Senior Field Service Technician

Job Description

Job Description

SUMMARY: This position is responsible for maintaining effective customer support by providing service to all company machinery at a customer s location under limited supervision at Company.
CORE OPERATING PRINCIPLES:
Customer-First Ownership Takes responsibility for helping customers receive timely, accurate, and professional support. Understands that every interaction affects whether the customer wants to continue doing business with Company.
Easy to Do Business With Reduces friction for customers and internal team members by communicating clearly, responding promptly, following through, and helping move issues forward instead of creating unnecessary obstacles.
No Customer Left Behind Ensures customer needs are acknowledged, documented, tracked, and followed through until resolved or properly transitioned to the right owner.
One Company Teamwork Works across departments and functions to support the customer and the business. Does not allow internal boundaries, job titles, or task lists to prevent progress.
Accountability and Follow-Through Accepts ownership for commitments, communicates status honestly and proactively, and completes work with urgency, accuracy, and professionalism.
Adaptability and Commitment to Team Success Responds constructively to changing priorities, urgent customer needs, and business demands. Understands that the job description defines primary duties, not the limits of contribution.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
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Mentors and coaches junior technicians in their technical capabilities
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Proficient on all product lines
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Knowledgeable with Company software tools
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Provides remote technical support via phone, email, and tele service.
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Diagnoses and troubleshoot machinery malfunctions at customer site
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Execute Installs, repairs, inspections, sets ups and tests on two machine product lines targeted by Regional Service Manager, with minimal guidance of senior and lead service technician.
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Dismantles defective components, equipment or parts and installs, adjusts and tests new or repaired parts to Company standards.
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High proficiency on multiple product lines with minimal guidance and supervision
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Cleans and lubricates shafts, bearings gears and other parts of machinery.
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Installs, creates machine archives, repairs electrical and electronic components of machinery and equipment such as transformers and wiring.
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Installs and repairs hydraulic, coolant or pneumatic systems that are associated with the machine.
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Returns all remaining parts with the correct paper work and correct packaging to the Company s office.
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Submits all service paper work and expenses weekly, and on time. Updates IUS team with daily updates.
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Maintains a neatly organized, clean and safe work area.
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Adheres to all customer and Company specified safety requirements
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Maintains the highest level of professionalism and integrity while working on the customer site or in the office.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty and responsibility according to the requirements of Company. The requirements listed below are representative of
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the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
COMPETENCIES:
Company-related Competencies To perform this job successfully, all employees of Company must demonstrate the following competencies:
Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Job-related Competencies To perform this job successfully, incumbents in this job should demonstrate the following competencies:
Analytical Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Project Management Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Adaptability Adapts to changes in the work environment; Manages competing demands; changes approach or method to best fit the situation; Able to deal with frequent change, delays or unexpected events.
Customer Service Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; and meets commitments.
EDUCATION and/or EXPERIENCE: Associate s degree (A.A.) or equivalent from a two-year college or technical school in electronics, hydraulics, or other mechanical-related field; and 5 year s related experience and/or training; or equivalent combination of education and experience is required. Previous experience in a manufacturing environment where field service skills were essential to the overall operations of the organization is required.
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LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.
MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS: A valid driver s license is required for this position.
OTHER SKILLS AND ABILITIES: Computer software skills required include: Microsoft Outlook, Word, Excel, PowerPoint and Adobe. Ability to operate a printer, copy machine, scanner and other office equipment is desired. Employee must have the ability to adapt and conform to shifting priorities and demands and execute accordingly. In addition, this position requires an understanding of mechanical, electrical and hydraulic principles and practices, while paying close attention to detail is essential.
OTHER QUALIFICATIONS: A strong knowledge of the Company s products and services is required. This position requires both domestic and international travel.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently will stand; and walk. The employee occasionally will climb or balance; stoop, kneel, crouch or crawl; taste or smell; and lift and/or move up to 50 pounds without an assistive device.
Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The normal office hours at Company are 8:00 a.m. to 5:00 p.m., Monday through Friday. However, employees in this position may be required to work additional hours to meet the demands of the job.
While performing the duties of this job, the employee is frequently exposed to outdoor weather conditions and is occasionally exposed to working near moving mechanical parts, working in high precarious places, fumes or airborne particles, toxic or caustic chemicals, vibration, and the risk of electrical shock. The noise level in the work environment is usually loud.