Field Service Technician

Job Description

Job Description

Field Service Technicians (FSTs) are the lifeblood of our company and an integral part of our Service Organization. 

Note: 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:

1. The timely resolution of our customer's problems in a manner consistent with our billing policies and service procedures.

1. 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. 

There 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 training
  • FST Training at the factory
  • Initial solo field service work
• Promoted to FST upon successful completion of their probationary period FST
• Schedules service within 4 hours of receiving a Service Report from Customer Service (CS)
• Install all TMT products
• Provides preventative maintenance on all TMT products
• Performs service on all TMT products
• Completes all FST Training programs
• Organizes their service territory
• Documents all work thoroughly and on time
• Maintains company vehicle and all provided tools
• Generates revenue through product assessments, part sales and offering additional services
• Reports repetitive problems to the Master FST for inclusion in the monthly Field Feedback & Response Process (FFRP)
• Effectively manages their time

Senior 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 competency
• Troubleshoots and solves difficult service issues
• Generates above average service revenue
• Excellent rapport with co-workers and customers
• Travels outside service territory as needed
• Assists with the training of other FSTs

Master FST (MFST)

• Unlike the other FST positions, the Master FST is not an automatic tenured promotion. Only an elite few SFSTs become MFSTs
• Masters all of the duties of the SFST
• Increase the overall service competency of the field
• Trains new direct and distributor FSTs
• Field trains FSTs on new products
• Represents the region and participates in the monthly FFRP
• Solves critical/complex service issues
• Travels as required
• Sets the example with maturity and leadership
• Maintains Showroom equipment
• Periodically reviews FST service vehicles and tools
• Competent in ProtoTRAK demonstrations and training
• Effectively demonstrates the position as a role model for all other FSTs

Requirements for all levels 

• Ability 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.