Field Service Rep III

Job Description

Job Description

Job Summary:The Field Service Rep III – Sr Diesel Technician provides OEM support and repair services for DMS equipment in the field. This role combines advanced technical expertise with independent problem-solving to diagnose, troubleshoot, install, and maintain complex systems at customer sites. The Field Service Rep III works directly with customers to ensure equipment performance and reliability while delivering a high level of service and technical guidance. In addition to hands-on service responsibilities, this position is expected to operate with a high degree of autonomy, apply system-level knowledge to resolve issues, and support or mentor junior technicians as needed.
Accountabilities:

• Provides mechanical, electrical, and supervisory services to assemble, install, repair, overhaul and maintain company products in accordance with prescribed tolerances and according to established procedures.
  • Standards:

• Coordinates, performs, and supervises assembly, installation, repair and maintenance of Diesel Engine products in the field and shop.
• Provides expert technical guidance and support to field service team, ensuring adherence to quality standards and processes.
• Accomplish Diesel Engine overhauls, inspections, tests, and troubleshooting and ensure performance in accordance with work standards
• Utilizes technical information, repair specifications and procedures to accomplish requirements
• Apply problem-solving methods to identify root causes and diagnose repair and replacement needs.
• Resolve service complications to customer’s satisfaction within standards of specifications of equipment to assure safe and reliable operations of equipment.
• Prepare and submit complete service reports and QA documentation on each project. Document actions taken or needed and make recommendations to customers and internal management regarding improvement opportunities
• Perform on-site investigation of warranty claims to assess validity of claims.
• Provide technical leadership guidance and planning assistance to customers.
• Project positive image of company and products.
• Maintains personal skill levels and continually develops new skills to maintain proficiency with new and evolving products.
• Training of company or customer personnel on applicable company products
• Ability to travel and perform work on an unlimited/unrestricted basis worldwide.

• Provide regional sales organization with recommendations regarding customer needs for repair parts, service and upgrades.
  • Standards:

• Maintain close relationships with customers, ships engineers, and port engineers fostering strong customer relationships.
• Solicits parts and service business and forwards requests to sales personnel.
• Maintains personal skill levels and continually develops new skills to maintain proficiency with new and evolving products.

Development Responsibilities: 

• Ensures continuous improvement methods and instructs customer personnel in proper assembly service, installation and repairs of company products.
• Ensures methods and techniques to company personnel for product improvements or repair and service improvements.
• Ensures compliance with health, safety, and environmental regulations and processes during service activities
• Ensure that documentation is complete and that information is completely communicated to Management, Sales, Operations and Contract Management as required to assure that all requirements are fulfilled on time and within budget. 
• Maintains computer skills to effectively communicate from remote locations with management, staff, and customers via email, word processing, spreadsheets and databases.
• Resolves workplace conflicts as necessary. Adheres to workplace safety, security and housekeeping standards.
• Interfaces with customers and suppliers on a daily basis and promotes the positive image of the corporation.
• Submits appropriate business expense and travel information in form in accordance with established procedures and policies.
• Teamwork and Leadership: Coordinates, plans, and prioritizes activities of service projects to ensure timely delivery.

Professional Skills:

• Strong Knowledge of Diesel Engines
• Ability to read and interpret engineering drawings
• Solid understanding of Pneumatic, PLC, and electronic engine controls
• Experience troubleshooting and repairing independently
• Knowledge and skill in using computer software, including Excel, MS Word and PowerPoint
• Interpersonal, presentation and communication skills

Accountabilities: 

• Perform the job according to DMS standards and according to the procedures as defined by the product company
• Execute the job in the most efficient and effective manner
• Perform the job within budget and on schedule.

Daily Activities: 

• Making Decisions and Solving Problems —  Analyzing information and evaluating results to choose the best solution and solve problems.
• Guiding, Directing, and Motivating Subordinates — Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Repairing and Maintaining Mechanical Equipment — Servicing, repairing, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical principles.
• Monitoring Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
• Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.

• Equipment Maintenance — Performing Diesel engine commissioning, overhauls, and routine maintenance on equipment and determining when and what kind of maintenance is needed.
• Repairing — Strong Mechanical aptitude - Repairing Diesel engines or systems using the needed tools.
• Troubleshooting — Determining causes of operating errors and deciding what to do about it.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

General Knowledge: 

• Mechanical —  Knowledge of Diesel Engines and tools, including their designs, uses, repair, and maintenance.
• Production and Processing — Knowledge of Diesel engines, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
• Repairing and Maintaining Mechanical Equipmen t — Diesel Engine knowledge of servicing, repairing, adjusting, and testing.

Working Style:

• Attention to Detail —  A tendency to be detail-oriented, organized, and thorough in completing work.
• Dependability —  A tendency to be reliable, responsible, and consistent in meeting work-related obligations.

Education   and Experience:

• High School Diploma or GED Required
• 3+ years of Field Service Experience in Maritime industry
• One of the following
  • Associate’s degree in technical a discipline and 2+ years prior experience in a diesel engine field; or
  • Technical certification from an accredited school as a diesel engine mechanic with 4+ year’s experience in diesel engine service; or
  • 8+ years prior experience in diesel engine service, support, or repair; or
  • 4+ years of relevant military experience
• Experience working at or with a FOCI-mitigated company, including experience operating under a Special Sec