Field Service Technician

DSJ Global
US - Arizona - Wickenburg
November 12, 2024
Manufacturing

POSITION SUMMARY:

The Field Service Technician plays a crucial role in delivering exceptional customer support to our clients and Channel Partners. This position involves the installation of machine systems and providing initial operational and maintenance training to end customers. This individual will foster strong post-sale relationships with key stakeholders and contribute valuable feedback for product improvement to our manufacturing and engineering teams. They are also responsible for conducting customer support meetings and managing action items as needed.

This role will require travel to customer sites - the travel associated with this role is preplanned, fully covered by the company, and typically resembles the below:

1-2 domestic trips per month (typically 2-3 days)
2-3 international trips per year (typically 5-7 days)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Deliver Outstanding Customer Service:
Ensure the highest levels of customer satisfaction and act as an advocate for customer needs.
Technical Training:
Instruct customers on the operation and maintenance of machinery.
Emergency Support:
Provide field service and repair, including after-hours and weekend assistance as required.
On-Site Installations:
Perform installations and troubleshooting in customer sites, often instructing others during the process.
Training Delivery:
Conduct system installation and technical training at customer facilities.
Problem Solving:
Analyze and troubleshoot system-related issues, making critical decisions to resolve them.
Remote Diagnostics:
Utilize remote diagnostic tools to assist customers in resolving system issues.
Technical Documentation:
Interpret and apply technical documents, schematics, and blueprints during support events.
Feedback Loop:
Gather and provide insights on installations and customer experiences to enhance product performance and departmental processes.
Knowledge Base Contributions:
Author work instructions and field service procedures for our global knowledge base.
Continuous Learning:
Stay updated on new product introductions and participate in training to maintain technical skills.
Issue Reporting:
Communicate discrepancies and unresolved issues to management.
Knowledge Transfer:
Enhance the technical competencies of Channel Partners and customers by clearly explaining resolutions to issues.
Process Improvement:
Develop and refine outgoing inspection procedures for systems and accessories.

EDUCATION AND EXPERIENCE REQUIREMENTS:

Technical Expertise:
Experience with electro-mechanical technology, including servicing, troubleshooting, and preventative maintenance.
Adaptability:
Ability to thrive in a fast-paced environment that evolves with business and industry demands.
Travel Requirements:
Willingness to travel up to 50% of the time.
Innovative Thinking:
Capable of developing processes and techniques that enhance the capabilities of Channel Partners.
Software Proficiency:
Familiarity with graphic design and CAD software tools.
Technical Literacy:
Ability to read and interpret electrical diagrams and schematics.
Measurement Tools:
Hands-on experience with measurement tools such as digital calipers, microscopes, power meters, and manometers.
Training Experience:
Previous experience in delivering technical training to Channel Partners or end users.
Physical Requirements:
Ability to lift at least 50 pounds.
Degree or Experience:
Associate's degree in a technical field or 7+ years of relevant work experience, including a minimum of 5 years in technical support and field service with a focus on problem resolution.

Read the full job description and apply online on the recuiter's web-site

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