Field Service Technician

Field Service TechniciansField Service Technicians (FSTs) are the lifeblood of our company and an integral part of our Service Organization. The "Service Organization" primarily includes the Field Service and Customer Service Groups, but also encompasses all TMT employees and authorized distributor personnel. The TMT Service Organization is responsible for the following two major objectives:The timely resolution of our customer's problems in a manner consistent with our billing policies and service procedures.Provide feedback to the factory so they may resolve and eliminate design, quality, and production problems before they reoccur.Those involved in the service process must allocate the time and attention necessary to achieve both objectives. Resolving the customer's problem in a way that sacrifices data collection needed is in violation of the policy. The customer's problem of today is important, but not the only consideration. TMT must implement steps to eliminate the reoccurrence of the problems, thereby serving the best interests of the customers of tomorrow.Job Overview Our FSTs work in our customer's facilities in a hands-on capacity, using a variety of tools to install, maintain, and repair our TRAK machines and ProtoTRAK controls. This is a full-time, salaried position for a responsible individual capable of working with minimal supervision. The FST mostly works in a defined, local territory. They maintain an office in their home and operate from company-supplied service vehicles, or by air travel. They visit numerous customers each week, respond to service demand, and generate additional revenue by offering TMT parts and services.Starting Wage: $65K+ annually, depending on experience.For FSTs in the Southern California territories, at the discretion of Service Supervision, the FST in the home office territory may be required to work in the factory. This will typically be when there are not enough open Work Orders for service to fill the time. There may be other reasons as well.FST Job ClassificationsThere are (4) FST classifications at TRAK Machine Tools. They are Trainee FST, FST, Senior FST and Master FST.Trainee FST (TFST)Trainee classification is for the probationary period.The initial training period for new FST includes:Field trainingFST Training at the factoryInitial solo field service workPromoted to FST upon successful completion of their probationary periodSchedules service within 4 hours of receiving a Service Report from Customer Service (CS)Install all TMT productsProvides preventative maintenance on all TMT productsPerforms service on all TMT productsCompletes all FST Training programsOrganizes their service territoryDocuments all work thoroughly and on timeMaintains company vehicle and all provided toolsGenerates revenue through product assessments, part sales and offering additional servicesReports repetitive problems to the Master FST for inclusion in the monthly Field Feedback & Response Process (FFRP)Effectively manages their timeSenior FST (SFST)Promotion available to FSTs who are successful in field service.Performs all of the duties of the FST with a high level of competencyTroubleshoots and solves difficult service issuesGenerates above average service revenueExcellent rapport with co-workers and customersTravels outside service territory as neededAssists with the training of other FSTsMaster FST (MFST)Unlike the other FST positions, the Master FST is not an automatic tenured promotion. Only an elite few SFSTs become MFSTsMasters all of the duties of the SFSTIncrease the overall service competency of the fieldTrains new direct and distributor FSTsField trains FSTs on new productsRepresents the region and participates in the monthly FFRPSolves critical/complex service issuesTravels as requiredSets the example with maturity and leadershipMaintains Showroom equipmentPeriodically reviews FST service vehicles and toolsCompetent in ProtoTRAK demonstrations and trainingEffectively demonstrates the position as a role model for all other FSTsRequirements for all levelsAbility to learn technical subjects.Mechanical aptitude.Strong motivation and results oriented.Good communication skills.Experience or education in a mechanical field.Maturity and self-reliance.Good organizational skills.Physically fit: able to lift up to 75 lbs., walk long distances, climb on machines, bend, twist, squat and handle tools dexterously.Drivers license in good standing and able to qualify for coverage under the company insurance program.Disclaimer: The above description is not intended to be interpreted as an exhaustive list of skills, qualifications, and duties for this role. Southwestern Industries, Inc. – TRAK Machine Tools retains the right to change or assign other duties to this position.Southwestern Industries, Inc. – TRAK Machine Tools is an Equal Opportunity and Affirmative Action Employer. All applicants will receive equal consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.Southwestern Industries, Inc. – TRAK Machine Tools is committed to providing access and reasonable accommodation in its employment opportunities in accordance with the Americans with Disabilities Act and other applicable laws.If you are unable to complete this application due to a disability, contact Human Resources to ask for accommodations or an alternative application process.