Field Tech Support Specialist

PRIMARY DUTIES:  

• Participates in system deployment project for established service area, by delivering installation, startup and/or commissioning support services. 

• Provides onsite support by assisting in fault isolation of electro-mechanical systems. 

• Identifies necessary parts to resolve customer equipment failures. 

• Responds onsite to dispatches, within required timeframe as specified in customer service level agreements (SLAs), for scheduled and unscheduled services requests. 

• Serves the department by participating in the development of service bulletins, procedures, process improvements and other collateral duties as required. 

• Maintains accurate customer service records and reports within the Case Management System/CRM. 

• Contributes to the creation of Knowledge Articles and other technical-related documentation. 

• Serves as a resource to sales personnel for assigned service area. 

• Recommends improvements to manuals, operational processes and procedures as needed. 

• Contributes to training course content development and provides training to customers and other field service personnel, as required. 

• Maintains knowledge of new products. 

• Other duties as assigned. 

COMPENTENCY: 

• Positive attitude and collaborative approach in working within a team environment. 

• Leadership experience 

• Strong customer service skills 

• Strong oral and written communications 

• Ability to learn and adapt quickly to changes. 

• Critical thinking and analytical capabilities in troubleshooting and problem solving. 

• Planning, organizing and prioritizing skills. 

• Attention to detail. 

• Ability to be flexible and handle stressful situations at times. 

REQUIRED EDUCATION: 

• Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role. 

EXPERIENCE: 

• Minimum of 3 years of experience in field service or a similar technical support-related position. 

• Prior experience with electro-mechanical equipment, servos, sensors and actuators. 

 LANGUAGE SKILLS: 

• English proficiency  

 QUALIFICATIONS: 

• Experience reading Electrical Schematics. 

• Experience working with 200 – 440-volt equipment (High Voltage) 

• Hands on hardware troubleshooting and repair experience (Hands on may be folks who have worked on other products that require parts swapping etc. VS just monitoring systems from a keyboard) 

• Ability to successfully apply technical knowledge to identify root causes. 

• Ability to demonstrate excellent customer service and communication skills. 

• Ability to read basic product drawings, electrical schematics, and technical specifications. 

• Requires the ability to manage priorities effectively. 

• Ability to travel with little notice may be required. 

• Troubleshooting skills and sound technical judgment. 

• Ability to work both onsite independently and as part of a team. 

• Availability to work extended hours, if applicable, including participation in a 24/7 on-call rotation. 

• Ability to pass customer-specific background check processes, if applicable. 

PHYSICAL DEMANDS:   

• Prolonged periods of working at Customer facilities standing, lifting, bending, kneeling, etc. 

• Must be able to lift to 50 pounds at times. 

• Travel may be required up to approximately 20% of the time. 

• Willing to travel when needed. 

WORK ENVIRONMENT: 

The candidate will work onsite under the direction of the partner leadership team.