Field Service Support Technician

Salary: $50,000-$75,000, based on experience.
The Field Service Support Technician role conducts high level in-depth technical support for issues related to QVI metrology products. This role supports direct end users and QVI representatives as well as the QVS Field Service team. In addition, escalating problems which show a pattern across many devices as well as general service delivery concerns is an important responsibility. Making recommendations to improve service delivery based on current service events and feedback from end users/Reps will ensure a continuous improvement culture is fostered. This is an on-site position located in Rochester, NY.
Role and Responsibilities:

• Provide technical support related to QVI Metrology equipment.
• Can effectively support products and technology manufactured within the QVI umbrella.
• Effective escalation of tickets before the situation escalates from the Rep/customer.
• Develops/implements creative solutions/workarounds that have not been known previously.
• Consistently provides high-quality results in workmanship.
• Shows initiative by taking on tasks and sees them through completion.
• Gain and maintain a high level of competency in metrology product knowledge, measurement standards, engineering, organizing, problem-solving, communication, and quality control.
• Interaction with service engineers remotely or onsite to provide technical advice, secure expert advice from others and monitor the service call until repair service is finished
• Support continuous improvement of the quality of services performed by technical support and field personnel through input to the weekly service meeting, the technical knowledge base, and training programs.
• Provide Service Support to other departments within QVI as directed by Management.
• Assist with, and/or prepare for review, service bulletins to the field.
• Provide technical information and reports that will be used as the basis for tech updates and bulletins on products and product issues
• Assist with implementing new service products/processes and provide feedback to stakeholders.
• Occasional travel to perform service or training.
• Prepare customer-requested reports.
• Assist manufacturing, engineering, software development centers, and sales divisions in quality improvement initiatives by providing service perspective as requested by QVS management.

Requirements

• Ability to work with many personality types, remain customer-focused and calm in stressful situations.
• Must be able to read and understand electrical schematics.
• Excellent troubleshooting and analytical skills for identifying problem areas as well as identifying creative ways to resolve these problems. This candidate should have the ability to work independently from problem statement to solution.
• Ability to multi-task and handle multiple assignments simultaneously.
• Communicate effectively, especially technical details via remote support.
• PC experience working with Microsoft products.
• 2-year degree or equivalent related experience in engineering, technology, or physics is required. (Specialization in electronics or computer science preferred).
• Ability to drive a car and travel via air domestic or internationally to service products, support sales/trade shows, and deliver training.

Someone who would do well in this role could have experience in mechanical tech, electrical, electro-mechanical or engineering.
Physical and/or Environmental Requirements:
• Ability to lift 50lbs and to work under and around machines in a machine shop environment.
• Ability to sit for extended periods of time.
• Ability to stand / work for extended periods of time.
What We Offer:
Paid Time Off:

• 10 paid holidays annually
• Over 3 weeks of total PTO (vacation/sick/personal) each year, with an increase in PTO benefits after 5 and 10 years

Paid Benefits:

• Robust health benefit offerings with medical premiums as low as $3.28 per week (single employee) or $10.02 per week (family)! QVI pays over 97% of the premium on our most affordable plans for our employees. Employees pay 2.5%!
• Employer Paid Short-Term and Long-Term Disability benefits
• Life insurance benefits paid by QVI
• Annual Retirement Profit Share of 5% of gross wages!
• Tuition reimbursement of up to $7,000 annually
• Annual scholarships for dependents of employees
• Referral bonuses of $1,250 when employees help us spread the word and hire great talent!
• Annual discretionary bonuses for employees not on a commission plan

Extras:

• EAP and Wellness Benefits
• On-site electric vehicle charging stations - free for employee use!
• Verizon discounts & Identity Theft Protection Insurance

Quality Vision International Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Salary Description
$50,000-$75,000, based on experience.