Technical / Field Service Technician - (ND, SD, NE, KS, IA Territory)

Field Service Technician

The Field Service Technician is a team member assigned to a specific region to work to resolve, identify, and provide best in class technical service support of various outdoor power equipment products. The region covered by this role includes North and South Dakota, Nebraska, Kansas, and Iowa. In addition, the Field Service Technician will provide training and support to dealers in their specified territory. This position requires up to 75% travel during peak season to fully assist in the diagnosis and repair of Scag Power Equipment products. Travel is required and is otherwise remote.

Responsibilities

• Handle dealer and customer technical support calls, e-mails, letters, etc. or on-site for specified territory.
• Handle Pro-Gold Dealer contacts for specified territory.
• Manage and priorities work load demands efficiently.
• Communicate with, and assist Scag Territory Sales Managers with service, warranty and parts concerns as needed.
• Assist dealers and end users with machine troubleshooting and diagnosis.
• Assist dealers and end users with parts questions/concerns.
• Provide in-field on site support assistance to dealers – when applicable.
• Follow all corporate procedures and objectives while representing Scag Power Equipment.
• Complete field reports with information pertaining to issues and resolutions reported in specified territory.
• Perform all duties as requested.
• Assist with customer contacts sent in via social media, email, etc. - when applicable.
• Coordinate, manage & distribute of any complaints with technical support staff – when applicable.
• Participate in dealer training seminars.
• Assist with creation and development of training materials.
• Assist with improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations.
• Assist engineering, research and development with field requests as required.
• Additional duties as required.

Qualifications

Skills Required:

• Must possess excellent communication skills (written, verbal, and presentation);
• Must be detailed-orientated, organized, and able to multitask on various projects;
• Must be self-motivated and demonstrate the ability to work autonomously;
• Works well in a cross-functional team environment, must be a team player and customer focused;
• Ability to present to large groups;
• Ability to create an environment of trust and always exhibit a positive attitude;
• Knowledge of outdoor power equipment, mechanical ability to diagnose machine failures and repair as needed.

Education/Experience:

• Associated degree in Technical service or equivalent combination of education and experience in related field;
• A minimum of 2-3 years of related experience;
• Advanced hydraulic and electrical knowledge including the ability to read and interpret schematics;
• High School Diploma.

Job Expectations

Job Expectations:

• Enjoy travel up to 75%;
• Strong communication skills, oral and written;
• Problem-solving skills to diagnose problems with equipment;
• Ability to troubleshoot hydraulic, electrical systems and repair as needed;
• Ability to work independently, with initiative and self-direction;
• Attention to detail to spot issues and complete accurate field reports.

Metalcraft of Mayville is an Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities

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