Field Service Technician (Data Center cooling systems)

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work-together

PRIMARY DUTIES:

• Participates in system deployment project for established service area, by delivering installation, startup and/or commissioning support services.

• Provides onsite support by assisting in fault isolation of electro-mechanical systems.

• Identifies necessary parts to resolve customer equipment failures.

• Responds onsite to dispatches, within required timeframe as specified in customer service level agreements (SLAs), for scheduled and unscheduled services requests.

• Serves the department by participating in the development of service bulletins, procedures, process improvements and other collateral duties as required.

• Maintains accurate customer service records and reports within the Case Management System/CRM.

• Contributes to the creation of Knowledge Articles and other technical-related documentation.

• Serves as a resource to sales personnel for assigned service area.

• Recommends improvements to manuals, operational processes and procedures as needed.

• Contributes to training course content development and provides training to customers and other field service personnel, as required.

• Maintains knowledge of new products.

• Other duties as assigned.

COMPENTENCY:

• Positive attitude and collaborative approach in working within a team environment.

• Leadership experience

• Strong customer service skills

• Strong oral and written communications

• Ability to learn and adapt quickly to changes.

• Critical thinking and analytical capabilities in troubleshooting and problem solving.

• Planning, organizing and prioritizing skills.

• Attention to detail.

• Ability to be flexible and handle stressful situations at times.

REQUIRED EDUCATION:

• Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role.

EXPERIENCE:

• Minimum of 3 years of experience in field service or a similar technical support-related position.

• Prior experience with electro-mechanical equipment, servos, sensors and actuators.

LANGUAGE SKILLS:

• English proficiency

QUALIFICATIONS:

• Experience reading Electrical Schematics.

• Experience working with 200 - 440-volt equipment (High Voltage)

• Hands on hardware troubleshooting and repair experience (Hands on may be folks who have worked on other products that require parts swapping etc. VS just monitoring systems from a keyboard)

• Ability to successfully apply technical knowledge to identify root causes.

• Ability to demonstrate excellent customer service and communication skills.

• Ability to read basic product drawings, electrical schematics, and technical specifications.

• Requires the ability to manage priorities effectively.

• Ability to travel with little notice may be required.

• Troubleshooting skills and sound technical judgment.

• Ability to work both onsite independently and as part of a team.

• Availability to work extended hours, if applicable, including participation in a 24/7 on-call rotation.

• Ability to pass customer-specific background check processes, if applicable.

PHYSICAL DEMANDS :

• Prolonged periods of working at Customer facilities standing, lifting, bending, kneeling, etc.

• Must be able to lift to 50 pounds at times.

• Travel may be required up to approximately 20% of the time.

• Willing to travel when needed.

WORK ENVIRONMENT:


The candidate will work onsite under the direction of the partner leadership team.

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