Field Service Engineer Retail Technology

About the Company

Our client is a global leader in retail store traffic and sales growth solutions. They provide actionable insights to some of the worlds most renowned retailers by transforming in-store customer behavior into powerful data. Their proprietary technology tracks traffic, sales, and engagement, helping retailers optimize performance and enhance the customer experience.

About the Role

We are seeking a highly technical Field Service Engineer with strong field dispatch experience to join our clients APAC Operations team. In this role, you will be the critical link between the physical installation and the digital intelligence of cutting-edge people-counting systems. You wont just be "supporting" installations; you will be remotely managing the technical commissioning of sophisticated 3D camera systems in major retail environments. This role is perfect for an individual with a strong background in IT networking who enjoys hands-on problem-solving and working autonomously in the field.

Schedule

• Aligned to Australian Eastern Standard Time (AEST), starting between 6:00 AM – 7:00 AM and finishing between 3:00 PM – 4:00 PM; 40 Hours

Key Responsibilities

Technical Commissioning & Network Integration

• Serve as the primary technical lead during the installation phase, working remotely with on-site licensed electricians to ensure precise physical mounting and cabling of 3D stereo-vision sensors.
• Own the entire network configuration process: configure IP addresses, VLANs, and network settings to integrate camera hardware and gateways seamlessly into the clients (retailers) existing network infrastructure.
• Establish secure, reliable data transmission paths to the cloud platform, utilizing VPNs and configuring firewall rules, port forwarding, and DHCP settings as required.
• Liaise directly with client (retailer) IT departments to obtain network credentials, ensure compliance with strict corporate security policies, and resolve network access issues proactively.

Precision Calibration & System Validation

• Perform advanced software-based calibration of each sensor, including height mapping, zone definition, and direction flow configuration to ensure sub-centimeter accuracy.
• Validate counting accuracy against live traffic flows, making real-time micro-adjustments to sensor parameters to meet and exceed project-specific Key Performance Indicators (KPIs).
• Commission all devices within the clients proprietary platform and rigorously confirm that clean, accurate data is populating the dashboards.

Documentation & Quality Assurance

• Maintain meticulous records of all installation parameters, calibration settings, network configurations, and hardware serial numbers in the project management system.
• Ensure the highest level of quality and completeness for every deliverable, guaranteeing a seamless handover from deployment to ongoing account management.
• Provide escalated remote troubleshooting support for post-deployment issues, leveraging your deep understanding of the installed hardware and network topology.

Required Skills & Qualifications

• Networking Proficiency: Demonstrated, hands-on experience with core networking concepts, including TCP/IP, subnetting, VLANs, switching fundamentals, and firewall configuration. You must be comfortable troubleshooting connectivity issues remotely.
• IoT Hardware Experience: Proven experience installing, configuring, and commissioning IP cameras, IoT sensors, or similar network-connected hardware in commercial or industrial settings.
• Technical Autonomy: Ability to read and interpret network diagrams, cable schedules, and architectural drawings without on-site supervision.
• Problem-Solving Mindset: A natural aptitude for diagnosing and resolving complex technical issues (hardware, software, and network) independently in a dynamic field environment.
• Exceptional Communication: Confidence and professionalism to communicate with high-level client IT personnel, site managers, and electrical contractors, translating technical requirements clearly and effectively.

Preferred Qualifications (Highly Desirable)

• Retail Analytics Experience: Prior experience with people counting systems, occupancy sensors, or video analytics platforms, particularly in a retail environment.
• Industry Knowledge: Familiarity with the operational constraints and security protocols of working in retail stores, shopping centers, or transportation hubs.
• Formal Education: A certification, diploma, or degree in Telecommunications, Information Technology (Networking), or a related technical discipline.
• API Familiarity: A working understanding of SOAP/REST APIs to assist in verifying data payloads and connectivity from the edge devices to the cloud.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health insurance coverage for eligible locations

Note

• Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.