Job Title: Senior Field Services Support EngineerJob Location: Onsite- Chicago, Illinois Please note, this role is not able to offer visa transfer or sponsorship now or in the futureWe are seeking a
Senior Field Services Support Engineer (Manager Level) to provide advanced technical leadership and remote support for retail store technology deployments. This role acts as a senior escalation point (L2/L3), driving resolution of complex infrastructure and hardware issues impacting live store operations.
The ideal candidate brings strong hands-on field service experience in retail environments, combined with the capability to guide distributed teams remotely in high-pressure situations. In addition to technical expertise, this role requires the ability to mentor support teams, enhance troubleshooting practices, and drive operational excellence across field support functions.
Salary and Other Compensation:The annual salary for this position is between $90,000 to $104,000 depending on experience and other qualifications of the successful candidate.This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.In this role, you will- Act as a Level 2 / Level 3 escalation point for field service teams and external vendors supporting retail IT hardware deployments.
- Provide remote technical support for complex installation issues, including:
- Network cabling and physical connectivity
- Electrical and power-related challenges
- Desktop/workstation hardware
- POS systems and related peripherals
- Lead troubleshooting efforts by guiding field technicians and store staff through structured diagnostic steps remotely.
- Utilize prior hands-on field service experience to identify and resolve problems efficiently in a remote support model.
- Support and troubleshoot Aruba and/or Cisco switching environments at an operational level.
- Engage with retail leadership, store personnel, and technicians to ensure clear communication during critical incidents.
- Drive incident tracking, reporting, and documentation using advanced Microsoft Excel capabilities.
- Provide technical mentorship and guidance to junior engineers and field technicians to improve first-time resolution rates.
- Collaborate with cross-functional teams to enhance support processes, escalation frameworks, and knowledge documentation.
- Ensure adherence to SLA commitments and operational governance standards within retail support environments.
What you'll need to succeed (required skills)- 8+ years of hands-on field service experience in retail store environments supporting IT installations.
- Strong experience with in-store technology deployments, including network and electrical cabling and hardware setup.
- Proven expertise in remote troubleshooting across:
- Network connectivity and cabling
- Electrical and power issues
- Workstations, scanners, and peripherals
- Working knowledge of Aruba and/or Cisco network hardware.
- Advanced Microsoft Excel skills, including:
- Data analysis with sorting, filtering, and formulas
- Pivot tables, slicers, and grouping
- Data validation and error correction
- Strong verbal communication skills, with the ability to explain technical concepts clearly in remote settings.
Preferred Skills- Experience in retail enterprise environments supporting large-scale store deployments.
- Exposure to multi-vendor support ecosystems and coordination.
- Understanding of ITIL-based support processes and incident management frameworks.
- Experience driving process improvements, knowledge base creation, or operational reporting.
- Prior experience in a lead or supervisory capacity within field services or technical support teams.
Leadership & Functional Competencies- Strong leadership presence in high-pressure, time-sensitive environments
- Excellent diagnostic and analytical problem-solving skills
- Ability to translate hands-on expertise into structured remote guidance
- Detail-oriented with strong documentation and reporting practices
- Effective stakeholder communication and coordination skills
- Ability to thrive in fast-paced retail operations environments
Work Location & Requirements- Must have local presence or willingness to relocate to Chicago, IL.
- Availability to support time-sensitive retail operations and escalations as required.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Work model:At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role's business requirements,
this is an onsite role requiring 5 days a week at client site in Chicago, Illinois, USA.The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
