Field Service Technician

Field Service TechnicianThe Field Service Technician is responsible for performing diagnostics, maintenance, and repairs on a variety of heavy equipment at customer locations. This role requires technical expertise, strong problem-solving skills, and a commitment to providing exceptional customer service. The technician will use advanced tools, telematics data, and a structured pre-trip process to ensure high first-time fix rates and equipment reliability.Duties:Diagnose mechanical, hydraulic, and electrical issues in heavy equipment such as excavators, loaders, bulldozers, and motor graders.Perform necessary repairs, adjustments, and replacements to restore equipment functionality.Utilize diagnostic tools, telematics data, and machine history to identify and resolve issues efficiently.Conduct scheduled maintenance services, including fluid checks, oil changes, filter replacements, and lubrication.Inspect equipment for wear, damage, or potential failure points.Ensure all safety systems and components are operational.Access the ERP system to analyze the equipment's service history, including past repairs and recurring issues.Examine telematics reports for fault codes, performance data, and other indicators of abnormal operation.Hypothesize the most probable cause of failure based on historical and real-time data.Communicate with customers to confirm symptoms and clarify issues.Collect all required parts and tools for the service call.Include additional parts based on history and known failure patterns.Confirm appointment details and verify the location.Ensure all tools, equipment, and safety gear are loaded and ready for the job.Communicate effectively with customers to understand their concerns and explain repairs.Provide updates on repair progress and ensure customer satisfaction with completed work.Offer recommendations for additional maintenance or repairs as needed.Accurately document repairs, parts usage, and labor times in the ERP system.Maintain detailed records of service calls, including pre-trip preparation and diagnostics performed.Generate reports on equipment condition, completed repairs, and recommendations.Achieving a high first-time fix rate through diagnostics and preparation.Meeting response time and service quality expectations.Maintaining accurate and timely service documentation.Requirements:Extensive knowledge of heavy equipment systems, including diesel engines, hydraulics, electrical systems, and transmissions.Proficiency in using diagnostic tools and telematics platforms.Minimum of 5 years of experience in heavy equipment maintenance and repair.Prior field service experience preferred.Strong problem-solving and analytical skills.Excellent verbal and written communication abilities.Organizational skills and attention to detail for pre-trip preparation and documentation.Valid driver's license and clean driving record.Ability to lift and handle parts and tools weighing up to 50 pounds.Willingness to work outdoors in various weather conditions and travel to customer sites.Frequent travel to customer locations with exposure to outdoor elements.Physical demands include lifting, bending, standing, and working in confined spaces.