Field Customer Support Technician
About The Position
The Field Customer Support Technician services and calibrates ATEQ products returned from industrial machining manufacturing customers and travels to customer sites to provide service, calibration, and technical support. The role supports equipment in manufacturing environments, including setup, integration, testing, demonstrations, application design, troubleshooting, and emergency repairs. It also provides phone and email support, customer education, follow-up, repair and calibration quotations, and detailed service documentation. The technician performs ISO 17025 calibrations according to established procedures and assists ATEQ and VIC customer support departments, as well as the sales team with design and engineering.
Requirements
- Associate degree in Mechanical, Electrical, or Electronics Technology.
- Two years of relevant experience.
- Technical background and ability to operate various types of service and calibration equipment.
- Excellent verbal and written communication skills.
- Experience providing direct, face-to-face customer service onsite and offsite.
- Ability to follow processes with attention to detail.
- Valid driver's license.
- Able to lift up to 75 pounds.
Responsibilities
- Set up, integrate, and thoroughly test industrial machining manufacturing equipment and systems at customer locations.
- Demonstrate equipment performance and capabilities to customers and confirm proper operation and satisfaction with system standards.
- Diagnose technical issues and perform timely emergency repairs.
- Design and set up applications for new and existing ATEQ and VIC equipment.
- Maintain documentation of services.
- Answer service-related customer phone calls and troubleshoot customer issues by phone or email.
- Communicate service updates proactively with customers and internal teams, and work toward prompt, accurate issue resolution.
- Educate and assist customers with proper equipment operation.
- Follow up with customers about recently serviced instruments.
- Perform ISO 17025 calibrations according to procedures.
- Submit detailed service reports, including parts used, time spent, and corrective actions taken.
- Quote repairs and calibrations in the workshop or onsite.
- Assist with integration of ATEQ and VIC customer support departments.
- Assist the sales team with design and engineering.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
