Field Service Technician II RDU

Overview

This position requires daily travel to locations in and around the Raleigh Durham Metro area, including the airport.

• Troubleshoots, services, installs (deploys) and repairs Trace, X-Ray, CT X-Ray and Cargo Inspection equipment at customer sites.
• Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files until work is completed.
• Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements.
• Conducts follow up calls with the customer to ensure satisfaction of work.
• Responsible for meeting daily service repair needs and driving customer satisfaction.
• Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
• Installs, repairs and maintains equipment in the field; provides customer training as required.
• Must be able to respond to emergency and non-scheduled calls for service within established response time goals.
• Completes all scheduled maintenance within required deadlines. Documents all inspections, maintenance, repair work and submits paperwork in a timely basis.
• Order, install, and return parts and manages repair parts cycle time.
• Maintains an accurate inventory of parts and tools.
• Maintains currency on all technical certifications.
• Reviews all logs for open issues and prepares formal reports to customers as necessary.
• Participates in Service Sales opportunities and assists with promoting and implementing revenue programs.
• Seeks to provide technical support to customers and other service professionals as required.
• May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
• Possesses a solid level of technical knowledge on the company’s Trace and X-Ray technologies.
• Maintains clear and concise business communication proficiency, both oral and written.
• Establishes and maintains a close relationship with senior level FSTs and Product Managers in order to support the needs of the customer and remain aware of current technical trends.
• Exercises every available measure to control and minimize costs while maximizing revenue.
• Travel, overtime and work hours other than Monday-Friday may be required.
• Comply with and ensure department compliance with Company health, safety and environmental policies.
• Comply with all applicable U.S. export control and security regulations.
• Other duties as required.

Education/Training: Associate’s Degree/Related Trade Certification (electrical, electronic, mechanical)/Military Training (electrical, mechanical, electronics). Equivalence achieved through comparative work and life experience of 1-3 years is acceptable work experience in a related electrical or mechanical field service role. Computer literacy; competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.

Experience: Minimum of 3 years experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment.

Knowledge/

Skills:

Individuals shall possess excellent communications skills and have a strong orientation for customer focus and teamwork. Must be responsive to all customer issues at all times. Must be willing & able to travel at short notice.

Supervises: While supervision is not considered a primary responsibility of this position, there may be instances where supervision of others on a project basis may be required.

Background: This position requires Sensitive Security Information (SSI) access and vetting via the TSA. Applicant must successfully pass a federal background investigation.

OTHER REQUIREMENTS:

• Possess excellent organizational, communication, interpersonal skills with the ability to multitask several projects at once.
• Excellent customer service skills and the ability to handle stressful situations.
• Self-motivated, reliable, and accountable individual.
• Possess excellent telephone skills.
• Must be able to lift/carry 80 lbs.
• Must be confident in the operation of carts, hoists, davit…