commissioning support, troubleshooting, corrective maintenance, and long-term operational assistance, ensuring reliable system performance and a high-quality customer experience.

This role requires a technically proficient, self-directed professional with strong communication skills, sound judgment, and a commitment to service excellence. The position is primarily remote, includes limited travel, and participation in an after-hours On-Call rotation to support mission-critical broadcast and transport operations.

• Provide professional, solution-oriented remote technical support and repair for Gates Air Intraplex transport systems, including system configuration, commissioning support, fault isolation, and corrective action.
• Perform remote technical assessments to support system upgrades, expansions, and new deployments.
• Deliver customer training on system operation, routine maintenance, and troubleshooting best practices to ensure long-term system reliability.
• Respond to warranty, emergency, and corrective maintenance service requests in accordance with Gates Air service policies and customer service level commitments.
• Provide after-hours emergency phone support on a rotational basis to support customer operations.
• Collaborate closely with Engineering, Sales, Project Management, and Service Operations to resolve technical issues and support customer requirements.
• Accurately document service activities, findings, corrective actions, and recommendations using approved service reports and internal systems.
• Develop, review, and update technical documentation including service bulletins, technical manuals, and user or administrator guides related to Intraplex products.
• Support factory and field feedback loops by identifying recurring issues, systemic risks, and opportunities for product or process improvement.
• Ensure compliance with safety, quality, and regulatory requirements while working remotely or at customer and company facilities.
• Maintain readiness to travel up to approximately 10%, primarily for training, customer escalation support, or special projects.
• Perform other duties as assigned by the Service Support Manager.