Field Service Technician II - CLE

Smiths Group•Cleveland, OH

7d•$74,360 - $100,540•Onsite

About The Position

This position requires daily travel to locations in and around the Cleveland Metro area, including the airport. The Field Service Technician II troubleshoots, services, installs (deploys), and repairs Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment at customer sites. Responsibilities include maintaining a field service log and filing system, demonstrating initiative and dedication, conducting follow-up calls with customers to ensure satisfaction, and fostering positive customer relations. The role involves installing, repairing, and maintaining equipment in the field, providing customer training as required, and responding to emergency and non-scheduled calls for service within established response time goals. The technician must complete all scheduled maintenance within required deadlines, document all inspections and repair work, and submit paperwork in a timely manner. Additionally, the role involves ordering, installing, and returning parts, managing repair parts cycle time, maintaining an accurate inventory of parts and tools, and staying current on all technical certifications. The technician will review logs for open issues, prepare formal reports to customers, participate in Service Sales opportunities, and assist with promoting revenue programs. They will seek knowledge growth and support from senior level FSTs, ensure tools and test equipment are properly maintained and calibrated, and assess product/equipment performance to recommend modifications or improvements. The role also includes providing technical support to customers and other service professionals, potentially participating in site surveys, pilot program service activities, meetings, special projects, and preparing exclusive reports. A solid level of technical knowledge on the company’s Trace and X-Ray technologies is essential, along with clear and concise business communication proficiency, both oral and written. Establishing and maintaining a close relationship with senior level FST’s and Product Managers is important for supporting customer needs and staying aware of technical trends. The technician must exercise measures to control and minimize costs while maximizing revenue and submit expenses, time cards, and other administrative tasks within specified timelines. Travel, overtime, and work hours other than Monday-Friday may be required. Compliance with company health, safety, and environmental policies, as well as U.S. export control and security regulations, is mandatory. Other duties as required.

Requirements

Associate’s Degree/Related Trade Certification (electrical, electronic, mechanical)/Military Training (electrical, mechanical, electronics). (Equivalence achieved through comparative work and life experience of 1-3 years is acceptable work experience in a related electrical or mechanical field service role).
Computer literacy; competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.
Minimum of 3 years experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment.
Excellent communications skills and have a strong orientation for customer focus and teamwork.
Must be responsive to all customer issues at all times.
Must be willing & able to travel at short notice.
Possess excellent organizational, communication, interpersonal skills with the ability to multitask several projects at once.
Excellent customer service skills and the ability to handle stressful situations.
Self-motivated, reliable, and accountable individual.
Possess excellent telephone skills.
Must be able to lift/carry 80 lbs.
Must be confident in the operation of carts, hoists, davit cranes, pallet jacks or other devices as defined in the manuals and Technical Advisory documentation.
Must be able to work safely in varied environments and around dangerous industrial equipment's.

Nice To Haves

Possesses a solid level of technical knowledge on the company’s Trace and X-Ray technologies.

Responsibilities

Troubleshoots, services, installs (deploys) and repairs Trace, X-Ray, CT X-Ray and Cargo Inspection equipment at customer sites.
Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files until work is completed.
Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements.
Conducts follow up calls with the customer to ensure satisfaction of work.
Responsible for meeting daily service repair needs and driving customer satisfaction.
Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
Installs, repairs and maintains equipment in the field; provides customer training as required.
Must be able to respond to emergency and non-scheduled calls for service within established response time goals.
Completes all scheduled maintenance within required deadlines.
Documents all inspections, maintenance, repair work and submits paperwork in a timely basis.
Order, install, and return parts and manages repair parts cycle time.
Maintains an accurate inventory of parts and tools.
Maintains currency on all technical certifications.
Reviews all logs for open issues and prepares formal reports to customers as necessary.
Participates in Service Sales opportunities and assists with promoting and implementing revenue programs.
Looks to senior level FSTs for knowledge growth and support when needed.
Ensures that tools and test equipment are properly maintained and calibrated.
Assesses product/equipment performance based on field support data; recommends modifications or improvements.
Seeks to provide technical support to customers and other service professionals as required.
May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
Maintains clear and concise business communication proficiency, both oral and written.
Establishes and maintains a close relationship with senior level FST’s and Product Managers in order to support the needs of the customer and remain aware of current technical trends.
Exercises every available measure to control and minimize costs while maximizing revenue.
Must submit expenses, time cards and other administrative tasks within the specified timelines.
Travel, overtime and work hours other than Monday-Friday may be required.
Comply with and ensure department compliance with Company health, safety and environmental policies.
Comply with all applicable U.S. export control and security regulations.
Other duties as required.