Field Technical Support

Job Description

Job Description

Responsibilities include but are not limited to the following:

Troubleshooting and Diagnosis

• Identify issues: Use diagnostic tools, analyze symptoms, and communicate with end-users to understand the problem.
• Resolve technical problems: Resolve hardware, software or system failures through on-site intervention.

  Installation and Setup

• Installation of equipment: Training and assistance for the set up and installation of hardware, software, and systems at client sites.
• Configuration: Configure devices, networks, or applications to meet client needs and specifications.
• Test systems: Ensure all systems are functioning correctly after installation, performing tests to verify performance.

  Maintenance and Repair

• Perform routine maintenance: Set up training for conducting regular checks, updates, and upgrades for the prevention of system downtime and improve performance.
• Repair or replace parts: If equipment malfunctions, diagnose the issue and repair or replace damaged components.
• VSD repairs: Train onsite personnel on the testing and repair of variable speed drive chassis

Customer Support and Training

• Customer interaction: Serve as the primary point of contact for internal and external customers needing technical assistance or guidance.
• Provide training: Train internal personnel as well as Lufkin partners on how to use or maintain systems and devices effectively, including troubleshooting basic problems.
• Develop FAQs or user guides: Create documentation or guides to help Lufkin and partners solve common issues independently.
• Perform training seminars: participate with customer and internal training seminars
• Relationships: partner with operations to better understand their needs and focus to effectively manage training and support programs

System Optimization

• Optimize settings: Adjust configurations or settings to improve performance
• Teamwork: Work with the Automation Tech support team to communicate successes and opportunities for improvement

Reporting and Documentation

• Create reports: Document issues, solutions, service actions taken, and customer feedback.
• Log service history: Keep detailed records of support calls, repairs, or replacements for future reference and warranty purposes.
• Common Issues: Coordinate with the electrical team to understand reoccurring issues and determine solution to minimize reoccurrence

Collaboration with Remote Teams

• Coordinate with headquarters: Collaborate with remote technical support teams and engineers to solve complex problems.
• Provide updates: Communicate progress and solutions back to management or remote support staff as needed.

Testing and Verification

• Reported issues: Work with Missouri City engineering to resolve issues
• FW testing: test new FW releases in field environment to ensure proper operation

Product Development

• Development: Participate in group discussions for the development and improvement of products
• 3rd party products: Work with 3rd party vendors to test and develop new product offerings

Travel and On-Site Visits

• Travel to client locations: Field support often involves traveling to client sites, sometimes requiring extended travel or overnight stays, especially for remote locations.
• Schedule visits: Plan and coordinate site visits based on urgency and availability.
• International Travel: In some instances, international travel may be required for training purposes

Safety and Compliance

• Follow safety protocols: Adhere to safety guidelines, particularly when handling electrical equipment, hazardous materials, or working in environments with specific regulations.
• Ensure compliance: Ensure that installations, repairs, or modifications comply with industry regulations, client policies, and legal requirements.
• Driving: Follow company guidelines and the use of Motive APP
• Safety Meetings: Participate in weekly safety meetings

Skills Required:

• Technical knowledge: Intimate understanding of Lufkin hardware, software, and communication systems.
• Problem-solving: Ability to quickly diagnose and resolve technical issues.
• Communication skills: Ability to explain complex technical concepts in a simple, clear manner.
• Customer service: Professional demeanor and patience when dealing with clients.
• Time management: Ability to manage multiple tasks and service calls efficiently.

Disclaimer  

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications required of employees assigned to this job.

LUFKIN US Acquisitions Company LLC is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. We celebrate diversity and are dedicated to creating an inclusive atmosphere for all employees.