Field Service Technician

Job Title:

Field Service Technician

Department:

Customer Service

Reports to:

Customer Service Manager

Approved by / Date

Supervisory Responsibilities:

No

FLSA Status:

Non-Exempt / Hourly

Position Summary: The Field Service Technicianis responsible for providing professional service and support for customers by performing Field Service installation, repairs, warranty, maintenance, and training. This position will work within the scope of established guidelines while delivering exceptional customer service.

Essential Functions: A qualified individual with a disability must be able to perform the essential functions of the position with or without reasonable accommodation.

Servicing:

• Provides customers with on-site technical consultation and installation assistance safely and within the agreed upon timeline.
• Troubleshoots installation and repair issues to determine the root cause and identify the most appropriate resolution.
• Provides training of customer personnel on the proper installation, use and maintenance of Company products.

Communication:

• Builds customer relationships in a professional manner through solution-oriented communications and service, providing both on-site and telephone support.
• Collaborates with engineering, customer service and sales representatives to resolve escalated problems.
• Works closely with the sales and customer service team to ensure site work is carried out/completed in the required manner by the required timeline.
• Maintains records of travel and provides them to the accounting team as needed/specified.
• Cultivates and maintains strong relationships with internal and external customers ensuring professional etiquette and demeanor when finding root cause solutions.
• Maintains appropriate confidentiality of Special-Lite trade secrets and non-public information.

Support and Reporting:

• Complies with all safety policies, practices, and procedures always; develops and maintains safe practices regarding safety requirements at customer locations and reports any breaches or concerns with his/her manager.
• Reads and reviews work orders, shop sheets, blueprints, plans, specifications, and other documentation to prepare for service events.
• Ensures all provided materials, tools and equipment are kept safe and secure; ensures all are calibrated in good working order.
• Assists in manufacturing or engineering with new product development and/or customer projects.
• Provides technical support to other Field Service Technicians.
• Makes custom samples and mock-ups for effective product training.
• Completes onsite Field Service documentation, recording detailed installation repairs and warranty maintenance performed in a timely manner.
• Completes telephone conversation documentation of customer conversation in a timely manner.
• Contributes to the creation and implementation of best practice procedures/processes to improve installation and servicing practices.

Non-Essential Functions:

• Maintains a neat, orderly, and organized work area at all times.
• Performs other related duties, as assigned.

Position Requirements:

• High school diploma or GED equivalent Required.
• Minimum of six years of product installation and retrofit experience required, preferably in the door and hardware industry.
• Previous experience working in the construction industry is beneficial.
• Strong knowledge of safety and construction/building codes relative to door installation.
• Must maintain a valid driver?s and chauffeur?s license.
• Must be able to obtain and retain a DOT Medical Card.
• Must comply with applicable Federal DOT Regulations, including required DOT Random Drug & Alcohol Testing.
• Must be able to work from written or verbal instructions and detailed engineering drawings.
• Must be detail oriented, able to work independently as a problem-solver with excellent verbal and written communication skills and complete projects in a timely manner.
• Ability to effectively and professionally communicate with internal and external customers via either telephone or email correspondence.
• Must be able to work under pressure, while maintaining a positive attitude providing exemplary performance and customer service.
• Excellent attention to detail in all aspects of assigned work.
• Strong project management skills.
• Ability to develop and nurture strong, productive relationships with all levels within the organization, respecting established processes and fostering an environment of mutual respect.
• Must be available for frequent travel and, occasionally, with little advance notice.
• Experience with Microsoft Office applications.

Physical Requirements:

• Frequently required to use hands and fingers to handle, feel or operate equipment, tools or controls, and reach with hands and arms.
• Frequently required to talk and hear.
• Frequently required to stand and walk.
• Occasionally required to climb, balance, stoop, kneel, crouch, bend, twist, and crawl.
• Frequently required to lift, push, pull and/or move up to 150-pounds.
• Specific vision abilities required include: close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

• Safety glasses are required on the production floor at all times; follow personal protective equipment requirements at all customer locations.
• Hearing protection is required in designated areas.
• Occasionally subject to hazards including a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electric current and exposure to heat and chemicals.
• Occasionally subject to conditions including one or more of the following that affect the respiratory system or the skin: fumes, odors, dust, mists, or poor ventilation.