Field Service Technician

Job Description

Job Description

Why Kendall Howard?

We're a growing manufacturer serving the IT infrastructure field, with a no-nonsense attitude: stay humble, work hard, and take on challenges head-first. Around here, you won't just "do your job" -- you'll be part of a team that builds, solves, and delivers products we're proud to put our name on. The benefits and pay are solid, but the real perk is being part of something that matters alongside people who care just as much as you do.

Our Benefits

We know benefits matter, and we've got you covered. Full-time employees enjoy:

• Medical, Dental & Vision coverage
• Supplemental insurance options
• 401(k) with company match
• Paid Time Off (PTO)
• Paid holidays

Why This Role Is Unique

Unlike traditional field service positions that focus primarily on equipment repair, our Field Service Technician operates as part of a fully integrated technical support system. Field Service Technicians work directly inside some of the most advanced operational environments in the world, supporting equipment systems used in large-scale data centers and technical infrastructure facilities.

Every Field Service Technician is backed by a dedicated 24/7 support desk and a team of professional engineers who assist with troubleshooting, diagnostics, and engineering improvements. This means field personnel are never working alone when complex problems arise.

Field Service Technicians also contribute directly to improving the equipment they support. Feedback from the field flows directly to the engineering teams, allowing real-world operational experience to influence future equipment design and reliability improvements. As a result, our Field Service Technicians are not simply service technicians—they are technical partners in an engineering-driven support organization that designs, builds, and continuously improves the systems used in the field.

Job Summary

The Field Service Technician is responsible for providing on-site service, maintenance, compliance auditing, and operational support for specific equipment systems deployed within customer facilities.

Field Technicians are assigned to a regional service area and may travel between multiple buildings or facilities within that region as operational needs require.

Field Service Technicians perform troubleshooting, preventative maintenance, equipment repairs, and commissioning of newly installed systems. They also perform ESD compliance audits, support equipment upgrades, and assist with operational training for customer personnel.

Field Service Technicians work directly inside customer facilities and serve as the first point of contact and visible representative of Kendall Howard. This role requires professionalism , strong technical capability , and the ability to represent the company with confidence in highly technical operational environments .

Essential Functions Equipment Maintenance and Repair

• Perform on-site troubleshooting and repair of specific equipment systems.
• Diagnose mechanical and electrical issues affecting operational equipment.
• Replace damaged components and restore equipment to proper operating condition.
• Verify system functionality following repair activities.

Preventative Maintenance

• Perform scheduled preventative maintenance activities on deployed equipment.
• Inspect mechanical components, electrical systems, and operational controls.
• Replace worn components and ensure equipment remains within operational specifications.
• Document maintenance activities within the service ticket system.

Equipment Commissioning

• Commission newly installed equipment systems within customer facilities.
• Verify equipment configuration, labeling, and operational readiness.
• Ensure systems meet operational and safety requirements before entering service.

ESD Compliance Auditing

• Perform electrostatic discharge (ESD) compliance audits within operational environments.
• Inspect grounding systems, workstations, and ESD control equipment.
• Test grounding cords, wrist straps, and other ESD protection systems.
• Identify non-compliant conditions and document findings.
• Apply compliance labeling and assist with remediation activities when required.

Equipment Upgrades and Modifications

• Install upgrades, attachments, or improved components on existing equipment systems.
• Verify compatibility and operational performance following upgrades.

Customer Support and Training

• Provide training to customer personnel on proper equipment operation and safety procedures.
• Demonstrate correct usage of equipment systems and accessories.
• Provide guidance on basic troubleshooting and operational checks.

Operational Documentation

• Document service activities, repairs, audits, and maintenance actions within the service ticket system.
• Maintain accurate equipment lifecycle records.
• Report recurring issues and equipment performance concerns to engineering teams.

Collaboration and Continuous Improvement

• Work closely with the support desk to coordinate service activities.
• Collaborate with engineering teams to diagnose complex equipment issues.
• Provide feedback regarding equipment performance and reliability.
• Participate in incident reviews and root cause investigations when required.

Training and Certification

All Field Service Technicians participate in a structured training program conducted at Kendall Howard’s Minnesota facility. New Field Service Technicians complete an initial training program prior to independent field deployment.

In addition, Field Service Technicians return to the Kendall Howard facility once or twice per year for 1–2 weeks of ongoing training and certification updates. These training sessions provide hands-on experience with specific equipment systems and allow engineers to learn new equipment designs, review updated service procedures, and participate in advanced troubleshooting and diagnostic exercises.

Tools and Equipment Provided

Kendall Howard provides Field Service Technicians with the equipment required to perform their work safely and efficiently. This includes a complete field service toolkit and access to diagnostic equipment used to support GEMSTONE-maintained systems.

Field Service Technicians are also provided with company-issued devices used to coordinate service work and access operational systems, including:

• Company-issued mobile phone
• Company-issued laptop
• Access to operational dashboards and ticket systems
• Engineering documentation and service procedures

Field Service Technicians also utilize specialized mechanical, electrical, and diagnostic tools maintained at service locations to support equipment maintenance, troubleshooting, and repair activities.

Work Environment

Field Service Technicians work within highly technical operational environments, including large-scale data centers and infrastructure facilities. Work may involve mechanical equipment systems, electrical components, lifting equipment, and ESD-controlled environments.

Field Service Technicians must be comfortable working in secure facilities, following customer safety procedures, and traveling between multiple buildings within their assigned service region.

Minimum Qualifications

• Associate’s degree in engineering technology, mechanical systems, or related field (or equivalent experience).
• 5+ years of experience in equipment maintenance, field service, or technical support roles.
• Strong mechanical troubleshooting and diagnostic skills.
• Ability to travel between multiple facilities within an assigned regional service area.