Senior Field Technician I

As a  Senior Field Technician I , you are the frontline expert responsible for the heartbeat of Nielsen’s data collection. Working from a home office and our local hub, you will remotely install and maintain sophisticated metering platforms within panelist homes. This role is a unique blend of technical troubleshooting, digital networking, and high-level customer service, ensuring that our audience data remains the gold standard for the industry.

Key Responsibilities

Technical Troubleshooting & Maintenance

• System Installation:  Remotely install and maintain current and future Nielsen metering platforms within panelist households.
• Diagnostic Resolution:  Investigate and resolve proprietary system-generated performance issues.
• Data Integrity:  Remotely diagnose equipment failures and take corrective actions to ensure the continuous and accurate collection of audience data.

Panelist Engagement & Coaching

• Multi-Channel Communication:  Connect with panelists via phone, email, text, video, and chat to provide seamless support.
• Education:  Coach panel members on equipment operation, security procedures, and participation responsibilities to protect the integrity of the Nielsen sample.
• Retention:  Use strong persuasion skills to maintain panelist cooperation and ensure long-term engagement.

Operational Agility

• High-Volume Execution:  Manage back-to-back calls and tasks throughout your shift, maintaining high productivity across inbound and outbound channels.
• Proactive Workflow:  Demonstrate the ability to shift focus quickly between assignments and identify tasks independently during downtime.

 

• Experience:  1 to 2 years of relevant experience in technical support, customer service, or a technology-based role.
• Education:  Bachelor’s degree (completed 4-year course) or equivalent professional experience.
• Technical Proficiency:  Basic knowledge of computer networking, including routers, modems, and WiFi bands.
• Fluent English proficiency for clear communication with diverse panelists.
• Hybrid Model:  Ability to work from the office three set days per week (please verify commute distance before applying).
• Physicality:  Ability to remain seated and focused for prolonged periods during a fast-paced shift.
• All new hires must complete a  mandatory 4-week training program  to become certified in Nielsen’s proprietary systems and hardware.

#LI-YL1

 

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a  nielsen.com  domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @ nielsen.com  address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.