Hammonton, NJ Riverview,FL Lawrence, MI, Homestead, United States
Mar 27, 2018
Job Posting Date:
Nov 27, 2017
cope of Position:
The Field Technician is a representative of the company wherever equipment is located. The Field Technician must have a valid driver’s license, a valid passport and/or have the ability to obtain a passport to enter all countries.
The Field Technician (Field Tech) must have a thorough working knowledge of all Company equipment, maintain equipment and troubleshooting experience, ability to train others in the setup and processes of our equipment. Knowledge of company's, processes and procedures. Provide backup for Customer Service for support to our customer base.
The Field Tech is required to be on call 24/7 for a set period of time by the supervisor/manager and have an extensive knowledge and ability to navigate the computer and various computer programs. The position will support inventory control of parts in their assigned vehicles and/or warehousing locations. The Field Tech will provide data for Quality Control, recurring issues for the issues board and FTSR (field tech service reports) at a minimum. This data is sent back to the supervisor/manager and appropriate Company Packing Managers within a designated timeframe.
The Field Technician will need to multi-task and have a high level of organization and attention to details. The position will assume a natural leadership role within the company, working with all levels of the organization and our customer base. The Field Technician will represent the Company in a positive manner and make sound decisions that provide results that are in the best interest of the Company.
The position will have direct interface with inside and outside sources and is expected to demonstrate honesty, integrity, maturity and professionalism at all times.
Levels of Responsibility:
Ability to enter all countries, including being able to have a valid driver’s license and passport
This positions requires a 24/7 customer service availability. Field Techs will be assigned timeframes in which they are required to be available for our customers
Direct interface with inside/ outside sources, working in conjunction with production, sales and others, both in the field tech department and other areas of the facility
Ability to communicate issues via phone, walk a customer through various scenarios (equipment settings, computer settings, etc.), making courtesy calls and visits to customers, upselling whenever possible
Ability to successfully diffuse negative situations that may occur with customers (late part orders, equipment concerns, etc.)
Basic mechanical ability is required; higher level of mechanical ability preferred. This is a necessary skill to troubleshoot old/new equipment in the field. (Electrical, Pneumatic, Hydraulics,)
Ability to handle difficult situations, such as equipment failures, quality issues, layout concerns, etc. and communicate their concerns back to the Supervisor in a timely manner, remaining positive towards all they come in contact with.
Ability to successfully operation a forklift, a 1 ton floor jack and a pallet jack, being certified to do so by the company
Expertise in the installation of all Equipment
Expertise in training of others, communicating through language barriers to ensure successful operation of our equipment in our customer locations. This expertise is also necessary for other field techs and other company employees
Performs continual and preventive maintenance as necessary to maintain positive customer satisfaction and continued equipment improvements
Contributes to the success of the business by applying their knowledge in maintaining our equipment and training others in their use
Works closely with their supervisor and parts department in securing components in a timely manner to fulfill customer requests, warranty work, replenish inventory, etc.
Can identify multiple issues and resolve them in a timely manner, using all resources available to them, prioritizing them in order to meet required deadlines and satisfying the customer
Develops trusted customer relationships; adhering to the highest level of professionalism
Encourages personal development for self, updating job knowledge through participation of educational opportunities
Monitors inventory and warranty items; notifying the supervisor/parts department early enough so items ordered can be received in a timely manner. (less expediting)
Input data into the FTSR system, putting informational data into the reports and submitting within the timeframe necessary.
Submit all FTSR’s by midnight Sunday as well as expense reports and credit expenses per the company’s policies and procedures
Obtains approvals by following the company policies and procedures; making suggestions for improvements to these policies/procedures when necessary
Regular maintenance of assigned company vehicles is required. All paperwork associated with the maintenance of the vehicle must be forwarded to the supervisor
Extensive Travel is a major part of this position
Must have the ability to work in extreme weather conditions, be able to bend, lift, push, pull and lift items that weigh at least 50 pounds with/without assistance.