Field Service Technician II - RDU

Smiths Group•Raleigh, NC

5d•$74,360 - $100,540•Onsite

About The Position

The Field Service Technician II travels daily to customer locations in and around the Raleigh-Durham metro area, including the airport, to troubleshoot, service, install, and repair Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment. The technician meets daily service and repair needs, supports customer satisfaction, provides training as needed, and responds to emergency and unscheduled service calls within established response time goals. The role also includes scheduled maintenance, documentation, parts and inventory management, technical certification maintenance, and upkeep of tools and test equipment. The technician communicates with customers and other service professionals, follows up to confirm customer satisfaction, reviews service logs and prepares reports, and supports service sales and revenue programs. The role involves coordinating with senior Field Service Technicians and Product Managers, assessing equipment performance and recommending improvements, and potentially assisting with site surveys, pilot programs, meetings, special projects, and reports. Travel, overtime, and work outside Monday-Friday may be required. The position is performed at customer sites such as airports, correctional facilities, courthouses, cruise ships, or other locations, and requires compliance with company health, safety, environmental, export-control, and security requirements. SSI access and successful completion of a federal background investigation are required.

Requirements

Associate’s degree, related trade certification in electrical, electronic, or mechanical fields, or relevant military training; comparative work and life experience may qualify, with 1–3 years of related electrical or mechanical field service experience accepted as an equivalency.
At least 3 years of experience troubleshooting and repairing electrical and electronic systems and equipment in the field.
Computer literacy, including competency with all programs in the MS Office Suite and aptitude for learning specialized software.
Excellent communication skills and a strong customer-focus and teamwork orientation; must be responsive to customer issues.
Willingness and ability to travel at short notice.
Excellent organizational, interpersonal, telephone, and customer-service skills, including the ability to multitask and handle stressful situations.
Self-motivated, reliable, and accountable.
Ability to lift and carry 80 pounds and full-body mobility.
Ability to operate carts, hoists, davit cranes, pallet jacks, or other devices identified in manuals and technical advisory documentation.
Ability to work safely in varied environments around dangerous industrial equipment.
Ability to obtain Sensitive Security Information access and pass TSA vetting and a federal background investigation.
Ability to work overtime and hours outside Monday-Friday when required.

Responsibilities

Troubleshoot, service, install, and repair Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment at customer sites.
Meet daily service and repair needs and promote customer satisfaction through effective communication and follow-up.
Respond to emergency and unscheduled service calls within established response time goals.
Complete scheduled maintenance by required deadlines and document inspections, maintenance, and repairs promptly.
Provide customer training as required and technical support to customers and other service professionals.
Maintain field service logs and job files, review open issues, and prepare formal customer reports as necessary.
Order, install, and return parts; manage repair-parts cycle time and maintain accurate inventory of parts and tools.
Maintain technical certifications and ensure tools and test equipment are properly maintained and calibrated.
Assess equipment performance using field support data and recommend modifications or improvements.
Participate in service sales opportunities and help promote and implement revenue programs.
Coordinate with senior Field Service Technicians and Product Managers to support customers and stay informed about technical trends.
May participate in site surveys, pilot program service activities, meetings, special projects, and preparation of reports.
Control and minimize costs while maximizing revenue.
Submit expenses, time cards, and other administrative tasks within specified timelines.
Comply with company health, safety, and environmental policies and applicable U.S. export-control and security regulations.
Perform other duties as required.