Field Service Technician - West Region (Multi State)

Multi State Position ( TX, NM, AZ, CO, UT, WY, MT, NV, ID, CA, OR, WA, AK)

Summary

This position is responsible for equipment installation and technical support of our product lines, and maintaining good customer relations.

Position will investigate and resolve customer reports of technical issues with equipment, and eliminate future operational or service difficulties for customers.

Due to our customers’ needs, priorities will change based on customer situations so individuals must be able to adapt to ever changing work schedule and priorities.

Time Utilization

• This position will travel up to 90% of the time.
• Schedule needs to be flexible to accommodate internal and external customers’ schedules.
• Must be able to travel with little notice as customer demands require.
• There may be a schedule requirement that consists of ten (10) consecutive scheduled days of work followed by four (4) scheduled days of rest, and may commence on any day of the week.
• Must be willing to work outside normal business hours, including some weekends as required.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Ensure customers are comfortable with operational and safety procedures of their equipment.
• Consistently make travel arrangements within company policy guidelines and in the most cost effective and time efficient manner possible.
• Communicate with scheduler on a daily basis, give updates on current job status, and receive additional job assignments.
• Upon completion of installation, all technical documentation will be provided to the regional scheduler.
• Complete work assignments with minimum supervision. Retrieve and respond to messages daily on all communication tools.
• Keep service team members and customers informed of arrival times. Travel arrangements will include: hotel, car rental, and flights.
• Weekly expense reports and time sheets are also completed in an accurate and timely manner.
• All expenses incurred are handled in a cost-effective manner.
• Maintain quality and quantity of work on equipment. Listen attentively and ask questions as appropriate.
• Provide onsite technical assistance to help troubleshoot and repair equipment in a reasonable amount of time. Provide a communication link between the customer to help ensure that effective service is provided to the customer.
• Conduct training for customers on the safe operations of equipment, maintenance, and parts ordering.
• Install and/or repair new or modified equipment according to specifications at customer facilities in a timely manner to ensure full functionality.
• Complete service documentation on what was repaired during the service call and submit related expenses for the trip and time spent on the call. Reports are complete, accurate, and submitted within 24 hours of job completion.
• Provide contact information for service team for future service needs and parts needs.

Qualifications:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Must be able to troubleshoot basic mechanical, electronic and operational aspects of machines.
• Electrical, pneumatic, mechanical, and machine shop skills required.
• Work well in high stress environments and maintain professionalism in dealing with customers and coworkers.
• Needs to be a self-starter and have the ability to work in unsupervised settings.
• Mechanical aptitude needed.
• Excellent customer service skills.
• Associate's Degree or equivalent technical school diploma in electrical or mechanical engineering or similar discipline; or two years field service, packaging, maintenance or related experience; or equivalent combination of education and experience.
• Responsible for machine service and concentrates on problem solving and preventative maintenance.
• Must have the ability to respond and adjust to changing or new situations.

Language Ability:

• Ability to speak effectively before groups of customers or associates of organization.
• Ability to write routine reports and correspondence.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Math Ability

• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.

Reasoning Ability:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:

• To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word and Excel, as well as having working knowledge of database applications, ERP systems, and contact management systems.

Certificates and Licenses:

• Current valid U.S. driver’s license.
• Must have the ability to obtain a passport.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Work Environment

• The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.
• While performing the duties of this job, the associate is regularly exposed to wet or humid conditions (non-weather) and work near moving mechanical parts.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The associate is occasionally exposed to work in high, precarious places.
• The noise level in the work environment is usually loud.
• The associate is frequently exposed to extreme cold (non-weather); extreme heat (non-weather) and risk of electrical shock.

Physical Demands:

• The associate must regularly lift and /or move up to 50 pounds.
• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
• The associate is frequently required to climb or balance.
• While performing the duties of this job, the associate is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear.
• The associate is occasionally required to sit.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Double time for all Saturday and Sunday work, plus standard overtime on weekdays, including travel time
• Laptop, cell phone, and all related accessories provided
• Reimbursement or credit for work clothing, boots, etc.
• Profit sharing – calculated on all wages, including overtime, typically adds an additional 5-7%
• New high-end tool kit, stocked with all necessary equipment
• Company car (lease, insurance, gas, property tax, maintenance) provided. Okay to use for personal use.

ADVANCEMENT Opportunities

• Field service leadership opportunities are also increasingly available, as we're growing each team around the country, while also currently establishing 2 additional regional offices
• Successful technicians are also encouraged to explore promotion within other groups, such as training, sales, customer service, etc.
• Field Service Technicians are the backbone of our business and have opportunity to advance throughout the organization, in a variety of capacities.
• Those with specific experience or interests can advance to high-level specialized positions, focused on particular equipment lines or service objectives
• All techs begin at Level 1, with clear guidelines regarding the skills and testing necessary to achieve level 2, and 3, status and perks