Senior Field Service Technician

Field Service Technician

Department

Customer Service

Reporting to

Team Leader

Direct reports

none

Function title

Field Service Technician

Level of job

Employee

Term

Permanent contract

Key Responsibilities

Being the point of contact for technical assistance towards all Sica America customers and working as the technical interface with the Customer Service and the Technical Department in Italy; carrying out installations and commissioning of Sica machinery at the customers’ premises; providing technical assistance on the phone/via email; troubleshooting, fixing, and maintaining the equipment at customers’ premises; identifying the right spare parts to supply to customers when needed;

identifying possible customers’ needs to forward to our Technical Department in Italy for product development.

Main Characteristics of the role

• It implies a high grade of time and scope flexibility
• Exceptional customer orientation is mandatory
• It requires highly developed interpersonal skills
• Fundamental is a good former know-how of various technical topics
• Outstanding time and stress management is essential

Core Actions

Leadership

• Solve tasks issues, assuming risks and responsibility
• Track and communicate task status through regular reporting
• Ensure that any change affecting a project under his/her area responsibility is managed properly

Analytical thinking

• Ability to analyze a problem with method and troubleshoot it consequently;
• Ability to write down customer’s requests and pass them down to Sales and/or Tech Dept

Flexibility

• Willingness to travel (approx. 90% of the working time per year) and to be on long business trips when needed (4 weeks maximum)

Technical knowledge

• Define project design and development schedule, as requested
• Keep himself up-to-date with new technologies in the field of computer science, automation

Team work

• Follow common team goals and subordinate individual preferences
• Proactively work to develop and maintain good working relationships within the department, company and customers
• Be an example for the rest of the team

Result orientation

• Make sure the customer is satisfied
• Be accountable as to what has been promised to the customer
• Take responsibility with regard to assigned tasks and always get the job done before leaving the customer

Learning ability

• Maintain and keep up with good technical and professional knowledge of SICA’s products and services
• Eager to learn something new every day while interacting with colleagues from other departments or with customer personnel

Communication

• Be able to write clear and concise reports, including customer needs
• Very good interpersonal and communication skills to enable quick establishment of credibility and trust when developing working relationships with customers

Measurable Indicators of Individual Performance

• Respect the agreed time plan and cost budget
• Acceptance by customers
• Comply with SICA’s professional standards
• Customer focused (internal/external)
• First time right approach
• Consequent finalization of started work
• Spare part sales volume

Required Personal Skills & Key Behaviors

Competence

• Motivational skills
• Continuing seek improvements
• Learn from mistakes
• Flexibility
• Analyze data and information to develop solutions
• Manage technical risks
• Continuing develop his/her skills and knowledge
• Technologies awareness
• Plan and organize multiple tasks

Collaboration

• Excellent professional, committed to the team and company success
• Share knowledge with others proactively
• Shows respect for others
• Show integrity, trust and loyalty
• Comply with rules and regulations

Clarity

• Communicate openly, effectively and consistently with all stakeholder groups
• Excellent communication to establish quick credibility and develop loyal team

Commitment

• Take initiative/self- responsibility
• Produce high quality work and results under pressure

Educational / Professional Qualifications

Essential

• High School Degree in Mechanics/Electronics/Electrotechnics
• Good working knowledge of Microsoft Office suite
• Good knowledge and understanding of components and basic pieces of equipment usually included in machinery
• Working knowledge of electromechanical components and systems
• Good reading ability of drawings and schemes (electrical, hydraulic, pneumatic)
• Knowledge of pneumatic systems

Desirable

• Post high-school education in Mechanics/Electrotechnics/Electronics
• Deep knowledge of electromechanical components and systems
• Basic use of 2D Cad
• Knowledge of plastic extrusion machinery and lines
• Knowledge of packaging systems/machines
• Working knowledge of Spanish
• OSHA training

Necessary Experience

Essential

• 3 years of experience as a customer field technician
• Maintenance of plastic extrusion pieces of equipment
• Used to travel in the US & Canada

Desirable

• 5 years of experience as a customer field technician
• Travelling abroad (South America included is a plus)
• Experience in selling spare parts and maintenance contracts