multiplymii - Field Deployment Manager – Technical Solutions

• DEPLOYMENT & PROJECT OWNERSHIP • Own end-to-end deployment projects from pre-installation planning through final go-live. • Review building plans, floor plans, and construction drawings to determine appropriate device and gateway placement. • Coordinate third-party installers, low-voltage contractors, general contractors, client IT teams, facility teams, and other stakeholders. • Confirm site prerequisites are completed before installation begins. • Track device quantities, installation progress, logistics, dependencies, risks, and project milestones. • Identify potential deployment risks early and proactively develop solutions. • Provide technical direction to contractors and resolve deployment blockers. • Ensure projects remain organized, documented, and on track through completion. • Take ownership of issues beyond the minimum requirements when needed to ensure successful deployment. • Maintain clear project documentation, status updates, deployment records, and stakeholder communications. • TECHNICAL DEPLOYMENT & TROUBLESHOOTING • Verify device installation, connectivity, configuration, and data reporting. • Troubleshoot practical networking issues involving IP addressing, DHCP/DNS, VLANs, firewall rules, ports, proxies, and connectivity. • Coordinate with customer network administrators to resolve network admission and access requirements. • Troubleshoot issues involving connected devices, gateways, sensors, cloud connectivity, and BMS integrations. • Determine whether deployment issues originate from the device, network, BMS, installation, or integration layer. • Remotely troubleshoot field issues and confidently guide contractors or customer teams through on-site resolution. • Ensure deployed devices are reliably connected and reporting clean data to the cloud or BMS. • Support technical escalations that require deeper troubleshooting beyond basic support. • TECHNICAL SUPPORT & CUSTOMER ISSUES • Spend approximately 20% of your time supporting technically complex customer issues and tickets. • Investigate and resolve tickets that require genuine troubleshooting expertise. • Support enterprise customers with BMS, networking, device, connectivity, and integration-related issues. • Diagnose BACnet communication, point discovery, mapping, and data-quality issues when applicable. • Investigate issues involving DHCP/DNS, VLANs, firewalls, ports, proxies, SSL inspection, and NTP. • Work across customer support, deployment, engineering, sales, and customer success teams to resolve complex issues. • Escalate issues to engineering only when product-level intervention is required. • Document troubleshooting processes, solutions, and recurring technical issues for internal knowledge sharing. • CUSTOMER & STAKEHOLDER MANAGEMENT • Act as a key technical and project-facing contact throughout deployments. • Communicate clearly with enterprise customers, contractors, IT teams, facilities teams, and internal stakeholders. • Translate technical problems into clear business and operational impacts. • Set expectations around timelines, dependencies, risks, and resolutions. • Balance technical requirements with customer priorities, project timelines, and business objectives. • Build trust with customers through clear communication, ownership, and follow-through. • Support internal teams with technical context during customer discussions when required. • Keep deployment projects moving and proactively resolve blockers. • Ensure contractors and stakeholders understand what needs to happen and when. • Identify technical risks before they become deployment failures. • Ensure devices are installed, connected, configured, and reporting correctly. • Personally investigate technically complex issues rather than relying on immediate escalation. • Communicate clearly with enterprise customers throughout the process. • Understand the business impact of technical problems and prioritize accordingly. • Take ownership from initial problem identification through final resolution.