Field Service Technician

Field Service Technician / Field Technical Specialist

Job Description

You will play a critical role in maximizing vehicle uptime, service excellence, and customer satisfaction across an assigned territory. In this role, you will partner with the Lead Technician to conduct serviceability assessments, benchmark repair performance, and develop clear, effective technical service documentation. You will also support the design and delivery of technical training programs and onboarding initiatives that enhance technician capability and operational efficiency.

As a subject matter expert, you will take ownership of inspecting, diagnosing, and repairing complex vehicle issues that require advanced technical expertise and root cause analysis. You will evaluate service processes, tools, and equipment to identify performance gaps, improvement opportunities, and training needs. By leveraging data-driven problem-solving and technical insight, you will recommend and implement corrective actions that improve vehicle reliability, optimize service operations, and deliver an exceptional customer experience.

Responsibilities

+ Ensure vehicle uptime of 95% or better within the assigned area or zone by providing timely and effective technical support.

+ Deploy immediately to vehicles that are down in the field upon receiving a trouble call and perform in-field technical assistance.

+ Diagnose and repair vehicles on-site, achieving a first-visit fix rate of greater than 95.5% whenever possible.

+ Conduct in-field Fix on First Visit assessments to evaluate and support 3rd-party service partner performance.

+ Create detailed reports and provide feedback on vehicle performance, service quality, and individual technician performance for use by internal and external cross-functional teams.

+ Serve as the primary point of contact for 3rd-party technicians in the assigned area or zone, supporting complex and difficult-to-diagnose issues.

+ Perform on-site inspections, determine the nature and scope of technical problems, and identify appropriate corrective actions.

+ Review service processes, tools, and equipment to identify opportunities for improvement and standardization.

+ Analyze technician performance to identify those who can benefit from additional training and document findings to support targeted development.

+ Support the Lead Technician in serviceability analysis and benchmarking of vehicles and service operations.

+ Contribute to the creation, updating, and maintenance of technical service documentation, including repair procedures and standard operating procedures (SOPs).

+ Help build and implement technical training and onboarding programs for technicians and service partners.

+ Document daily field activities accurately and provide regular feedback and updates to the Lead Technician and Head of Service.

+ Create Field Quality Reports when appropriate to capture recurring issues, quality trends, and improvement opportunities.

+ Participate in special projects such as testing tools and equipment and providing structured feedback on their performance and suitability.

+ Inventory and manage special tools when necessary to ensure availability and proper use in the field.

+ Support service engineering by collecting data from the field and contributing to ongoing engineering and product improvement activities.

+ Provide technical support for cross-functional vehicle activities, collaborating with teams such as engineering, operations, and product.

+ Attend professional development training on new models, current issues, and emerging technologies to maintain and enhance technical expertise.

+ Perform analysis and create reports for new and updated vehicles, documenting field performance and serviceability.

+ Demonstrate consistent adherence to ethical standards and professionalism in all interactions with colleagues, partners, and customers.

Essential Skills

+ High school diploma or equivalent education.

+ 6+ years of experience in a technical role, ideally focused on vehicle, micromobility, automotive, or related systems.

+ Proven success in supporting remote diagnostics and repair activities.

+ Experience in micromobility, automotive, shared mobility, or related industries.

+ Demonstrated ability to create repair procedures, standard operating procedures (SOPs), or similar technical documents.

+ Strong knowledge of electrical and mechanical systems relevant to vehicles and micromobility platforms.

+ Knowledge and experience with diagnosing and repairing CAN-BUS failures.

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Experience with remote diagnostics, troubleshooting, and technical support for field-based equipment or vehicles.

+ Superb written and verbal communication skills, including the ability to create clear reports and technical documentation.

+ Excellent communication, presentation, and interpersonal skills for working with internal teams and external service partners.

+ Demonstrated history of adherence to ethical standards and professional conduct.

+ Willingness and ability to travel as needed…