Field Service Technician - Concrete Products

COLUMBIA MACHINE INC•Vancouver, WA

2d•$59,740 - $82,400•Onsite

About The Position

Provides technical customer service and support during the installation, commissioning, and servicing of Concrete Products equipment. Contributes to customer satisfaction by providing comprehensive assistance in person or via phone or email. Supports customers with timely response to service requests that includes frequent travel up to 75%. Educates, trains, and troubleshoots problems both on-site and remotely. Maintains a professional demeanor with customers and establishes a rapport to maintain overall customer satisfaction. Ensures proper electrical and mechanical installation, supervises local electricians, assemblers, and welding personnel during installation. Ensures that all aspects of the equipment are functioning properly and safely, and finalizes the equipment commissioning process. Tests local input and output once the electrical installation is complete, and tests all devices after installation and assures all control interlocks and alarms are functioning. Educates and trains customers on equipment and safety features to ensure continued proper functioning of the equipment. Ensures that production schedule and profitability commitments are met by completing the service trip in a safe and efficient manner within the allotted time frame. Exhibits continual awareness of quality standards and estimated cost parameters. Assists with sales support by increasing customer interest in plant upgrades and future modifications, prescribing recommended parts that should be purchased, and providing recommendations on maintenance issues. Provides technical support to sales representatives, records key information to aid the sales team in quoting, and documents project requirements. Completes job and expense reports within established time guidelines. Documents and communicates information regarding the status of projects, all on-site changes, and provides input and feedback in the development of service manuals. Documents safety issues that are observed. Utilizes CRM system to manage customer relationships, records historical solutions and diagnostic experience via the solutions database, builds a customer knowledge database, and tracks relevant service trip reports, assigns tasks, and updates Service Trip Status. Supports internal and external customer service by understanding and documenting internal and external customer needs and expectations, developing resources and critical service metrics to ensure these needs are being met, and communicating to appropriate team(s) when an expectation will not be met. Provides After-Hours technical support. Contributes to the continuous improvement effort by documenting processes and procedures, eliminating non-value added activities, and participating in cross functional CI teams. Maintains professional and technical knowledge by establishing personal networks, participating in professional societies, attending professional workshops, and reviewing publications. Contributes to team effort by being willing to attempt new assignments or fill in for others as needed, accomplishing other duties as assigned, and participating in applicable SOP and SWI training as well as knowledge base.

Requirements

High School or GED required
3-5 years of experience years professional Concrete Products experience, including electro/mechanical repair and block making, aggregate dosing, mixing, product forming, curing and cubing.
Knowledge Software Microsoft Office (Word, Excel, PPT, Outlook)
Dynamics D365 CRM
PLC troubleshooting (program editing & network connections)
Specific Knowledge of RSLogix, Compact Logix ControLogix (PLC programming)
PanelView Motion Control
Skills Analytical Project/Process Management Computer/Technical Organizational Interpersonal Communication Problem- Solving Written and Oral Communication
English Language, Spanish a plus
Clerical/Secretarial Abilities
Strong technical aptitude; has the ability to deal with abstract and concrete variables with a high attention to detail
Strong electrical knowledge and ability to troubleshoot in a systematic manner
Strong mechanical ability with a comprehensive understanding of hydraulic and pneumatic systems.
Valid Driver’s License and Driving Record
Ability to travel to/from airports and/or customer facilities utilizing your own, leased or rented vehicle, therefore requiring a valid Driver’s License and Driving Record that does not fit the criteria of a high risk driver (as noted in our company Vehicle Policy).

Nice To Haves

Associate’s degree or vocational or technical school degree preferred
Experience may substitute for some of the above education

Responsibilities

Provides technical customer service and support during the installation, commissioning, and servicing of Concrete Products equipment.
Contributes to customer satisfaction by providing comprehensive assistance in person or via phone or email.
Supports customers with timely response to service requests that includes frequent travel up to 75%.
Educates, trains, and troubleshoots problems both on-site and remotely.
Maintains a professional demeanor with customers and establishes a rapport to maintain overall customer satisfaction.
Ensures proper electrical and mechanical installation.
Supervises local electricians, assemblers, and welding personnel during installation.
Ensures that all aspects of the equipment are functioning properly and safely.
Finalizes the equipment commissioning process.
Tests local input and output once the electrical installation is complete.
Tests all devices after installation and assures all control interlocks and alarms are functioning.
Educates and trains customers on equipment and safety features to ensure continued proper functioning of the equipment.
Ensures that production schedule and profitability commitments are met by completing the service trip in a safe and efficient manner within the allotted time frame.
Exhibits continual awareness of quality standards and estimated cost parameters.
Assists with sales support by increasing customer interest in plant upgrades and future modifications, prescribing recommended parts that should be purchased, and providing recommendations on maintenance issues.
Provides technical support to sales representatives, records key information to aid the sales team in quoting, and documents project requirements.
Completes job and expense reports within established time guidelines.
Documents and communicates information regarding the status of projects, all on-site changes, and provides input and feedback in the development of service manuals.
Documents safety issues that are observed.
Utilizes CRM system to manage customer relationships, records historical solutions and diagnostic experience via the solutions database, builds a customer knowledge database, and tracks relevant service trip reports, assigns tasks, and updates Service Trip Status.
Supports internal and external customer service by understanding and documenting internal and external customer needs and expectations, developing resources and critical service metrics to ensure these needs are being met, and communicating to appropriate team(s) when an expectation will not be met.
Provides After-Hours technical support.
Contributes to the continuous improvement effort by documenting processes and procedures, eliminating non-value added activities, and participating in cross functional CI teams.
Maintains professional and technical knowledge by establishing personal networks, participating in professional societies, attending professional workshops, and reviewing publications.
Contributes to team effort by being willing to attempt new assignments or fill in for others as needed, accomplishing other duties as assigned, and participating in applicable SOP and SWI training as well as knowledge base.