Residential Field Service Professional

As a residential field service professional, you will make an impact in the following ways:

• Engage customers in a courteous and professional manner. Anticipate and ensure prompt and efficient attention to customer needs.

• Apply specialized tools and follow documented procedures and policies to diagnose and complete repairs, including identifying and preparing required parts and tools.

• Perform preventative maintenance activities as per documented schedules and standards on engine and related components in the field.

• Evaluate unresolved issues and escalate them to more experienced field service professionals or supervisors.

• Complete required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens.

• Identify additional service opportunities with customers.

• Complete training in line with skill and business requirements.

• Maintain service vehicles and tools for cleanliness and proper operation.

• Ensure adherence to all relevant health safety & environmental policies, procedures, and legislation and report any issues/incidents to site management and supervisors.

• Complete workshop repairs as required.

Benefits:

• A competitive annual salary, inclusive of applicable penalties and shift allowance.

• A 20% remote location allowance.

• All safety equipment/PPE and uniforms are provided.

• Domestic relocation from across Australia may be offered for the right candidate.

• A valid driver's license is required.

To be successful in this role, you will need the following skills and qualifications:

• An apprentice-trained engine technician (Cert III) or equivalent qualification.

• An intermediate level of workshop or field service experience.

• An intermediate level knowledge of and/or experience with engine products.

• Heavy vehicle experience is preferred.

• A HR license is preferred.

Critical Competencies:

• Health and Safety Fundamentals: Champions and models proactive health and safety behaviors by identifying, reporting, and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace.

• Diagnostics Application: Translates customer complaints to develop troubleshooting plans; troubleshoots issues following guided workflows, procedures, specialized equipment, and diagnoses computer software to isolate failed components to enable successful repairs; validates repairs by duplicating complaints to ensure they have been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.

• Electronic Service Tool Application: Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain products or diagnose and troubleshoot issues; interprets electronic tool results or recommendations to determine next steps for service resolution.

• Engine Systems Interactions: Interprets and analyzes the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications, and taking measurements to efficiently and correctly diagnose and repair.

• Product Repair and Maintenance: Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers' cost of ownership; performs progressive damage checks following guidelines to restore to pre-failure condition.

• Service Documentation: Creates and verifies customer, equipment, and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

• Technical Escalation: Obtains product technical issue information and utilizes available resources, including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.

• Values differences: Recognizing the value that different perspectives and cultures bring to an organization.

Job Details:

Job Type: Technician

Location: Residential field

Relocation Package: No