Field Service Technician Expert

Job Title: Field Service Technician Expert

Coverage Area: Greater Boston area

Department: Service (Operations)

Reports to: Service Manager

FLSA Status: Hourly, Non-exempt

SUMMARY: Join our vibrant team as a Field Service Technician Expert! In this role, you will provide excellent in-person and telephone customer service to clients throughout the greater Boston area. You will play a vital role in performing preventative maintenance and troubleshooting advanced parking access and revenue control systems, while also configuring local area networks (LAN) and handling software and hardware related to these systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform field repairs and troubleshoot parking access and building systems, addressing both software and hardware challenges.
• Effectively diagnose issues with devices and equipment down to the board level.
• Resolve minor to complex software problems related to parking access systems.
• Proficiently navigate the SKIDATA network setup (LAN).
• Identify necessary network devices, including routers, modems, and switches.
• Utilize handheld devices such as multimeters, network testers, and toners with confidence.
• Understand basic relay logic and its practical applications.
• Collaborate with advanced-level support to configure firewalls, routers, and crucial networking devices.
• Deliver outstanding customer service to all clients.
• Recognize when to elevate issues to higher-level support and work effectively with the team to exceed customer expectations.
• Carry out troubleshooting guidelines provided by senior support.
• Maintain vehicle status and perform essential maintenance.
• Accurately manage inventory through the ERP (SNOW) system.
• Communicate effectively with service coordinators, advisors, and the service management team.
• Manage assigned work orders (WOs) in the ERP system, including parts and labor transactions.
• Conduct monthly preventative maintenance inspections, including cleaning, lubrication, and adjustment of equipment.
• Take on additional duties as assigned.

QUALIFICATIONS:

• Must be at least 21 years old with a valid driver's license and a clean driving record.
• Willingness to travel to field/customer locations as necessary.
• Strong understanding of Windows Server (2008/2012/2016), SQL, Windows OS (7, 10, and above), and network firewall configurations.
• Aptitude for learning new technologies and systems.
• Ability to work independently while maintaining clear communication about processes and progress using ERP systems, email, or phone.
• Proficient in Microsoft Project, Excel, and PowerPoint.
• Must complete SKIDATA technical certification training within 24 months or possess equivalent certification in the technical career track.

EDUCATION and/or

EXPERIENCE:

A high school diploma or GED is required, along with a minimum of two years of experience or training in a related field. Experience with hand tools is essential, and familiarity with ERP software is highly desirable.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid Driver's License in the state of residence.

PHYSICAL DEMANDS:

The position involves frequent driving, standing, walking, lifting, and handling various tools and equipment. The employee must be able to lift over 50 pounds and perform tasks such as climbing, stooping, and using power tools.

WORK ENVIRONMENT:

This role may expose the employee to moving mechanical parts, vehicles, and occasionally wet or humid conditions, fumes, or airborne particles. The work environment may also be moderately noisy.

TRAVEL:

Occasional travel outside of the regular coverage area may be required, with planning conducted in advance.

SCHEDULE:

Work hours are Monday to Friday, 8 a.m. to 5 p.m., with potential for Saturday and Sunday work as needed with prior notice. Flexibility for overtime, weekend, and after-hours work is required. Technicians will rotate on-call duties once a month.

SKIDATA Inc. is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law.

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