Senior Field Service Technician

Senior Field Service TechnicianPosition: Full-time Field Service TechnicianSchedule: A four-month 9/80 work schedule (a two-workweek schedule consisting of eight 9-hour days, one 8-hour day, and one scheduled day off). Then the schedule transitions to a standard Monday through Friday workweek, with timing adjusted based on business needs.Salary: Commensurate with experience – Let's talk!Benefits: YES! Details belowEmployee Stock Ownership Plan (ESOP)Health and Dental Insurance401(k) MatchingEmployee Assistance Program (EAP)Tuition AssistancePTO for vacation & sick time11 paid holidaysPlus many perksJob SummaryThe primary responsibility of the Senior Field Service Technician is to provide advanced on-site service, technical support, troubleshooting, and training for our customer base. Domestic and international travel is required to facilitate on-site support and service. This position supports the Aftermarket group with complex after-sales customer issues regarding the installation, use, operation, maintenance, troubleshooting, and repair of Admix equipment. The Senior Field Service Technician is expected to serve as a technical resource for customers and internal teams, support the Customer Equipment Rebuild Program, take the lead on technician and customer training, provide hands-on support for skids and system sales, apply strong process knowledge, and help drive an exceptional customer experience. This position reports to the Technical Services Supervisor.Duties and ResponsibilitiesProvide advanced on-site service and support, including installation assistance, commissioning support, preventive maintenance, troubleshooting, repair, rebuilds, and technical training for customers on the installation, use, operation, and maintenance of Admix equipment.Serve as an escalation resource for complex service issues, using strong mechanical knowledge, diagnostic ability, and sound judgment to identify root cause and recommend appropriate corrective actions.Perform on-site equipment audits and provide accurate, timely, and detailed Trip Reports documenting findings, customer needs, opportunities, action items, and recommended next steps.Perform on-site rebuilds where applicable and support the Customer Equipment Rebuild Program through evaluation, planning, documentation, and coordination with internal teams.Field and respond to e-mails, phone calls, voicemail, and web inquiries from customers regarding after-sale support, service issues, service requests, troubleshooting, and parts or rebuild needs.Provide support on all office aspects of the Return Materials Authorization (RMA) Program, including working with customers to arrange the return of equipment and ensuring returned goods are handled internally in a timely manner based on customer needs.Perform physical fault analysis of RMAs when needed, including disassembly, cleaning, evaluation, facilitating QC inspection, documenting findings, and creating internal and external reports as required.Partner with Engineering, Production, Quality, Sales, and Aftermarket personnel to communicate customer feedback, recurring issues, service trends, and opportunities for product or process improvement.Take the lead on training for Field Service Technicians, customers, and internal team members, including hands-on instruction related to equipment operation, troubleshooting, maintenance, skids, and system sales support.Provide hands-on technical support for skids and system sales, including customer-facing demonstrations, application/process discussions, field feedback, and coordination with internal teams as needed.Provide technical coaching, cross-training, and day-to-day guidance to Field Service Technicians and other team members, including sharing best practices for customer interaction, troubleshooting, documentation, and safe service work.Provide back-up phone coverage for customer calls when Aftermarket personnel are busy, on the phone, on vacation, traveling, or otherwise unavailable.Provide assistance and support to the Admix Lab when needed.Act as backup support for the Service Team Lead during busy periods, vacations, travel, or other coverage needs, as appropriate.Other duties as assigned.Knowledge, Skills, and AbilitiesAdvanced hands-on mechanical skills with strong aptitude for assembly, disassembly, troubleshooting, repair, and rebuild of mechanical equipment.Strong understanding of Admix product offerings from both a mechanical and process standpoint, including how equipment functions within broader customer processes, skids, and systems.Ability to explain technical and process-related information clearly to customers and internal stakeholders in support of service, training, skids, and system sales.Ability to interact and communicate effectively with internal and external customers in person, by e-mail, and over the phone in a professional and customer-focused manner.Ability to independently diagnose complex equipment issues, evaluate options, and make practical recommendations while maintaining safety, quality, and customer satisfaction.Strong computer skills with the ability to write comprehensive customer service reports, quotes, trip reports, technical notes, and internal documentation.Demonstrated ability to collaborate with colleagues and co-workers and to work effectively both independently and in a supportive, diverse team environment.Strong organizational skills, attention to detail, follow-through, and ability to prioritize tasks based on customer and company needs.Strong critical thinking, analytical skills, and ability to multitask in a fast-paced service environment.Ability and willingness to mentor, coach, and share knowledge with other technicians while continuing to learn and be coached.Ability to provide an exceptional customer experience for every interaction between the Admix Aftermarket/Service Department and customers, both internal and external.Special RequirementsTravel is expected 50% of the time, more or less as needed for customer needs.Candidates must possess and maintain a valid U.S. driver's license in good standing and meet company driving eligibility requirements.A complete expense report and a trip report detailing the travel, opportunities, and action items is required for every trip.Ability to bend, stoop, and lift items weighing up to 50 pounds as part of job responsibilities.Ability to remain seated or standing for extended periods as required by job duties.Ability to work in confined or small spaces as necessary for equipment maintenance and operation.Training and DevelopmentThis position is expected to take the lead in training and developing Field Service Technicians by sharing technical knowledge, process knowledge, service best practices, documentation expectations, and customer communication standards.A training period of approximately 3-months in the shop on all of the equipment is a must; a thorough understanding of the assembly and disassembly of the equipment is required.The Field Service Technician will cross train with fellow technicians and the Technical Service Supervisor.This position acts as the backup for the Technical Service Supervisor during busy times, vacations, etc.Credentials and ExperienceAssociate's degree in Engineering preferred, but not required.Experience working with customers/end users preferred.5 or more years of hands-on field service, mechanical service, industrial maintenance, equipment rebuild, or related technical experience preferred.Current US Passport or the ability to obtain one.Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. I acknowledge that I have read and understand the above job description in its entirety and can perform all of the stated requirements.