Field Service Technician

Job Title:

Field Service Technician

Job Description

The Field Service Technician ensures that day-to-day service needs are met for assigned customers and geographic territories. This role independently manages all aspects of on-site installations, upgrades, remedial activities, and preventative maintenance for fare collection devices and systems, following documented processes and procedures. The technician focuses on delivering high-quality technical service while maintaining a strong level of customer satisfaction throughout the service delivery process.

Responsibilities

+ Perform on-site installation, maintenance, and repair of electro-mechanical fare collection devices and systems in assigned customer locations and territories.

+ Independently manage all aspects of on-site work, including planning, troubleshooting, and completing service tasks with limited supervision.

+ Conduct upgrades and remedial activities on fare collection systems in accordance with documented processes, procedures, and technical specifications.

+ Troubleshoot electrical and electronic components, modules, and sub-assemblies using appropriate testing methods and tools.

+ Interpret and work from blueprints, technical diagrams, and documentation to diagnose issues and perform accurate repairs.

+ Perform preventative maintenance on fare collection systems to minimize downtime and ensure reliable operation.

+ Handle and assemble small parts and tools with precision and care to complete repairs and installations.

+ Communicate effectively with customers to explain work performed, system issues, and recommended actions, ensuring a positive service experience.

+ Collaborate with team members in an established team setting while also being able to work independently in the field.

+ Use service and ticketing tools, such as Salesforce, to document work performed, update service records, and track issues.

+ Maintain a high level of customer satisfaction by delivering responsive, professional, and courteous service.

+ Work flexible hours, including outside normal business hours and overtime as needed, to meet business and customer requirements.

+ Other duties as assigned.

Qualifications

+ High school diploma or equivalent.

+ 2-4 years or more of relevant experience in the installation, maintenance, and repair of electro-mechanical equipment.

+ Ability to stand, squat, and bend for prolonged periods of time to perform field service tasks.

+ Proficiency in handling small parts and tools with accuracy and care.

+ Technical degree in areas such as Electronics, Computer Repair, or equivalent, or an associate degree in engineering, science, or a technical field.

+ At least 2 years of professional experience working with electronics and computers.

+ Experience troubleshooting and repairing electrical and electronic systems, modules, and sub-assemblies.

+ Ability to read and interpret blueprints and technical documentation.

+ Capability to work independently with limited supervision as well as effectively within an established team.

+ Willingness to work outside of normal business hours and to work overtime as business needs require.

+ Effective communication and customer service skills, with a focus on delivering high levels of customer satisfaction.

+ Strong interpersonal skills to interact professionally with customers and colleagues.

+ Experience using Salesforce or similar service management tools.

+ Experience working on fare collection systems, ideally with at least 2 years of hands-on work in this environment.

+ Experience in electronics or computer repair in a field service or similar setting.

+ Demonstrated ability to diagnose complex technical issues using systematic troubleshooting and testing methods.

+ Proven track record of maintaining positive customer relationships in a service-oriented role.

+ Comfort working autonomously in varied customer environments while managing time and priorities effectively.

Work Environment

This position is primarily field-based and involves regular travel to customer sites to repair, maintain, and troubleshoot fare collection systems, sub-assemblies, and mechanical components. Work is performed in transit or…