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Field Service Technician
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Based on New Hampshire data
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What they do
A Field Service Technician services and repairs equipment and machines in a variety of customer locations such as residential, commercial, or industrial settings. Workers in this field can specialize in the diagnosis, maintenance, and repair of industrial, hardware, construction or electronic equipment just to name a few. These roles may work in a variety of remote locations and can travel up to multiple locations in a day.
$55,206 / year median in New Hampshire
+21% projected growth
Job Description
Role Summary
In this highly visible role, the Service Technician is a key member of an international service team and serves as a liaison between the customer and company for technical service issues. General duties include machine installation, preventative maintenance, troubleshooting of electromechanical, electronic and software problems both at the customer site and remotely via telephone and email. The ability to work effectively and efficiently under scrutiny of the customer's demanding production schedule is critical for this position. What you'll be doing: Perform machine installations and preventative maintenance at customer's location in a professional manner
Train customer on machine operation and software functionality
Able to operate machine to prove out performance for example: cut standard lens configurations, acceptance parts and other lens samples for customer evaluation of machine capability and performance
Provide information to customer support team in the factory for generating spare parts and service quotations, and enter information accurately and timely into CRM system
Provide excellent technical service to customers via telephone and email communication
Assist in preparation of service documents, instructions, photos, drawings, etc. to aid customers in troubleshooting
Assist in continuous refinement of operator manuals and other machine documentation for customers' ease of use
Collaborate with engineering and production personnel to assist in troubleshooting both machine manufacturing and customer machine issues.
Provide timely and detailed customer service reports, and enter CRM system
Traveling up to 50% is required
Other duties as appropriately delegated by the supervisor Professional Knowledge, Skills, and Abilities Demonstrate interpersonal skills required of a customer facing liaison of the company.
Proficient in troubleshooting electromechanical, electronic and software machine operation issues.
Possesses logical reasoning and deductive problem-solving abilities.
Good working knowledge of electromechanical systems including power electronics, precision motion control mechanics, personal computers, networking and customers' applications.
Familiarity with industrial hydraulic and pneumatic systems.
Proficient understanding of electronic schematics and mechanical drawings.
Good written and verbal communication skills to foster efficient problem solving with the customer and internal discussions with engineering and service team.
Detail oriented with strong problem solving and analytical skills.
Strong organization skills to efficiently plan and coordinate multiple customer service visits, equipment logistics and work scope within compressed time schedules.
Knowledge of Microsoft office suite required.
Knowledge of Salesforce CRM preferred. This is what you'll need to be successful in this role Associate's degrees (AS) in a technical discipline desired, or relevant experience. Minimum of 2 years of field service or similar experience required. Prior machinery service experience a plus.
Valid Driver's License and Passport required.