Field Service Technician

The Field Service Technician is responsible for providing professional in-field support by performing health evaluations, installation & startup services, product training, warranty support, periodic maintenance, and repairs of mixing equipment. This is a customer facing position and requires strong communication (verbal and written) and presentation skills along with a commitment to service excellence.  The Field Service Technician is responsible for following company and customer specifications and procedures, including site safety requirements, with minimal supervision.  This role must frequently interact with internal and external customers to troubleshoot and resolve product and system issues.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Travel to customer sites to perform health evaluations, installation & startup services, product training, warranty support, periodic maintenance, and in-field repairs of mixing equipment.
• Prepare written reports, including detailed summary of services performed, recommendation follow-up activities, and any opportunities identified (ie: equipment requiring maintenance or repair, lack of spares for critical equipment, etc.). 
• Read assembly specifications, such as charts, blueprints, schematic diagrams, and engineering specifications to troubleshoot, test, and repair equipment at customer sites. 
• Offer the customer opportunities to improve equipment performance, including suggestions for replacement mixers, spare parts, and master service agreements. 
• Ensure repaired products meet technical specifications and perform diagnostic tests to confirm proper functionality of repaired equipment.
• Operate forklifts, overhead cranes, and other machinery.
• Drives service center truck when necessary and if available. (May require a DOT medical examination.)
• Supervise, advise, and train customer's service personnel on correct installation, commissioning, and maintenance of mixing equipment.
• Travel up to 75% of the time to customer sites or service centers, sometimes this will require traveling on short notice, for extended periods to meet customer or organization needs.  Occasional travel for up to 1 month, including weekends or holidays may be required.   
• Responsible for making arrangements for travel and allocating all associated expenses.
• Respond to customer questions regarding operation and malfunction of mixing equipment, provide telephone support for start-up or troubleshooting when necessary.
• Advise Product Management of Voice of the Customer (VOC) and/or recurring component failures.
• Maintain an unwavering commitment to safety policies and procedures.
• Maintain work area in a clean, safe, and orderly manner.
• Perform all tasks in accordance with business conduct guidelines.
• Other job tasks and duties as needed and assigned to support the business development and production goals of the company.

KNOWLEDGE, SKILLS & ABILITIES

• Must be very mechanically inclined.
• Must bring own set of hand tools. Specialty tools will be provided.
• Computer skills including experience with Microsoft Office Suite & SAP preferred.
• Excellent customer service skills and experience working directly with customers.
• Strong analytical reasoning and problem-solving skills.
• Ability to read and interpret maintenance and repair manuals and manufacturing drawings.
• Strong organizational skills with the ability to follow processes and procedures.
• Ability to work independently and as a member of a team.
• Effective communication skills required to effectively interact with internal and external customers.
• Ability to occasionally travel outside of the assigned service region/country may be required occasionally to meet customer or organization needs.
• Ability to obtain a passport, and other certifications as required.
• Home residence within 50 miles / 80 kilometers of a major airport is preferred.

EDUCATION AND EXPERIENCE

• A high school diploma and 5 years of hands-on experience as a service technician working on industrial equipment (highly preferred).  OR, a 2-year Technical Degree and 3 years of hands-on experience as a service technician working on industrial equipment.
• A valid driver's license is required.
• Experience with repair and maintenance of industrial gearboxes or rotating equipment required.
• Overhead crane and rigging experience required.
• Forklift experience required.
• Safety certification(s) is an advantage.
• Experience with machining is an advantage.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.