Job Title:  Field Service Technician       

Department: Production 

Reports To: Regional Manager - Southwest

FLSA Status: Hourly, Non-Exempt, Full-Time   

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JOB SUMMARY  

The Field Service Technician is responsible for providing on-site technical support, maintenance, and repair services for equipment or machinery at customer locations. This role involves troubleshooting issues, performing diagnostics, and completing repairs to ensure the efficient operation and functionality of equipment. The Field Service Technician interacts directly with customers, representing the company and delivering high-quality service to meet customer needs and expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES  

·         Perform preventive maintenance, troubleshooting, and repairs on equipment or machinery, including mechanical, electrical, and hydraulic systems, to address issues and minimize downtime.

·         Diagnose problems, identify root causes, and implement solutions to resolve equipment malfunctions, ensuring optimal performance and reliability.

·         Travel to customer sites to provide on-site technical support, installation, commissioning, and training services for equipment users, ensuring proper setup, operation, and maintenance procedures.

·         Interact with customers in a professional and courteous manner, addressing their questions, concerns, and service requests promptly and effectively.

·         Document service activities, including work performed, parts used, and hours worked, accurately and timely using service reports, work orders, and other documentation tools.

·         Provide detailed service reports, findings, and recommendations to customers and internal stakeholders, communicating technical information clearly and concisely.

·         Adhere to safety protocols, procedures, and regulations while performing on-site service activities, ensuring compliance with company policies and industry standards to prevent accidents and injuries.

·         Maintain service vehicles, tools, and equipment in safe operating condition, conducting inspections, repairs, and maintenance as needed.

·         Build and maintain positive relationships with customers, acting as a trusted advisor and point of contact for technical support and service-related inquiries.

·         Identify opportunities for upselling or cross-selling additional products, services, or maintenance contracts to customers based on their needs and equipment usage.

METRICS 

TBD 

SUPERVISORY RESPONSIBILITIES  

Not applicable.  This position has no direct reports. 

QUALIFICATIONS 

·         Strong mechanical aptitude and technical skills, with the ability to read schematics, blueprints, and technical manuals, and use diagnostic tools and equipment to troubleshoot complex issues.

·         Excellent problem-solving and decision-making abilities, with the capacity to analyze problems, evaluate options, and implement effective solutions in a timely manner.

·         Effective communication and interpersonal skills, with the ability to interact professionally with customers, colleagues, and stakeholders, both verbally and in writing.

·         Attention to detail and accuracy in completing service tasks, documenting activities, and maintaining records, ensuring compliance with quality standards and service level agreements.

·         Adaptability and flexibility to work independently or as part of a team, manage multiple priorities, and respond to changing customer needs and service requirements.

·         Commitment to continuous learning and professional development, staying updated on industry trends, technologies, and best practices related to field service and equipment maintenance.

KNOWLEDGE & SKILLS REQUIRED   

·         Comprehensive knowledge of mechanical, electrical, and hydraulic systems, components, and principles, as well as familiarity with equipment-specific technologies and configurations.

·         Proficiency in using hand tools, power tools, diagnostic instruments, and software applications for equipment diagnostics, repairs, and maintenance tasks.

·         Understanding of safety protocols, regulations, and best practices for working in industrial environments, including hazard identification, risk assessment, and personal protective equipment (PPE) usage.

EDUCATION & EXPERIENCE   

High school diploma or equivalent qualification required. Associate degree or technical certification in a related field may be preferred.

Experience in field service, equipment maintenance, or a related technical field, with demonstrated expertise in troubleshooting and repairing mechanical, electrical, or electronic systems.

CERTIFICATES, LICENSES, REGISTRATIONS   

Relevant certifications or licenses may be advantageous, such as Certified Field Service Technician (CFST), Certified Electronics Technician (CET), or manufacturer-specific certifications for equipment or machinery.

PHYSICAL DEMANDS   

·         Occasional reaching/working overhead, stooping, kneeling, crouching or crawling 

·         Frequent walking 

·         Continuous standing and repetitive hand motion 

·         Lifting requirements include occasional lifting up to 50 pounds, frequent lifting of up to 50 pounds and continuous lifting of up to 15 pounds.  

BONUS/COMMISSION PLAN  

No commission or bonus plan currently in place 

EMPLOYEE EVALUATION SUMMARY  

·         Introductory -- Will be written at approximately 80 days after employment and will be used to determine whether employee has sufficiently met and performed the job requirements, and will indicate whether employment will continue 

·         Annual Reviews – Employee will be given a formal regular annual review, which assesses productivity and demonstrated business skills and accomplishments for the previous period. 

WORK SCHEDULE  

Typical hours are 8:00am to 5:00pm. In a field role, your hours will be dictated by the customer and may be earlier or later than typical, including occasional weekends and holidays.  Employees are expected to work in the field as assigned or in the office during normal business hours when no project work is scheduled.

EMPLOYER'S RIGHTS 

This job description does not list all the duties of the job.  You may be asked by supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.  The employer has the right to revise this job description at any time.  The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. 

Acknowledgement and Acceptance 

I acknowledge that I have read and understand the responsibilities and requirements for the position and all questions have been answered to my satisfaction. In addition, I believe that I possess the required qualifications based on my experience and abilities and therefore, accept the position.