Field Service Technician

Summary

The role of Field Service Technician is to provide professional service and support at customer locations by working independently or as part of a team. While good communication skills are a must, technical skills are the foundation of this position. The Field Service Technician will work in compliance with all company policies, instructions, and directives for the fulfillment of company objectives, as well as customer guidelines and satisfaction.

Priority for this role will be execution of field service campaigns, projects, and work orders. Expected travel is 50% of time, requiring flexibility for last minute and weekend travel. When off-site work is unavailable, the Field Service Technician will report to Manufacturing Manager for work assignment.

Essential Duties and Responsibilities

    1. Maintain and develop customer relationships in a professional manner through safe, solution-orientated service, often under self-direction.
    2. Keep appointments and exercise courtesy at all times.
    3. Cooperate and communicate with personnel at AROW facility, and in the customer organization.
    4. Identify, analyze and troubleshoot reported product failures.
    5. Diagnose and perform repairs and adjustments in a timely manner, in order to limit disruption to customer.
    6. Investigate cause of recurring problems, and if possible, recommend corrective actions for implementation in AROW production.
    7. Manage and maintain company tools, equipment, and supplies required to perform repair services.
    8. Prepare clear, concise reports and documentation for submission in a timely manner, including service reports and expense reports, which provide insight to the job performed and facilitate suitable closure of service requests.
    9. Remain alert to potential problems and customer reactions, assist in resolution, and keep management personnel informed.
    10. Attend and participate in meetings and training programs as needed.

Knowledge and Skill

 

  • Product knowledge of AROW window and driver protection systems
  • Mechanical repair experience and aptitude
  • Ability to submit reports using Microsoft Office Productions, with an emphasis on Excel
  • Strong communication, interpersonal, and analytical skills
  • Ability to react to the needs of others in a professional and timely manner, often in a fast-paced environment
  • Ability to follow instructions/illustrations
  • Willingness to travel overnight frequently and spontaneously
  • Flexibility to work any hours of the day, including overnight hours
  • Requirement for valid driver’s license and capacity to travel internationally
  • Self-motivated with a strong desire to implement change

Physical Demands

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.

Employee is frequently required to stand or walk, lift, push/pull, work at shoulder level and overhead, and maneuver in awkward or confined spaces. The employee is regularly required to talk or hear; stoop or bend; and use hands to move objects and operate tools. On occasion, may be required to climb ladders or scaffold. The employee must be able to lift up to 75 pounds or more.

Work Environment

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.

Employee must be able to work inside or outside in inclement weather conditions, including extreme heat, cold, dampness and humidity while wearing Personal Protective Equipment (PPE) including steel toe shoes, safety vest, and hard hat.