Field Service Technician

Summary

We are currently seeking a reliable, motivated, and hardworking Field Service Technician with a solid background in mechanical and electrical systems, along with strong troubleshooting skills. This role involves traveling to customer sites to perform equipment commissioning, conduct end-user training, troubleshoot issues, and ensure optimal performance. When not in the field, the Technician will provide exceptional support via phone and email to assist customers remotely.

Essential Functions

• Provide onsite training, commissioning, and repair of CNC equipment and related products with quality workmanship and strong attention to detail
• Provide technical support onsite or by phone for new and existing customers
• Troubleshoot and define root cause of failure as it relates to software, mechanical, and electrical components
• Complete detailed service event logs, including field and quality control reports
• Create procedures and documentation for internal training and continuous improvement
• Partner with production personnel to ensure quality and continuous improvement efforts as it relates to customer satisfaction
• Support sales by providing system application and specification information
• Work collaboratively across various business units and products
• Willingness to cross-train and learn new products as needed
• Analytical and systematic approach to troubleshooting and repairing electrical systems, wiring, and component failures in a production environment
• Prioritize safe work practices daily and attend safety meetings as required; complete Job Safety Analysis forms for each job site visited
• Complete all travel and expense reports in a timely manner
• Assist the technical support group with customer service by calling and emailing customers with technical issues; create and close cases in Salesforce using LogMeIn 123 or TeamViewer for onboard access to troubleshoot customer issues
• Perform general duties as assigned and assist in other areas as workload requires

Required Skills

• Associate’s degree in Electronics Technology (or related field) or 3+ years’ relevant experience
• Commitment to travel 75% of the year throughout North America (US, Canada, Mexico); 90% of travel is in the US
• Current and valid US Passport and driver’s license with a clean driving record and reliable transportation
• Proficiency reading electrical schematics
• Ability to use a handheld volt/amp meter
• Experience working with and troubleshooting 3-phase and single-phase equipment
• Exceptional interpersonal, oral, and written communication skills
• Experience with industrial tools/equipment such as mechanical hand tools, power hand tools, etc.
• Customer support experience
• Ability to function in a self-directed environment
• Experience with and basic understanding of pneumatics
• Provide professional and courteous customer experience
• Strong computer literacy skills

Preferred Skills

• 3D Solid Modeling / CAD experience recommended
• Previous work experience with CNC machines preferred

Competencies

1. Communicate effectively
2. Customer focus
3. Nimble learning
4. Self-development
5. Instills trust
6. Action oriented

Work Environment

While performing the duties of this job, the employee is sometimes exposed to moving mechanical parts and vibration, airborne particles, and machine lubricants and chemicals used in cleaning processes.  The noise level in the work environment can be moderate to extreme.  Ability to work in hot and humid climates while wearing PPE.  Ability to work in cold weather while wearing gloves and PPE.  Involves dirty work surfaces such as metal residue and dust, grease, oil, and other elements typical to industrial environments.  Exposure to hot surfaces and material. 

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 qualified individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is frequently required to stand/walk on cement floors for extended time; use hands to finger, handle, grasp or feel objects, tools, or controls.  The employee is frequently required to grip and operate hand tools with a minimum of 50 in/lbs of force.  The employee is frequently required to see fine components and possess manual dexterity to properly place and solder these components. The position requires occasional lifting, pushing and pulling objects that weigh up to 75 pounds.