Field Service Technician; Mount , WI

Overview

(Must Reside in the Mount Pleasant, WI Area)

The main responsibility is to provide onsite technical support to customer specific products. Establish a strong understanding of the technical specifications of our product so that a high level of assistance can be provided to our customers. Provide professional support and repair at customer sites through interaction of service and factory support. Uses technical knowledge to make decisions regarding repair of product and software.

• Provides technical support for one or more products or processes that Panasonic SMT solutions provide.
• Carries out technical assignments to install, modify, and repair factory automation equipment and software at customer sites, with minimal assistance or supervision.
• Maintains knowledge of the SMT process. Understanding not only the machine but the programming, configuration and manufacturing processes.
• Maintain a proactive approach in resolving customer and internal company project issues, while exercising effective time management.
• Assume responsibility for onsite Service project management, prioritizing equipment and technical issues for immediate corrective actions, communication with pertinent parties, and completing personal and on-site team assignments within time expectations.
• Demonstrate strong capability to complete software, (LNB/DGS), and equipment installations and projects.
• Effective and efficient troubleshooting, while working in potentially high-pressure circumstances, in achieving 100% problem resolution of repair activity within 24 hours of arrival at customer site.
• Provide customers with timely and accurate technical information in a positive, straightforward, and professional manner. Conducts meetings with customers to address open issues.
• Provide basic software system and equipment operation, troubleshooting, and maintenance training to customers.
• Assist TAC in covering Telephone Hot Line. Conduct research to resolve customer issues to ensure an excellent overall custom experience. Create Service Notifications and other documentation for communication of problem resolution for future use in addressing similar issues.
• Prepare equipment documentation and reports, including installation reports, acceptance reports, service orders, installation documentation, warranty (“Q”) reports, “Tech Tips,” SAP reports, project reports, corrective action recommendations as necessary.
• Provide assistance with Factory Modifications, equipment refurbishment, rebuilds, predictive/corrective maintenance programs, and equipment calibration projects.
• Provide assistance and consultative services to customers in site preparation for equipment installations.
• Effective management and execution of administrative tasks, such as travel arrangements, expense reports, coordination of activities with customers, etc.

• Supports sales force in developing and maintaining close account relationships and satisfying technical customer requirements.
• Liaison between Field Service Technicians, TAC Support, and Sales/Marketing during the initial portion of the Product Life Cycle. Provide timely feedback to sales regarding information gathered at customer.
• Supply technical information and other detail to factory/customer to provide resolution to technical issues.
• Participate in exhibitions and demonstrations of equipment, at trade shows, PA demo room, or at customer sites, informing customers and responding to technical and specification questions and concerns.

• Maintains clear communication and strong relationships with factories to incorporate product/customer specifications. Reports technical data from customer visits to the factories

• Two-year…