Technician, Field Service Technical Support
About The Position
Field Service Technician The primary responsibility of the Field Service Technician is to perform diversified customer service duties that involve responding to customer inquiries and technical issues about company produced equipment. This role will provide service via phone and online with an emphasis on product and process improvement. This goal of this role is to drive service success that improves customer satisfaction, maximizes customer retention, and increases profitability. The role will be responsible for collaborating with onsite professionals and leading technical initiatives within our markets. The incumbent will demonstrate troubleshooting, repairing, and updating equipment with the help of onsite support. Field Service Technician: Contact for field service phone/online inquiries from customers; maintain positive relationships with customers. Provide technical support to customers by answering questions about machine features/functions; make recommendations for solutions to typical problems that may be encountered. Build and maintain a technical knowledge base by creating, maintaining and updating technical documents/procedures. Anticipate potential problems and provide solutions; detect unusual problems and promptly report to supervisor. Collaborate with other departments to resolve technical/logistical issues. Make field service calls to assist with installations and troubleshoot malfunctioning machines; determine root cause of trouble and reporting findings and solutions. Conduct pre/post installation meetings and audits at customer facility; provide training to customer operation and maintenance personnel as necessary. Prepare and submit reports as required. Maintain a clean, orderly and safe working environment. Organizing, testing and updating equipment, installing and configuring hardware and software products. This commitment requires travel and flexibility to work with your schedule.
Requirements
- 2 years of experience partnering with sales and/or customer interface.
- Ability to manager multiple projects and deadlines consecutively
- Attention for detail.
- Self-motivation and the ability to work effectively under deadlines with minimum supervision.
Nice To Haves
- 2 years of experience with complete life cycle of product concept through production
Responsibilities
- Contact for field service phone/online inquiries from customers; maintain positive relationships with customers.
- Provide technical support to customers by answering questions about machine features/functions; make recommendations for solutions to typical problems that may be encountered.
- Build and maintain a technical knowledge base by creating, maintaining and updating technical documents/procedures.
- Anticipate potential problems and provide solutions; detect unusual problems and promptly report to supervisor.
- Collaborate with other departments to resolve technical/logistical issues.
- Make field service calls to assist with installations and troubleshoot malfunctioning machines; determine root cause of trouble and reporting findings and solutions.
- Conduct pre/post installation meetings and audits at customer facility; provide training to customer operation and maintenance personnel as necessary.
- Prepare and submit reports as required.
- Maintain a clean, orderly and safe working environment.
- Organizing, testing and updating equipment, installing and configuring hardware and software products.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
